Current as of: April 2026
Samford Valley Medical Centre (SVMC) is committed to clear, respectful, and safe communication with our patients.
This policy outlines how we communicate with you, how you can contact us, and the safest ways to manage your care.
1. Contacting the Practice
You can contact us via:
📞 Phone: (07) 3289 1712
✉️ Email: reception@samfordmed.com.au (non-urgent administrative matters only)
🌐 Website: www.samfordmed.com.au
📍 Address: 26 Station Street, Samford Village QLD 4520
Our reception team is available during opening hours to assist with appointments, general enquiries, and administrative messages.
2. Urgent Matters and Emergencies
If you require urgent medical attention:
- Please call reception to request a same-day appointment
- A limited number of urgent appointments are reserved daily
- Do not use email or online enquiries for urgent concerns
For emergencies:
- Call 000, or
- Attend your nearest Emergency Department
3. Email Communication
Email is not a secure or reliable method for clinical communication.
- Emails are not continuously monitored
- Delays in response may occur
- We do not provide medical advice or results via email
We ask that you do not send clinical information or urgent requests by email.
By contacting us via email, you acknowledge the privacy and security risks associated with unencrypted communication.
For clinical concerns, please phone the practice or book an appointment.
4. Telephone Communication
Reception staff can:
- Assist with bookings and general enquiries
- Relay brief administrative messages to your doctor
Reception staff cannot provide medical advice or test results, unless authorised by your GP.
Where appropriate, a doctor or nurse may return your call.
5. SMS Communication
With your consent, we may use SMS to communicate:
- Appointment reminders
- Recall and reminder notices
- Notification of normal test results (where appropriate)
SMS is not a secure form of communication and is limited to appropriate information only.
You may opt out of SMS communication at any time by notifying reception.
6. Test Results and Follow-Up Responsibilities
Your health care is a shared responsibility.
- It is important that you follow up all test results requested by your doctor
- Results are not routinely provided by reception staff
Where appropriate:
- Normal results may be communicated via SMS (with consent)
- Results requiring discussion will require an appointment (in-person or telehealth)
If you have not received your results within 3–5 days, please contact the practice.
⚠️ Do not assume results are normal if you have not been contacted.
Please ensure your contact details are kept up to date.
7. Online and Social Media Communication
We do not provide medical advice or manage appointments via:
- Social media platforms
- Online messaging systems outside approved booking platforms
Please contact the practice directly for all clinical or administrative matters.
8. Use of Technology in Communication
SVMC may use secure digital systems to support communication and care, including:
- Electronic prescribing
- Secure messaging with other healthcare providers
- Clinical software systems
Some doctors may also use AI-assisted tools to support documentation.
You will be informed where applicable and may opt out.
9. Respectful Communication
We are committed to a safe and respectful environment for staff and patients.
Aggressive, abusive, or threatening behaviour—whether verbal, written, or electronic—will not be tolerated and may result in:
- Refusal of non-urgent services
- Termination of care in accordance with practice policies
10. Feedback and Complaints
We welcome feedback to improve our service.
Please contact:
📞 (07) 3289 1712
✉️ reception@samfordmed.com.au
If your concern is not resolved, you may contact:
Office of the Health Ombudsman (OHO)
📞 133 646
🌐 www.oho.qld.gov.au
11. Policy Review
This policy is reviewed regularly and updated as required.
The latest version is available via our website or at reception.