Identity, consent and confidentiality

Before sharing information or acting on someone else's request, staff must confirm who is calling, what they want, and whether the patient has given permission or another lawful basis applies.

Confidentiality is part of providing safe care. Practices must not disclose information simply because a caller sounds authoritative, is a relative, or claims to be acting in the patient's interests.

Core checks before disclosure

• Identify the patient using the local process.
• Identify the caller and their relationship, role or organisation.
• Check the request: what information or action is being asked for?
• Check authority: recorded consent, proxy access, legal authority, safeguarding basis or another approved route.
• Share only what is necessary: even when authority exists, avoid unnecessary extra detail.

Consent may be narrow

A patient might permit someone to book appointments but not to receive clinical details. Permission may cover a single call but not ongoing access, or allow prescription collection but not test results. They may grant a partner general help yet exclude sexual health, mental health, safeguarding or pregnancy-related information.

Consent should be current, relevant and specific to the request. If the record is unclear, pause and seek advice rather than sharing information that cannot be retracted.

Explaining confidentiality without sounding dismissive

Reception staff often need to refuse or pause a request while remaining respectful. Acknowledge the caller's concern, explain the need to protect the patient's information, and offer an appropriate next step.

• "I can take information from you and pass it to the clinician."
• "I cannot share those details unless we have the patient's permission recorded."
• "There is a process for the patient to give permission or set up proxy access."
• "Because this involves sensitive information, I need to check with a senior colleague."

Caldicott and minimum necessary

Confidentiality is not unfriendly; it protects the patient and the relationship with the practice.