Protecting people’s confidentiality and privacy on the telephone

When you make or receive telephone calls, for example, to set up an appointment, you should follow these simple safety precautions to ensure the privacy of the person you are calling:

Double check the number before dialling

Check your location

Make sure that your telephone conversation cannot be overheard, and that the person you are calling cannot overhear other confidential matters in the background.

Verify the person’s identity

Check the identity of the person you are speaking to by asking for two or three details such as their date of birth, postcode, and the first line of their address.

Once you have verified their identity

Let the person know the service you are calling from and the purpose of the call.

In case the call goes to voicemail

Before calling, check your organisation's local policy regarding voicemails and the person’s care record to see if they have opted into receiving voicemails.

Even if the policy and care record allow you to leave a voicemail, make sure it doesn’t contain any confidential information.

When your call is answered

Give your full name and the name of the organisation you are calling from, without specifics about the service or purpose of the call. Ask to speak to the relevant person by their full name.

When the relevant person answers or comes to the phone

Use the simple verification process described above to check their identity. Once you are satisfied you are speaking to the right person, tell them the service you are calling from and the purpose of the call.

When someone else answers the phone

Give your full name and the name of the organisation you are calling from, but not the service or purpose of the call.

Ask if there is a better time to speak with the person and end the call, even if the recipient applies pressure to extend it.

Try calling again, at the suggested time if possible. Set a limit on the number of attempts made to call at different days and times and record them, before you consider sending a letter.

Don’t assume that mobile devices are more secure than landline telephones.

Verify the person’s identity using the simple verification process described above, before offering any details about the service you are calling from or purpose of the call.

Check if you have called at an appropriate time and consider adjusting your questioning style to maintain privacy.

If the person you are calling on the telephone challenges you and asks for proof of your identity: advise them to hang up, call your organisation switchboard, and ask for your extension number. You can then perform the simple identity verification checks described above.

However, if you are calling from a potentially confidential or sensitive service, or have cause to be suspicious of the person’s identity, consider using an alternative form of communication.