Confidentiality on the phone: when a relative asks about someone's medicines

Introduction

Relatives ring pharmacies every day. Most of them are exactly who they say they are, and most are trying to help someone they care about. That is what makes these calls tricky. This scenario looks at one ordinary phone call and how it could have gone better.

What happened?

A counter assistant had been in post for about eight months at a busy community pharmacy. One afternoon she answered the phone. The caller said she was the daughter of a regular patient, gave his name and street, and explained that she was sorting out his tablets for the week. She asked whether his prescription was ready and what the new tablets were, because he could not remember the name.

The assistant wanted to help. She found the bag on the shelf, read the name of the new medicine from the label and mentioned that it had been started the week before. The caller thanked her and rang off.

Two days later the patient came in, upset. He had not told his family about the new medicine or the reason for it, and had wanted to choose his own moment. His daughter had looked the medicine up and asked him about it. He wanted to know how she had found out.

What was the concern?

• Information about a person's medicines is confidential. That includes the name of a medicine and the fact that something new has been started.
• Nobody had asked the patient whether he was happy for the pharmacy to talk to his daughter. Being a close relative does not give someone a right to the information.
• The assistant could not be sure who was on the phone. A name and a street are things many people know.
• The decision to share was made by the assistant alone. Requests like this should go to the pharmacist or pharmacy technician, who weigh up each one on its own facts.
• The patient lost the chance to tell his family in his own way. That kind of harm cannot be undone, even when everyone meant well.

What was the outcome?

In this scenario the matter was dealt with inside the pharmacy. The assistant told the pharmacist exactly what she had said on the call. The pharmacist apologised to the patient, explained what had happened and recorded the incident. With his agreement, a note was added to his record saying who the pharmacy may and may not speak to about his medicines.

The pharmacist then ran a short team briefing. The team agreed a simple set of words for phone calls about someone else's medicines and practised using them.

What could she have said?

A safe reply is polite and does not confirm or reveal anything. For example: 'I can't discuss anyone's medicines over the phone without their say-so, but let me see how we can help.' Then offer a way forward:

• Ask whether the patient is there and can come to the phone, so the pharmacist can speak to him directly.
• Offer to ask the pharmacist to ring the patient back on the number the pharmacy already holds for him.
• Take the caller's name, number and question, and pass the message to the pharmacist.
• Listen. A caller can always tell you things, such as a worry about how someone is coping. Passing a concern on to the pharmacist does not breach anyone's confidentiality.

If the caller says it is urgent or that someone is unwell, do not try to judge it yourself. Hand the call to the pharmacist straight away.

What can we learn?

1. Treat a phone call like the counter. If you would not hand the information to a stranger at the till, do not read it out to a voice on the phone.
2. A relative, partner or carer needs the patient's agreement before the pharmacy shares information with them. Do not assume it has been given.
3. It is not your decision to make. Pass the request to the pharmacist or pharmacy technician.
4. Think about who can hear you. A patient's name and medicine said aloud on the phone can be overheard by people in the shop.
5. If you think you have said too much, tell the pharmacist the same day. Speaking up early lets the pharmacy put things right.

Relevant pharmacy practice

Standard 7 of the GPhC standards for pharmacy professionals is about respecting and maintaining a person's confidentiality and privacy. The GPhC's guidance on confidentiality, updated in November 2025, explains that information about a person's medicines, whether prescribed or bought, is confidential, that the duty applies whatever the person's age, and that it continues after they have died.

The guidance says that requests for information can come from relatives, partners and carers, and that each one should be considered case by case. Consent should normally be sought before information is shared. It also says identifiable information should not be discussed where others could overhear, and that when information is disclosed a record should be kept of who asked, whether consent was given and what was shared.

The standards and guidance are written for pharmacists and pharmacy technicians, but the guidance expects them to make sure everyone in the team understands their part in keeping information confidential. Data protection law applies as well, and your pharmacy's own procedures will set out how it is followed day to day.

PPets learning connection

Confidentiality and communication with patients and carers are core content in the Level 2 Certificate for pharmacy support staff. This scenario works well as the basis for a reflective account.

Record this as CPD

Registered pharmacy technicians can use this article towards GPhC revalidation, as an unplanned CPD entry or as the starting point for a reflective account. Pharmacy assistants and trainees can use it as evidence of reflective practice. Note down three things:

1. What you learned from this article
2. How you have applied it, or will apply it, in your own role
3. The benefit to the people who use your pharmacy's services

Sources and further reading

• GPhC: In practice: guidance on confidentiality (November 2025)
• GPhC standards for pharmacy professionals

Related from PPets

• Level 2 Certificate for pharmacy support staff
• Free resources

This article is for general educational purposes only. It is not legal advice, professional regulatory advice or clinical advice about an individual patient. Always follow your pharmacy's SOPs and check current official guidance and product information.

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