Saying no to confidentiality breaches

A firm, safe refusal is needed when someone requests information they are not authorised to receive. This includes relatives, friends, neighbours, employers, care staff, partners or patients who are known to the practice.

Why confidentiality refusals can feel difficult

Callers may be worried, angry or convinced they have a right to the information. Knowing a patient's date of birth, address, medication or appointment history does not by itself prove authority to receive confidential details.

A helpful refusal protects the patient without dismissing the caller. You can listen to what a caller says, but you must not disclose confidential information unless there is clear consent, proxy access, legal authority or another lawful basis.

Protect confidentiality

• Check identity and authority using the local procedure.
• Share only what is necessary and permitted, not extra context to be helpful.
• Use proxy access and consent procedures to set up future authorised support.
• Record requests that create concern, especially if the caller is controlling or pressuring staff.
• Escalate uncertainty to a supervisor or information governance lead.

Helpful refusal wording

• "I cannot share appointment details without the right permission."
• "I can take information from you and pass it to the team."
• "The patient can update permissions through our practice process."
• "I understand you are trying to help, but I still need to protect confidentiality."

Knowing someone cares about the patient does not automatically give them the right to confidential information.

Safe contact and coercion