Exam Pass Notes

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Confidentiality Basics

• Reception and administrative staff routinely handle confidential patient information.
• Appointments, messages, test results and attendance records can reveal sensitive details about a patient.
• Share or view only the minimum information needed to complete the task.
• Follow local procedures for identity checks, authority to receive information and safe contact instructions.

Front Desk and Telephone

• Speak quietly at the desk, shield screens and avoid repeating sensitive details aloud.
• Confirm identity before discussing patient information on the phone.
• Consider who else might hear the patient’s side of a call, including when a patient is in a public area.
• Use approved wording for voicemail, SMS and other messages to avoid disclosing clinical details.

Third Parties and Safe Contact

• Relatives and carers may give useful information but are not automatically entitled to receive confidential information.
• Check for patient consent, proxy arrangements or legal authority before disclosing information to others.
• Safe-contact flags can indicate safeguarding concerns or risk of coercion; follow the specified instructions.
• If you are unsure whether to share information, escalate to a clinician or manager rather than guessing.

Records and Incidents

• Record requests, identity checks, the actions you took and any refusals to disclose where relevant.
• Avoid judgemental language; record facts clearly and objectively.
• Report messages sent to the wrong recipient, overheard information and other potential breaches promptly.
• Record near misses and use them to improve local systems and training.