Different callers, different authority

Third-party callers include relatives, carers, formal care workers, interpreters, solicitors, employers, police, social workers, schools, pharmacies, hospitals, advocates and representatives. The caller's relationship to the patient affects the approach, but it does not replace checks on identity and authority.

Start with the purpose

Be clear about what the caller wants before deciding what can be shared. Passing on a message is different from requesting blood results; a carer reporting deterioration is different from asking for a full medication history. Treat professional-to-professional contacts differently from casual enquiries.

Ask only the questions needed to understand the request and follow your local process. Avoid being drawn into extended discussions where information is revealed gradually without proper authority.

Keep the call focused

Some callers offer long explanations to justify their request. Listen, but do not allow length or emotion to prompt unplanned disclosure. Your decision should rest on identity, authority, purpose and local policy.

If the caller is unsure what they need, briefly restate the request in neutral terms and route it to the correct person or team. This prevents reception staff from informally investigating records on the spot.

Typical request types

• Information about appointments: dates, attendance, cancellations, call-backs or who the patient saw.
• Clinical information: results, medication, diagnoses, referrals, letters or treatment plans.
• Action requests: booking, cancelling, changing contact details, ordering prescriptions or requesting records.
• Safety information: concerns about confusion, self-neglect, abuse, missed medicines or urgent deterioration.

The caller's relationship explains why they may be contacting the practice; it does not by itself determine what information can be disclosed.

Professional callers