Recording, sending errors and learning

Digital messages must leave a clear record. Staff should be able to see what was sent, when, who received it, any patient replies, and what action followed.

What to record

Some messages will file automatically to the patient record; others need a manual note or task. Follow your local process. If a message affects care, access, safety or the next action, record those details.

When sending messages manually, check the patient, destination, template, attachments and message content before sending. Common causes of breaches include selecting the wrong patient, replying in the wrong email thread, autofill errors, copying text from another record, or sending from a shared queue without confirming the contact details.

If something goes wrong

• Act promptly: inform the appropriate manager, information governance lead or clinician as your local policy requires.
• Do not hide the error: early reporting and action can reduce harm.
• Record facts: what was sent, to whom, when, and what immediate steps were taken.
• Consider patient impact: wrong disclosure, missed urgent action, distress or safeguarding concerns.
• Look for patterns: repeated errors may indicate problems with templates, workflow or training.

A messaging error is easier to manage safely when staff report it quickly and factually.

Breach reporting