Poor communication with patients can cause confusion and increase costs to the healthcare system and patients who do not attend appointments miss out on valuable care.
We have developed a specialist clinics communication toolkit with common resources that provides specialist clinics at Victorian health services advice on how to promote consistent, respectful and clear communication with patients and referring clinicians with practical tips for designing letter and short message service (SMS) reminders.
This toolkit can be used by anyone working at a health service who is responsible for sending written communication to patients and referring clinicians. The resources have been developed using behaviourally informed principles and tips, as well as consumer insights and feedback to:
- encourage patients to attend their specialist clinic appointments
- encourage patients to cancel or reschedule if they are unable to attend
- remind patients to bring their appointment letter and come prepared to their appointment
- reduce costs for health services.
All resources:
- are accessible and in plain language, and therefore easy to understand
- are patient-centred and consider the health literacy of Victorians, ensuring that they meet the needs of patients
- comply with requirements of the Managing referrals to non-admitted specialist services in Victorian public health services policyso that mandatory communication points will be met.
The toolkit includes a suite of easy-to-use communication templates for health services including letter templates for communication with patients and referring clinicians about appointments and referral management.
It also includes 3information sheets designed to be shared with patients about specialist clinics. These information sheets have been translated into 22 community languages
Communication templates
- Patient did not attend appointment patient letter templateHealth service has changed appointment date or time patient letter templatePatient has multiple appointments patient letter templateNew appointment patient letter templateReferral cannot be accepted as there was not enough information supplied patient letter templateReferral accepted but no appointment has yet been made patient letter templatePatient to contact health service to arrange appointment patient letter templateConfirmation patient has indicated appointment is not needed patient letter templatePatient discharged as has cancelled many appointments, new referral needed patient letter templatePatient has changed appointment date or time patient letter templateConfirmation of discharge after last appointment patient letter templatePatient missed appointment confirm need for another appointment time patient letter templatePatient discharged as has cancelled many appointments, new referral needed patient letter templateConfirmation appointments still needed and contact details patient letter templateReferral cannot be accepted as the service is not provided patient letter templatePatient discharged as health service has been unable to contact patient, new referral needed patient letter template
- Referral accepted but no appointment has yet been made referring clinician template letterPatient discharged as patient has indicated appointments are not needed referring clinician template letterConfirmation patient has indicated appointments are not needed referring clinician template letterReferral accepted and high-priority appointment made referring clinician template letterPatient missed appointment have contact details changed referring clinician template letterReferral cannot be accepted reason provided referring clinician template letterPatient discharged as has cancelled many appointments, new referral needed referring clinician template letterPatient discharged as health service has been unable to contact patient, new referral needed referring clinician template letterConfirmation of discharge after last appointment referring clinician template letterReferral accepted and routine appointment made referring clinician template letter
Information sheets in community languages
Reviewed 10 April 2024