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Inadequate example: Confidentiality

  • Organisations we regulate

Key question: caring?

Population group: All groups

This example relates to Key Line of Enquiry (KLOE) C1: Are people treated with kindness, dignity, respect and compassion while they receive care and treatment?

When we inspected

We observed that staff did not always follow the practice’s confidentiality policy.  The practice switchboard was located close to the reception desk and although it was shielded by glass partitions, patients waiting at reception could hear confidential information being discussed on the phone.

Due to the position of the reception desk and the system in operation we noted that it was difficult to maintain confidentiality when speaking to patients at reception.

Why this is inadequate?

Whilst this can be a common issue in practices, this practice demonstrated a lack of respect to patients by not doing all they could to maintain confidentiality and privacy.

Information and guidance

Last updated:
10 August 2017


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