Listening to carers and relatives without oversharing

Carers and relatives often provide information the practice needs: deterioration, missed medicines, confusion, falls, safeguarding concerns or barriers to attendance. Listening does not mean you can disclose details from the patient record.

Receive information safely

If a carer reports increased confusion, stopped eating, missed tablets or possible harm, record and route that information even if you cannot discuss the patient's record with the caller. Explain that you will pass relevant information on, but that confidentiality limits what you can confirm or disclose.

This approach keeps carers engaged while protecting patient confidentiality and helps ensure the practice does not miss safety issues because staff are reluctant to record concerns.

Do not promise action you cannot confirm

Carers may ask for guaranteed callbacks, demand clinician action, or seek confirmation that the patient followed advice. Do not promise outcomes beyond your role. Say that you will record the information and pass it to the appropriate team or clinician.

If the information indicates immediate risk, use the urgent route rather than leaving it in a routine queue. Limits on disclosure do not mean safety concerns should be ignored.

Useful wording

• "I can take information from you and pass it to the right person."
• "I may not be able to discuss the patient's record without consent."
• "If you think there is immediate danger, I need to follow the urgent process."
• "I will record who raised the concern and what you have told us."

You can receive and pass on safety information without giving the caller confidential details they are not authorised to receive.

Carer frustration