Pressure from patients, relatives and carers

Patients, relatives and carers sometimes ask for exceptions. They may be anxious, trying to protect someone, or know staff personally. They may request information or actions that staff must not provide without proper authority.

Kindness is essential, but pressure does not change confidentiality, consent, appointment rules, clinical limits or local protocols.

Common pressure points

• "Just tell me what the doctor wrote."
• "I know you have hidden appointments."
• "Can you squeeze me in because you know me?"
• "My mum said I can speak for her."
• "Can you message the GP directly for me?"
• "You know what this means, just tell me."

Pressure from a patient or supporter is a reason to slow down and follow the process, not a reason to make an exception quietly.

Consent and Proxy Callers