Recording identity checks and learning from near misses

Clear records make the next contact safer. They show what was requested, which checks were completed, what could not be confirmed and who is responsible for the next action.

What to record

Not every routine identity check needs a long note, but important or unusual contacts should be recorded. Include failed checks, requests to change contact details, third-party disclosure requests, safe-contact concerns, possible wrong-record risks and any decision to escalate.

Keep records factual and proportionate. Avoid judgemental labels such as "suspicious caller" unless supported by facts. Describe what you observed: "caller requested result but could not confirm local identity checks; advised patient to contact practice directly; no information disclosed."

Learning from problems

• Wrong patient selected: review search habits and identifiers.
• Information disclosed to the wrong person: report under the local incident process.
• Repeated failed checks: consider whether contact details need review.
• Unsafe voicemail or SMS: review safe-contact notes and messaging templates.
• Duplicate records: escalate through the record integrity process.

Incident reporting

Identity-check records should help the next staff member understand the request, the check and the safest next step.