Protecting patient confidentiality - a shared responsibility

Every day, patients trust the NHS with some of their most personal information about their health, lives and families. Protecting that information is a fundamental part of delivering safe, compassionate and professional care. 

For NHS Professionals (NHSP) Bank Members and Doctors Direct colleagues working through NHS Professionals, this responsibility remains the same regardless of where you are working. Whether you are undertaking a shift in a ward, community setting, clinic, urgent care, or supporting operational services, access to patient information should only ever be for legitimate professional reasons connected to your role and responsibilities during that shift. 

Maintaining confidence and confidentiality 

Recent NHS guidance, has provided an important opportunity for all healthcare workers to reflect on our collective responsibilities when accessing patient records and to ensure we continue to uphold the highest standards of confidentiality. 

Patient confidentiality is central to maintaining public trust in healthcare services and any concerns regarding inappropriate access must be taken seriously and investigated appropriately. 

Most healthcare workers handle confidential information appropriately every day. However, even isolated incidents can have a significant impact on patients, families and public confidence in healthcare services. 

Learning from recent cases 

One recent case that has attracted national attention involved Oliver McGowan, whose family discovered that his medical records had been accessed numerous times following his death. Whilst investigations sought to distinguish legitimate professional access from access that may not have been appropriate, the case highlighted the distress that concerns about record access can cause families. 

For healthcare professionals, the key learning is that confidentiality extends beyond direct patient care. Patients and families need confidence that information shared with healthcare services will only be accessed by staff with a genuine need to view it. 

This principle applies equally to NHSP Bank Members and Doctors Direct colleagues.  

Working across different locations may mean encountering patients, colleagues, friends, family members, or individuals known within the local community. However, familiarity with an individual does not provide a legitimate reason to access their records. Access should always be based on a professional requirement linked to the care or service you are providing. 

Understanding the professional impact 

Recent national reporting has highlighted an increase in disciplinary action across the NHS where staff have accessed records without appropriate justification. Outcomes have ranged from formal warnings, through to dismissal and referral to professional regulators, in the most serious cases. 

All electronic patient record systems maintain audit trails. This means organisations can review who accessed a record, when it was accessed and what information was viewed. Regular monitoring is undertaken across NHS organisations to help ensure patient information remains secure. 

Accessing records: a useful question to ask yourself 

Before opening any patient record, pause and ask: 

"Do I need this information to carry out my current role and responsibilities for this patient, service or shift?" 

If the answer is yes, access is likely to be appropriate. 

If you are unsure, seek advice from a Ward Manager, the Nurse in Charge or the supervisor at your host NHS organisation. 

Our commitment 

As healthcare professionals, we all play a part in maintaining the confidence that patients place in the NHS and the service we provide. 

We can further support this by: 

• Only accessing the information/record required to perform our role 
• Respecting the confidentiality of every patient, service user and colleague 
• Being mindful that all electronic record access is auditable 
• Following local NHS Trust policies and information governance requirements 
• Seeking advice if you are unsure about appropriate record access 
• Maintaining the same professional standards, regardless of where you are working 

Patient records tell deeply personal stories. Every time we access them, we should do so with a clear purpose, respect for the individual behind the record and an understanding of the trust that has been placed in us. 

Thank you for your continued support and professionalism. If you have any questions, please speak to you Ward Manager, Nurse in Charge or supervisor.