> ## Documentation Index
> Fetch the complete documentation index at: https://docs.phbhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How records are protected

> Who can see a patient's record on PHB, and why a clinician sometimes can't.

A patient's record belongs to the patient. Staff can't open it just because they work at a hospital. They need a reason that PHB recognises.

## The ways a clinician gets access

| Way in | When it's used | What the clinician sees |
| - | - | - |
| **Consent** | The patient approves an access request in their app, or reads a consent code to the clinician. | What the patient agreed to. |
| **Treatment basis** | The patient is present and is being treated now. | This visit and a non-sensitive summary. Sensitive history stays hidden. |
| **Emergency override** | An emergency where the patient can't give consent. | The full record. The clinician must give a reason. The patient is told, and the access is reviewed. |
| **Guardian** | A parent or carer managing a child's or dependent's record. | The dependent's record, as the link allows. |
| **Self** | The patient viewing their own record. | Everything. |

## What patients control

* **Approve or decline** a clinician's access request at **Consent**.
* **Revoke** access they gave.
* **See who opened their record** in the **Access log**.
* **Share** a record with a clinician who isn't on PHB, using a link and passphrase that expire.
* **Download** a copy. The link is emailed, never shown on screen.

## What staff don't see

* **Front desk and cashier** see names, contact details, visits and bills. They never see clinical notes, results or diagnoses.
* **PHB's Care Line** sees what they need to call you back. They don't see your clinical record.
* **PHB's administrators** run the network. They have no screen that opens a patient's record.

## Sensitive results

Some lab results, such as HIV tests, are held until the ordering doctor has spoken to the patient. Until then the patient doesn't see that result at all. Then the doctor releases it to the patient.

## Identity checks never block care

Staff may ask "who are you?" to confirm a patient's identity. This is a check, not a gate. A patient who can't confirm their date of birth, or has no phone, is still treated.

## Why a clinician can't see a patient

If you are staff and a record is closed to you, it is because you have no basis yet. Ask the patient for consent, open a treatment basis while they are with you, or, only in a real emergency, use the emergency override. See [Getting access to a record](/guides/doctor/getting-access-to-a-record).


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