What's in this template?
This after-hours care policy ensures patients know how to access medical care outside practice hours. It maps to RACGP Criterion GP1.3 — Care outside of normal opening hours and covers 13 sections:
- Purpose — ensuring patient access to appropriate care after hours
- Practice Opening Hours — customisable schedule for each day of the week
- Patient Communication — voicemail, signage, website, registration materials, verbal safety-net advice
- After-Hours Voicemail Message — required content (practice closed confirmation, 000 for emergencies, after-hours service details, nearest ED, Healthdirect number), space for approved script
- After-Hours Service Arrangements — deputising/after-hours service (name, phone, service type), nearest ED (name, address, phone), nurse helplines (Healthdirect, state-specific), own on-call roster option
- Clinical Handover — After-Hours Providers — shared clinical systems, verbal/written handover for specific patients, ISBAR framework
- Follow-Up of After-Hours Encounters — report receipt and filing, GP review timeframe, abnormal finding action, patient follow-up
- Patients at Higher Risk — safety-net advice for deteriorating conditions, palliative care plans shared with after-hours providers, mental health crisis numbers
- Service Agreement with After-Hours Provider — scope, coverage, information sharing, reporting, annual review
- Public Holidays and Extended Closures — voicemail updates, website updates, patient rescheduling, prescription completion
- Monitoring and Review — quarterly report review, patient feedback, voicemail testing, annual policy review
- Related Policies — Clinical Handover, Emergency Response, Privacy, Health Records
- Review History
Editable placeholder fields
{{practice_name}},{{abn}},{{practice_address}},{{phone}},{{email}}{{weekday_hours}},{{saturday_hours}},{{sunday_hours}}{{after_hours_service_name}},{{after_hours_service_phone}},{{after_hours_service_type}}{{nearest_ed_name}},{{nearest_ed_address}},{{nearest_ed_phone}}{{followup_review_days}}— days within which after-hours reports are reviewed{{agreement_review_date}},{{practice_principal_name}},{{review_date}},{{next_review_date}}
How to customise this template
- Download and fill in all
{{placeholder}}fields — start with your opening hours - Write your voicemail script using the guidance in Section 4 — include all required elements
- Document your after-hours arrangements — deputising service, nearest ED, helpline numbers
- Establish how clinical information is shared with your after-hours provider — shared PMS, secure messaging, or verbal handover
- Set your follow-up review timeframe — how quickly after-hours reports should be reviewed by the regular GP
- Test your voicemail — call the practice after hours to confirm the message is clear and accurate
Frequently asked questions
Do we need a formal agreement with our after-hours service?
The RACGP recommends a documented arrangement covering scope of services, information sharing, and reporting. This doesn't need to be a complex legal document — a simple documented agreement reviewed annually is sufficient.
What should our voicemail message say?
At minimum: practice name, confirmation you're closed, next opening time, call 000 for emergencies, after-hours service name and number, nearest ED, and the Healthdirect helpline (1800 022 222). Test it regularly.
How do we follow up after-hours encounters?
After-hours providers should send a consultation report to the practice. The patient's regular GP reviews this within the timeframe set in your policy (e.g. 3 business days). If no report is received for a known after-hours encounter, reception follows up.
Can I use this for AGPAL or QPA accreditation?
Yes. Surveyors will check that patients are informed about after-hours arrangements, the voicemail is appropriate, clinical handover processes exist with after-hours providers, and after-hours reports are followed up.