How to handle common patient questions about information security 

In an era where headlines about data leaks, cyberattacks, and NHS IT failures are common, patients are asking more questions about how their personal and medical data is protected. 

As a practice manager, receptionist, or team leader, you’ll likely hear some of these concerns directly - especially after events like a national data breach, a local IT failure, or when patients are asked to register for new digital tools. 

This guide helps you respond with confidence, clarity, and empathy, without overwhelming patients with jargon or legalese. 

Why this matters 

Trust is one of the most important currencies in general practice. It underpins how patients disclose sensitive information, engage with services, and respond to advice. 

When patients ask about data security, it’s not just technical curiosity - it’s a sign they care, and that they’re looking to you for reassurance. A dismissive or unclear answer can quickly erode confidence. 

Whether you’re dealing with verbal queries at the front desk or formal written questions under the NHS National Data Opt-Out or GDPR, your team should feel ready to respond. 

Common patient questions - and how to respond 

1. “Who can see my records?” 

Suggested answer: 
"Your records are only accessed by staff who are directly involved in your care or managing your appointments. Access is strictly controlled, and every time a record is viewed, it’s logged." 

Extra context if needed: 
"We operate on a need-to-know basis. That means only staff who need information to help you - like a GP, nurse, or receptionist arranging a referral - can see what’s relevant to their role." 

2. “How do you make sure my data is safe?” 

Suggested answer: 
"We follow NHS and legal standards for data protection. All staff are trained every year on information governance, and we use secure systems with encrypted data." 

You can also add: 
"We regularly audit access to records and have strict policies in place about sharing or handling patient information." 

3. “Do receptionists really need to read my records?” 

Suggested answer: 
"Receptionists only access the parts of your record that they need - for example, to book appointments or check your contact details. They’re trained in confidentiality and bound by the same privacy laws as clinical staff." 

Tip: 
Normalising their role helps. Try: “Just like the pharmacy team or your hospital admin team, they handle important information to support your care.” 

4. “Can I stop my data from being shared?” 

Suggested answer: 
"You have control over certain types of data sharing - like for research or planning - through the NHS National Data Opt-Out. For most care-related sharing, it’s important your information moves with you, but we can discuss any concerns." Link to share with patients 

5. “What happens if you get hacked?” 

Suggested answer: 
"We take data security very seriously and follow national NHS guidance. If anything ever went wrong, we would inform the Information Commissioner’s Office and any affected patients immediately." 

You can also reassure: 
"We have technical safeguards like encryption and secure logins, and our staff are trained in spotting phishing and cyber threats."

6. “I saw a headline about a practice being fined. Could that happen here?” 

Suggested answer: 
"Every NHS organisation is accountable to the Information Commissioner’s Office. We regularly review our policies and systems to make sure we meet the latest standards." 

Tone tip: 
Keep it calm, not defensive. You’re showing due diligence, not fear. 

7. “Can I see everything you hold about me?” Suggested answer:

Suggested answer:
"Yes. You have the right to request a copy of your full medical record - it’s called a Subject Access Request. There’s no charge for this, and we aim to complete it within one month." 

Helpfulness tip: 
Offer a printout of your SAR policy or an online access form via the NHS App, if appropriate. 

Empowering your team to answer confidently 

While GPs and nurses may rarely get asked these questions, frontline admin and reception staff face them regularly. And the confidence with which they respond can make all the difference. Consider offering: 

• A cheat sheet with standard responses and escalation points.

• Roleplay training to practise dealing with angry, anxious, or confused patients. 

• A quick refresher during staff briefings, especially after a breach or update. 

Helpful resources to keep handy 

• NHS Your Data Matters. 

• ICO guide to individual rights. 

• NHS National Data Opt-Out Programme. 

Final word: It’s about reassurance, not just compliance 

When patients ask about data protection, it’s not a challenge - it’s an opportunity. It’s a moment to show that your practice takes privacy seriously, that your staff are well-trained, and that patients are safe in your hands. Answering well doesn’t just meet your legal obligations. It strengthens trust, improves digital adoption and reinforces the professional integrity of your team.