Communication Policy

This Communication Policy explains how parents, guardians, patients and visitors should use website forms, email and online channels when contacting Dr Lerissa Pillay Specialist Paediatrician.

General enquiries may be sent to info@northcoastpaediatrics.co.za or through approved website contact forms. Appointment-related communication should follow the practice’s confirmed booking process. Urgent medical matters should not be handled through general website forms or social media.

The practice aims to respond to enquiries within a reasonable time during normal working periods, but response times can vary depending on workload, clinical commitments, weekends, public holidays and the nature of the request.

Do not use email, website forms or social media for urgent symptoms or emergencies. If a child needs urgent care, contact emergency medical services, attend an appropriate emergency unit or follow the urgent-care guidance provided by the practice.

When making an enquiry, provide clear contact details, the nature of the request and any administrative information needed to help the practice respond. Avoid sending unnecessary sensitive medical details unless the practice specifically requests them through an appropriate channel.

The practice takes confidentiality seriously. However, ordinary email and website forms may not be suitable for highly sensitive information. Health-related information should be shared only where necessary and through appropriate practice channels.

Social media is not an appropriate channel for individual medical advice, patient-specific discussion or confidential information. Health practitioners are encouraged to maintain professional boundaries online, and patients should avoid posting private medical details publicly.

By submitting contact details through the website, you consent to the practice using those details to respond to your enquiry or appointment-related request. The practice may need to confirm identity or authority before discussing patient-specific information.

Visitors, parents, guardians and staff are expected to communicate respectfully. Abusive, threatening, discriminatory or inappropriate communication may not be responded to and may be escalated where necessary.

Practice-related communication may be kept as part of administrative or clinical records where appropriate. This supports continuity, accountability and proper handling of enquiries, requests and patient-related communication.