Confidentiality on the telephone

Telephone conversations may seem private, but the call handler cannot see who else can hear. A patient might be on speakerphone, using a shared device, calling from work, beside a controlling partner, or otherwise unable to speak freely.

Managing confidentiality on the phone begins with identity checks and influences every choice about what to say, whether to leave a voicemail, what to send by SMS and how to record and respond to safe-contact concerns.

Check before discussing details

• Confirm identity using local procedure before sharing personal information.
• Check the caller can speak freely if the topic is sensitive or the caller seems hesitant.
• Use approved wording for voicemails, SMS and missed-call messages.
• Be cautious with speakerphone or when someone else answers for the patient.

Voicemail and missed calls

A voicemail may be heard by anyone with access to the phone. Even a brief phrase such as "your test result is back" can be sensitive. Use the practice's approved wording and safe-contact notes rather than improvising.

If a patient has asked for no voicemail or no texts, treat that as an important instruction and follow local procedure.

Before leaving a message, think about who might hear or read it.

Safe-contact clues