Patients contacting SevernSide Services have the right to remain anonymous, and we must always respect that choice with understanding and without judgement. Some callers may not feel ready—or may be unable—to share their personal details. In these situations, it's important to continue offering support and to gather as much relevant information as possible to help guide safe decision-making for that episode of care.
Your approach may include:
- Gently explaining that sharing their details can make a real difference to the safety and effectiveness of the care we provide. It allows us to access their NHS health record ensuring the advice, support, or referrals we offer are appropriate to their needs and clinically safe. You might say something like: “You're completely free to stay anonymous, but if you’re comfortable sharing your details, it can really help us make sure the care and advice we provide is as safe and appropriate for you as possible.”
- Explore the reasons for wishing to remain anonymous and address any fears or concerns. Asking directly 'are you safe?' may provide an opportunity for the caller to indicate to you if this is not the case.
- Ask if they may be willing to share their current location/ area or what3words (geographic coordinates) so that we know what services are available to them and where we can potentially refer to, if needed.
- Check if they would be willing to give details for a friend or relative we can contact if we lose signal and need to call them back
- Address their health complaint, as best you can, with the information provided.
- Signpost to resources that maybe relevant such as Next Link or ManKind
Our aim is always to create a respectful and supportive environment where patients feel informed, in control, and confident that their care and privacy are equally valued.
If there is a high-risk clinical concern or immediate safeguarding concern please discuss with the CC and consider contacting 101 or 999.