Recording, handover and clear next steps

Record third-party contacts clearly so the next member of staff can see who called, what checks were made, what information was given or received, and what should happen next.

A brief note such as "daughter called" or "carer asked about meds" may not be sufficient. It leaves unclear whether identity or consent were checked, whether information was shared, whether safeguarding issues were raised, or whether any follow-up is needed.

What to record

• Who contacted the practice: name, relationship, role, organisation and contact details where appropriate.
• What they asked for: appointment details, results, records, prescriptions, access changes, safeguarding help or advice.
• What authority was checked: consent, proxy access, legal authority, practice note, supervisor advice or lack of authority.
• What information was received: concerns from the caller, including exact words where relevant.
• What information was shared or refused: with the reason and any explanation given.
• Who owns the next step: clinician, safeguarding lead, records lead, manager or patient follow-up.

Updating permissions safely

Patients can add, limit or remove permission for someone to speak to the practice. Changes must follow the approved process. Do not make informal changes because a caller pressures you or because of an unrecorded remark.

If a patient withdraws permission, do not rely on the previous note without confirming the change. If the request suggests pressure from a family member or another safety concern, escalate before contacting the household in a way that could increase risk.

Handover and continuity

Clear handover reduces repeated errors. It helps the next staff member avoid oversharing, using unsafe contact methods, repeating disagreements, or missing safeguarding clues.

Updating permissions

Good records protect the patient's confidentiality and help carers and advocates use the correct route next time.