Contact preferences, objections and safe contact

Patients can agree to some message types but not others. A mobile number on the record does not mean every topic is safe to text, and an email address does not guarantee the account is private.

Preferences are not all-or-nothing

A patient may accept SMS for appointment reminders but not for test results. They may prefer email for routine administration and a phone call for sensitive matters. Contact details can change, or a patient’s circumstances may make messaging unsafe.

Contact preferences, objections and safe-contact restrictions should be clearly visible and updated through the correct local process. If a patient says a route is unsafe, treat that as a safety concern rather than a minor preference.

Safe-contact concerns

• Shared phones or email accounts: someone else may see messages before the patient.
• Domestic abuse or coercion: a partner may monitor notifications, calls, inboxes or online records.
• Young people: parent or proxy access may make sensitive messages unsafe.
• Carers or proxies: the proxy's access level may not cover every type of message.
• Wrong or old details: contact details may belong to a relative, employer or previous patient.

Safe contact means checking not only where a message is sent, but who may be able to see it.

Updating contact preferences