Privacy at the front desk and on the phone

Privacy is practical. A patient may be willing to give a brief outline on the phone but not at a crowded reception desk. Another patient may be unable to speak freely because someone is nearby at home.

When you explain why you need information, offer a safe way for the patient to answer and preserve their dignity.

Privacy-aware options

• Offer a quieter place if available.
• Suggest a written note if appropriate.
• Use a call-back if the patient cannot speak at the desk.
• Offer an online form if the patient can use it safely.
• Ask for only a general outline where that is enough.
• Check safe-contact needs if the patient cannot speak freely.

Do not ask for sensitive details in a public space when a more private, safe option is available.

Accessible Communication