Exam Pass Notes

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Core Explanation

• Reception staff ask brief questions so the practice can route the request to the correct process, person or team.
• Questions are not a judgement of whether the patient deserves care.
• Use "we" and "the practice process" to show the question is part of an agreed system.
• Explain the purpose before asking for sensitive or personal information.

Trust and Confidentiality

• Tell patients that information is handled confidentially by the practice team.
• Ask only for the brief outline or the specific detail required by the local process.
• Do not promise absolute secrecy where safety, safeguarding or urgent escalation may require action.
• Offer privacy where possible, especially at a public reception desk.

Objections and Gatekeeping Concerns

• Patients may object because they feel embarrassed, judged, blocked, unsafe or tired of repeating themselves.
• Do not argue about gatekeeping. Acknowledge the concern and explain the practical purpose of the questions.
• If a patient refuses to answer, do not guess. Offer privacy and escalate if safe routing is not possible.
• Avoid defensive phrases such as "I am just doing my job" or "everyone has to answer".

Clear Next Steps

• End by explaining what process the request has entered.
• Check contact details, safe-contact needs and communication support.
• Give the expected response or call-back timeframe using local wording.
• Tell the patient what to do if their concern changes or becomes urgent.