How we handle communications with our patients.
Last updated: August 2026
Ignova Health Pty Ltd is committed to clear, timely, and secure communication with our patients. This policy outlines how we handle calls, emails, messages, and other communications.
Clinical communications are conducted through secure platforms designed to protect patient information. Email and SMS communications may contain administrative information only and will direct patients to secure platforms where clinical information is required. We do not transmit sensitive health information via unencrypted email or SMS.
Patient messaging supports communication between consultations but does not replace clinical assessment. Prescribing, treatment changes, and renewals remain subject to clinician review.
Our phone lines are staffed during business hours. After-hours messages are returned the next business day. For medical emergencies, patients are advised to call 000 immediately — our phone service is not monitored 24/7 and is not a substitute for emergency services.
Patients may contact us via email for non-urgent matters. We aim to respond within 1-2 business days. Sensitive health information is only communicated through our secure patient portal, not via standard email.
SMS messages may be used for administrative notifications, appointment reminders, and service updates. Clinical information will be communicated through secure channels. You may opt out of non-essential marketing communications. Certain clinical or administrative communications may continue where necessary to provide safe care and manage your services.
Telehealth consultations are conducted via our secure video platform. Patients receive a unique consultation link prior to their appointment. Patients should participate from a private location where possible. Identity and location confirmation may be required. Technical limitations may affect the consultation and alternative arrangements may be considered where appropriate. If a technical issue prevents a video consultation, the consultation may be conducted via telephone at the clinician's discretion.
With your consent, we may communicate with your general practitioner or other healthcare providers about your treatment. This is done through secure, encrypted channels in accordance with the Privacy Act 1988 and the Australian Privacy Principles.
Our telehealth service does not provide after-hours emergency care. If you require urgent medical attention outside our business hours, please contact your local GP, call 000, or attend your nearest hospital Emergency Department.
You may opt out of non-essential marketing communications. Certain clinical or administrative communications may continue where necessary to provide safe care and manage your services.
We are committed to accessible communication. If you require communication support (e.g., interpreter services, alternative formats), please let us know and we will make reasonable adjustments to accommodate your needs.
The information on this website is for general information purposes only and is not a substitute for professional medical advice, diagnosis, or treatment. In case of a medical emergency, call 000 immediately.