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.
All patient communications are conducted through secure, encrypted channels. We use SSL-encrypted forms and a secure patient portal for all clinical communications. We do not transmit sensitive health information via unencrypted email or SMS.
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.
We may send SMS notifications for appointment reminders, prescription updates, and important service notifications. Patients can opt out of non-essential SMS communications at any time.
Telehealth consultations are conducted via our secure video platform. Patients receive a unique consultation link prior to their appointment. If a technical issue prevents a video consultation, the consultation may be conducted via telephone at the prescriber's clinical 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.
Patients can opt out of marketing communications at any time using the unsubscribe facility in our communications or by contacting us directly. Clinical communications (such as appointment reminders and prescription notifications) will continue unless you request otherwise.
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.