Offer alternatives to self check-in, GPs advised

GP practices who use patient self check-in systems need to make sure patients are informed about their use and offered alternative systems, a medical defence body has warned.

The Medical Defence Union (MDU) has issued advice about the use of automated appointments systems after receiving a number of calls from MDU members with check-in systems whose patients had raised confidentiality concerns.

One surgery received a complaint from a patient who needed help from another patient to put his name and date of birth into a computerised appointment system when arriving at the practice. The patient complained that he had been forced to give confidential information to another person in order to use the system.

Dr Paul Colbrook, MDU medico-legal adviser, said growing numbers of surgeries were using automated appointment management systems rather than calling the patient to see their doctor over a public address system.

He added: “When introducing new systems into their practices that involve use of patient data, GPs are advised to ensure they take reasonable steps to inform patients, for example using a notice or leaflets in the surgery or an additional note on prescription forms. Patients should be informed that they are within their rights to opt out of the system if they do not feel comfortable and it is advisable to offer an alternative for these patients – such as speaking to a member of staff.”

Dr Colbrook said that in addition, under the Data Protection Act 1998, patients have a right to know what will happen to the data held about them and to agree to its processing or disclosure.

GPs have also contacted the MDU to ask if LED display boards showing the patient’s name, the doctor they are visiting and the consultation room number, could breach confidentiality because the displays reveal patients’ names to other people in the waiting room, even though no clinical details are displayed.

The MDU contacted the General Medical Council which said it had no ethical objections to the use of electronic display boards provided that did not include information about the nature of the treatment being offered to the patient.

The GMC told the MDU that it would be “extremely unlikely” to take action against a doctor’s registration over use of LED boards so long as practices had followed the MDU’s advice to inform patients about the use of such systems and their right to opt out.