Who may contact the practice on a patient's behalf

People often call GP practices on behalf of someone else. Some callers are offering practical help; others have a formal role. Some try to protect the patient, while others may be seeking information they should not receive.

Start by separating three things: who is calling, what they want, and what authority they have. A caller can be helpful without being authorised. Authorisation can be task‑specific and time‑limited.

Common third-party callers

• Family members and friends arranging appointments, transport, reminders or practical support.
• Unpaid carers who assist with daily living, medicines, communication or attending appointments.
• Formal care staff from care homes, supported living, domiciliary care or hospital discharge teams.
• Parents, guardians and foster carers contacting the practice for a child or young person.
• Advocates, attorneys, deputies or appointees with defined support or decision-making roles.
• Interpreters, support workers or community workers helping with communication or access.

Helpful does not always mean authorised

A daughter who books transport may not be authorised to receive test results. A carer who reports confusion may not be entitled to the full medication list. A parent is not automatically entitled to details of an older young person's sensitive appointment.

These checks protect patient confidentiality and safety. They also protect relatives and carers by directing them to the correct route for consent, proxy access or professional review.

What to do early in the call

• Clarify the caller's role: ask about their relationship to the patient, their organisation or job, and any formal authority they hold.
• Clarify the purpose: confirm whether they are booking, cancelling, reporting a concern, asking for results, requesting records, changing details or seeking online access.
• Check the record: look for recorded consent, proxy access, safe-contact notes, safeguarding warnings or limits on sharing.
• Escalate uncertainty: consult a supervisor, clinician, safeguarding lead or records lead rather than guessing.

Caller knowledge

Always separate helpful involvement from authority to receive or act on confidential information.