Welcome

This course is for UK GP receptionists, care navigators, call handlers and frontline admin staff who must verify patient identity before sharing information, updating records, arranging access or routing requests.

Identity checks protect confidentiality and patient safety by ensuring information and requests link to the correct record and that relatives, carers or other callers act within their authority.

Safe verification uses proportionate checks for the situation, follows local procedure consistently, and escalates when identity, authority or safety are unclear.

What this course covers

• Why identity checks matter in general practice first contact.
• How to check identity proportionately on the phone, at the desk and through messages.
• How to handle relatives, carers, proxy users and other third-party callers.
• What to do when details do not match, the patient is distressed or safe contact is unclear.
• How to record identity checks, failed checks and escalation clearly.

Local identity procedures

What differs across the UK