Communication Policy

Our practice offers our patients the opportunity to communicate by e-mail and text message, referred to from here on as “digital communication”.  This form provides information about the risks of digital communication, guidelines for digital communication, and how we will use digital communication.  It also will be used to document your consent for us to communicate with you by digital communication in your initial intake experience.

Risks

Digital communication has a number of risks which include, but are not limited to, the following:

  • Digital communication can be circulated, forwarded and stored in paper and electronic files.

  • Backup copies of e-mail may exist even after the sender or the recipient has deleted his/her copy.

  • Digital communication can be received by unintended recipients.

  • Digital communication can be intercepted, altered, forwarded, or used without authorization or detection.

  • Digital communication senders can easily type in the wrong e-mail address or text message phone number.

  • Digital communication can be used to introduce viruses into computer systems.

How we will use digital communication

  • We will limit digital communication correspondence to patients who are adults 18 years or older, or the legal representatives of established patients.

  • We will use digital communication to communicate with you only about non-sensitive and non-urgent issues such as:

  • Questions about prescriptions, use of medical equipment or devices, etc.

  • Routine follow-up questions

  • Appointment scheduling

  • Billing questions

  • All digital communications to or from you will be made a part of your medical record. You will have the same right of access to such digital communications as you do to the remainder of your medical file.

  • Your e-mail messages may be forwarded to another office staff member as necessary for appropriate handling.

  • We will not disclose your digital communications to researchers or others unless allowed by state or federal law. Please refer to our Notice of Privacy Practices for information as to permitted uses of your health information and your rights regarding privacy matters.

IN A MEDICAL EMERGENCY, DO NOT USE E-MAIL or TEXT MESSAGES… CALL 911.

Also, do not use digital communications for urgent problems. If you have an urgent problem, during office hours, call our office 310-691-5411; after office hours, call your doctor directly; or go to an urgent care facility.

Guidelines for digital communication

  • Include the general topic of the message in the “subject” line of your e-mail. For example, “advice,” “prescription,” “appointment” or “billing question.”

  • The e-mail message should not be time-sensitive. While we try to respond to e-mail messages daily, it may take up to three (3) working days for us to respond to your message. Urgent messages or needs should be relayed to us using regular telephone communication.

  • Include your name and phone number in the body of the message.

  • Review your message to make sure it is clear and that all relevant information is included before sending.

  • Send us an e-mail confirming receipt of our message after you have received and read an e-mail message from us.

  • If your e-mail requires a response from us, and you have not heard back from us within three (3) working days, call our office to follow-up to determine if we received your e-mail.

  • Take precautions to protect the confidentiality of e-mail, such as safeguarding your computer password and using screen savers.

  • Inform us of changes in your email address.

We cannot guarantee the security and confidentiality of digital communication.  We are not responsible for messages that are not received or delivered due to technical failure, or for disclosure of confidential information unless caused by intentional misconduct.