Handling questions from relatives, carers and visitors

Relatives, carers and friends may ask questions at the desk or on the phone because they are worried, trying to help, frustrated or attempting to monitor or control the patient.

The safe approach is to separate listening from disclosure. Staff can hear concerns, explain how the practice deals with appointments, prescriptions and consent, and point callers to proxy or carer support. They should not reveal personal clinical information without the patient’s authority or another lawful basis.

What can usually be said

• General process information: how to request an appointment, prescription or proxy access.
• How the patient can contact the practice: without confirming private details.
• That concerns can be recorded: if the caller has relevant safety or care information.
• Where urgent help may be needed: if the caller describes immediate risk.

What needs caution

Do not disclose appointment attendance, test results, medication details, clinic letters, diagnoses, safeguarding records or contact preferences unless the person has clear authority and the disclosure is appropriate.

Be especially cautious when the caller is demanding, angry, controlling, or asks for information the patient has specifically restricted.

You can listen to a concern without confirming confidential information.

Carer support