A care home has been given an ‘inadequate’ rating for confidentiality.

The CQC inspectors were concerned about the switchboard being so close to the reception area. Although it was shielded by glass partitions, relatives and visitors waiting at reception could hear confidential information being discussed on the phone. The inspectors felt that the setting demonstrated a lack of respect to residents and their families by not doing all they could to maintain confidentiality and privacy.

1. What legislation and/or standards could the care home turn to for guidance on confidentiality?
2. Looking around your setting, is there any way individuals, their families, or visitors could overhear confidential information?
3. What could this care home do to improve their practice?

It is rare that there is just one way to respond to a scenario or situation, so do not consider that the responses you have to the above scenario will be judged as right or wrong. Share your scenario with a work colleague or friend and ask them to tell you whether they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your assessor.