"Concerns about staff and patient confidentiality"

About: Kent & Canterbury Hospital

I attended the fracture clinic and the x-ray clinic on two occasions a week apart in the last fortnight. On both days a receptionist in both clinics (two different people) told me personal information relating to where I lived/my personal details. In one case when I confirmed the name of my doctor I was told that that was the same doctor of the receptionist and when I confirmed my address I was told that the receptionist lived in a nearby road. In the second case, when I gave my name and address the receptionist (unknown to me) said "Yes, I know who you are, you get on the bus by the post office. I saw you helping that lady that lives on the corner of X street. I live in the road behind you that they built that blocked your view."

To provide information like this is unprofessional, places the receptionists themselves at risk by revealing where they live, and made me very concerned about whether these members of staff had any concept at all of patient confidentiality. I was there with a broken ankle and the second case also made me feel really uncomfortable, self-conscious and upset at a time when I was in pain and should have been able to expect professional treatment

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Responses

Response from Kent & Canterbury Hospital

I am sorry about this lack of staff and patient confidentiality.

While I am sure that the staff were responding like this to be friendly, it is not appropriate and I shall take up the issue with their line manager.

I hope that the pain you were in at the time is beginning to fade and that your ankle is well on the way to recovery.

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