Welcome

Confidentiality at the Front Desk and on the Telephone is for UK GP receptionists, care navigators, call handlers and frontline admin staff who handle confidential patient information at the front desk, on the telephone and in everyday practice systems.

Reception and admin staff routinely encounter names, addresses, appointment reasons, test-result requests, third-party calls, online messages and conversations that may reveal sensitive information. Small lapses can expose private details, damage trust or increase safeguarding risk.

Focus

• Confidentiality risks at the front desk, on the phone and in waiting areas.
• Identity, authority and safe-contact checks before sharing information.
• Handling relatives, carers, overheard information and sensitive messages.
• Recording, escalating and learning from confidentiality incidents.

Role boundaries

UK-wide practice