Test results, medicines and messages

Results, medicines and messages commonly cause role confusion. Tasks can look administrative, but a patient's question may need clinical interpretation or formal advice.

Frontline staff may pass on authorised messages, book approved medication reviews, route queries about prescriptions and record patient contact. They must not explain what a result means, advise on changing medication, or alter the tone of a clinical message without explicit authorisation.

Stay safe with

• Exact authorised wording for results.
• Clear prescription or medication-review workflows.
• Escalation for missing, urgent or unclear medicine requests.
• Tasks sent to the correct team or clinician.
• Records showing what was said and by whom.
• No personal interpretation of clinical information.

Passing on an authorised message is different from interpreting clinical information.

Online Record Access