Confidentiality, trust and what reception staff can say

Patients commonly worry about confidentiality. They may fear gossip, being overheard, or that private details will be shared unnecessarily.

Reception staff should explain that NHS and practice team members are bound by confidentiality and that only information relevant to the request will be used.

Safe confidentiality wording

• "The information is handled confidentially by the practice team."
• "I only need enough detail to route the request."
• "You do not need to tell me the full story here."
• "I can offer a more private way to share this if that helps."
• "If there is an immediate safety concern, I may need to follow our escalation process."

Reassure about confidentiality, but do not promise secrecy where safety, safeguarding or emergency escalation may require action.

Confidentiality Limits