Getting access to a record

Which one to use

Situation	Use	What you see
The patient can use their phone or app	Consent	What the patient agrees to.
The patient is with you now	Treatment basis	This visit and a non-sensitive summary. Sensitive history stays sealed.
A genuine emergency and the patient can’t consent	Emergency override	The full record, including sensitive history.

Steps

Send an access request

On the patient’s page, click Request access. The patient gets it in their app and approves or declines at Consent.

Or use a consent code

Click Send consent code to patient’s phone. The patient reads you the code. Type it and click Confirm code.

Open a treatment basis

Confirm identity (optional)

Click Confirm identity. You see Identity confirmed, Partial match or No match. Care continues regardless.

Date of birth (optional)

Tick I confirmed the patient’s date of birth matches only if they know it. Leave it unticked if they don’t.

Open it

Add a witness note if you like, then click Open treatment basis. The patient is notified.

To see sensitive items under a treatment basis, click Send consent code to unlock sensitive items.

Emergency override

Choose emergency override

Only in a genuine emergency, when the patient can’t consent, for example when they are unconscious.

Give a specific reason

Type why this is an emergency. It is required.

Click Break the glass

The full record opens. The patient is notified, and every override is recorded and reviewed.

Use the emergency override only in a real emergency. Prefer a consent code or a treatment basis whenever the patient can take part.

Common problems

Problem	What to do
That didn’t go through.	Try again. Check the code with the patient.
A nurse triaged the patient and you still can’t see the chart	The nurse’s access doesn’t pass to you. Open your own basis.
Note bodies are hidden	You are on a treatment basis. Full notes need consent.
The patient says they never got the request	Ask them to open Consent in their app, or use a consent code.

These access routes are built. PHB’s chief medical officer has not yet signed off the clinical governance for them (decision D-006).

Before you start