Communication Policy
Last Reviewed: 21 December 2025
This communication policy explains mutual expectations around our communications.
Quick Navigation
Electronic communications
Who handles incoming communications?
Admin staff currently process all incoming emails, text messages, form submissions, voicemails and phone calls. All written communication from or with you becomes part of your medical record. A summary of phone conversations may also be entered in your file if clinically relevant.
Email privacy concerns​
​
We do not use encrypted email, so we can't guarantee that any information sent this way is completely confidential.
While it's not common, there's a chance that such information could be accessed by someone unlawfully. To protect your privacy, we will password-protect any clinical documents we email you. We recommend you do the same when sending us clinical information. Whenever possible, please use your secure patient portal to share personal documents, as it provides better data protection than email.
​​​
Appropriate communication
What is appropriate for email?​
​
-
For non-urgent matters, please use email or SMS to reach out. In case of an emergency, visit your nearest emergency department or call 000 immediately. Your safety is our main concern.
-
Dr Law can’t provide detailed medical advice through email, so please save those questions for your appointments.
-
When messaging, try to keep it short and to the point. If you need to share a lot of information, scheduling an appointment is the best way to ensure you get the care you need.
​​​
Enquiry response times​
​
We appreciate your patience as our admin team works to respond to your inquiries. Please allow up to 7 business days for a response. Your messages will be added to your file and discussed during your next appointment with Dr Law.
​
While Dr Law may not respond personally to every email, if your message is passed on to her, she will do her best to review it within the week. However, during busy times or if she's on leave, it may take longer.
To ensure your needs are addressed promptly, please keep your questions clear and concise, and attach any relevant documents. This will help us process your request efficiently.
Feel free to check in on the status of your request after 7 days, but we kindly ask that you avoid sending multiple emails or calls, as this can slow our response time. Thank you for your understanding and cooperation!
​​​
Respectful communication​
​
We ask that all communications with Dr Law and the administrative staff be respectful at all times. This applies to all forms of communication, including phone calls, video calls, emails, SMS messages, and voicemails.
We are committed to communicating with you respectfully as well.
​
If a patient fails to maintain respectful communication, Dr Law reserves the right to discontinue care at any time. In such a case, the patient will be referred back to their general practitioner (GP) and will need to find a new psychiatrist for ongoing care.
Last reviewed: January 2026