Sensitive topics, proxy access and shared devices

Some messages carry risk because of their subject matter; others because someone besides the patient can access the channel. Consider both content and access before sending.

Topics needing extra care

Sexual health, contraception, pregnancy, mental health, safeguarding, domestic abuse, complaints, test results, cancer pathways, substance use and appointments for children or young people can require extra caution. These topics can be messaged, but the wording and the route must suit the sensitivity involved.

Proxy access adds complexity. A parent, carer or representative may see some but not all information. Young people may need confidential access. A vulnerable adult could be put at risk if a controlling person receives appointment or result messages.

Shared access questions

• Who owns or controls the phone, email account or app access?
• Is proxy access recorded and limited?
• Could the message reveal something the patient asked to keep private?
• Is the patient a child, young person or adult with safeguarding concerns?
• Does the record include safe-contact or visibility warnings?

Before sending sensitive information, check both the content and who may be able to see the message.

Proxy and safeguarding