Welcome

Relatives, carers, advocates and other representatives often help patients access GP services. They may book appointments, explain access needs, collect prescriptions, support communication or raise urgent concerns.

Contact from a third party creates risks around confidentiality, consent, authority and safeguarding. Someone who sounds concerned may not have the right to receive confidential information. Someone who knows many personal details may still be mistaken or exert control. The patient's privacy and choices must guide decisions about sharing information.

Receptionists, care navigators, call handlers and frontline admin staff are usually the first to speak with people calling on a patient's behalf. The practical task at first contact is to identify the caller, check their request, confirm consent or legal authority, protect confidential information, listen for risks, and escalate if uncertain.

Focus

• Third-party callers: who may contact the practice and why being involved does not automatically give authority.
• Identity, consent and confidentiality: what to check before sharing information or acting on a request.
• Proxy access and online services: how recorded permissions may be limited and why safeguarding still matters.
• Parents, carers, advocates and representatives: how roles differ and when to escalate uncertainty.
• Coercion, disagreement and safe contact: recognising when a third-party caller may increase risk.
• Recording and handover: noting who called, what was checked and what happens next.

A simple safety spine

• Identify who is calling
• Check what they are asking for
• Confirm consent or authority
• Share only what is permitted
• Escalate uncertainty or risk
• Record the contact clearly

Local consent procedures

What differs across the UK

Safe third-party contact means explaining confidentiality limits, recognising when a caller may present a risk, checking proxy or consent arrangements, and recording contacts so the next member of staff can see what was received, shared, refused or escalated.