When identity is uncertain or the check fails

If an identity check fails or is uncertain, avoid argument. Use calm, neutral language, offer a clear alternative route, and escalate promptly when confidentiality or safety may be affected.

Use calm, neutral wording

Failed checks can frustrate callers who feel obstructed. Keep the focus on practice procedure rather than personal trust. For example: "I cannot complete that request on this call because the check has not matched. I can explain the route we use to sort it safely."

Do not let pressure, urgency or emotion lead you to bypass the process. Equally, do not ignore urgent clinical or safeguarding concerns because identity is unclear. You may be unable to disclose information, but you must still accept relevant information and escalate any risk.

When to escalate

• The caller cannot verify identity but describes urgent symptoms.
• A caller asks to change details after failing checks.
• Someone appears to be controlling the patient or speaking over them.
• There are conflicting records, duplicate patients or possible wrong-record risk.
• The patient becomes distressed, threatening or unsafe after refusal.

Wrong-record risk

A failed identity check may stop disclosure, but it does not stop you receiving and escalating urgent safety information.