Telephone identity checks and call-back safety

Telephone work is convenient but higher risk because you cannot see who is calling or who may be listening. A calm, consistent identity process protects patients and staff.

Before sharing information

When the caller is the patient, follow the local procedure to confirm identity before discussing confidential information. If the caller is not the patient, check whether they have authority to receive the requested information. For example, someone may be allowed to book appointments but not to receive test results, or to collect prescriptions but not to discuss mental health notes.

If the call is interrupted, disconnected or unclear, use the approved call-back route rather than continuing with uncertain contact details. Calling back to the registered number may be sufficient for some tasks, but not where there are safe-contact notes, domestic abuse concerns or a recent change of phone number.

Safe call-back practice

• Confirm the best number where the local process allows.
• Check safe-contact notes before leaving voicemail or sending text messages.
• Use neutral wording where messages may be heard or read by others.
• Record failed contact when it affects clinical, safeguarding or administrative action.
• Escalate uncertainty if the contact route itself appears unsafe.

Do not reveal information during the check

If the caller fails an identity check, avoid giving hints that reveal the record. For example, do not say, "That is not the address we have; is it the High Street one?" Instead, explain that you cannot continue with the request and offer the approved route for updating or verifying details.

Call recording

On the phone, identity and authority must be clear before confidential information is shared.