Checking identity and choosing the right record

Carry out active identity checks. Rather than asking, "Are you John Smith?", ask the person to state specific identifiers such as full name, date of birth and address or postcode. Local systems may also use an NHS number, record number or another identifier.

The purpose is to ensure the correct patient's record, order, appointment, image, referral or message is used. Explain briefly: "I just need to check we have the right record."

When to check identity

• Booking or changing appointments: confirm the record before adding notes or changing times.
• Opening a record: check identifiers before viewing or updating information.
• Handing over orders: verify the person, product and collection details before release.
• Taking payments or NHS details: make sure the transaction is linked to the correct person.
• Handling phone calls: verify identity before discussing appointment or record details.
• Attaching images or documents: pause if the name, date, device or upload destination is unclear.

Higher-risk identity situations

Take extra care when names are similar, family members share an address, a child attends with an adult, a patient uses a different name from the record, spelling varies, the person has recently moved, or duplicate records appear.

Companions, carers and relatives may assist with arrangements but do not automatically have the right to personal information. If you are unsure whether someone can speak for the patient, follow local procedure or escalate.

Manager and system controls

Names are not enough. Use active identity checks before records, orders, appointments, images or handovers are changed.