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Case Study <br/>A patient calls wanting to make an appointment.<br/>The

receptionist asks if they have been to the practice before and they say they are not sure.
She opens the record keeping system and asks for their name so she can perform a search. As she enters the name the system alerts the receptionist that there is a patient by that name already attending the practice.
She opens the patient file and explains to the caller that there is a record of someone by that name attending the practice and proceeds to give them the address and date of birth of the registered patient to check if, in fact, it is them.
They answer that those are not their details and that they have changed their mind about making an appointment.


A. What steps should the receptionist have taken to ensure the patient had not been to the surgery before taking into account patient privacy and confidentiality?


B. Briefly discuss why the new patient may have decided not to make an appointment

Step-by-step answer

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