Third-party callers, carers and proxy access

Relatives, carers, advocates and support workers often provide information that helps care. Their involvement does not automatically give them the right to receive confidential details. The patient's wishes and safety must guide any decision to disclose information.

Separate listening from disclosing

You can take information from a relative or carer, for example about safety, deterioration, medicines, missed appointments or communication needs. That does not mean you should share confidential information in return. If their authority to receive information is unclear, record what they tell you and refer the matter through the appropriate clinical or administrative route.

Proxy access, recorded consent and legal authority vary. A proxy may be able to order repeat prescriptions but not view results. A next of kin entry does not itself authorise disclosure. A previously recorded permission might have been changed by the patient.

Check before sharing

• Who is calling? Record their name and relationship or role.
• What do they want? Appointment help, information, record access or urgent support.
• What authority is recorded? Consent, proxy access, legal role or local note.
• Is the information necessary? Share only what the authority and task allow.
• Is there any safety concern? Escalate coercion, pressure or conflicting accounts.

Proxy access

You can receive relevant information from a third party without automatically disclosing confidential information back.