"Confidentiality"

I attended an appointment at Torbay Hospital last month.  I requested a copy of the summary  letter for GP  which was efficiently sent.  However, the letter had been carelessly  folded in such a way that the details of the department I attended and the name of the Consultant were clearly visible in the address window.  This would have been visible to anyone handling the letter including the Postal Service etc.  In my opinion, this constituted a breach of confidentiality.   I complained to the PALS Team.  Although the issue could not be undone, they addressed the issue in the best way that could be done practically.  They also responded to my complaint in a very timely manner.  So well done PALS for your efficient Service.

During my communication with PALS, I also discussed another recent situation that I judged inapt with regard to confidentiality but did not affect me personally.  This was when I was in relatively full waiting room, awaiting treatment at Torbay.  A staff member came into the room and stated to another patient in a loud voice that she would not be able to have her magnesium treatment today. In my opinion, this could have been done in a more apt way with respect for privacy or are our specific reasons for attending appointments now in the public domain?

Not long after, I attended for an appointment at Paignton Health and Well Being Centre.  I was in the waiting room.  When I was eventually called for my appointment, a gentleman who was also waiting asked the practitioner if we was away to do a certain scan.  The practitioner said yes.  I informed them that it was inappropriate to say that to the man as it was not his business why I was here.  This staff member did eventually apologise. 

 At the same appointment, when I was booking in at the reception there, I gave my name the appointment time and the clinic I was attending. .  I was asked to confirm my personal details with another patient roughly 5cm away from my side.  Another recent similar example was at Torbay Hospital when I had been sent to Xray after an outpatient appointment.  Everything was written on the form which I had read and checked beforehand.  And yet still when going to the reception area (which really is like a public thoroughfare), I get asked who I am, date of Birth, which department  sent me, why was I attending etc.  Really it is all on the form, why do I need to regurgitate my details verbally  in a public area?

All the above occurred within a four week period.  I have also related confidentiality issues when attending for a Echo Scan at Cardiology in a previous post on this site.   My understanding of confidentiality would appear to be at odds with what I have seen practised at Torbay.   All the above could have been attended to with respect for privacy and adherence to confidentiality without incurring additional resources.

  On a positive note,  an example of good practice was my experience at the Breast Care Unit during the same time period.  When I booked in for an appointment and gave my name, the receptionist turned her computer screen around and asked me to check if my personal details were the same.  I said yes, and job done with respect for privacy.