Briefing reception on identity checks before opening a file
Most unauthorised glimpses of client records start with a hurried hand-over at the front desk. A calm identity check script protects both staff and clients.
Reception staff stand at the busiest doorway to client records. A relative collecting “something for my spouse,” a courier asking to drop papers “on the desk,” or a former employee returning for a chat can all create pressure to hand over a folder quickly.
A usable script is short. Confirm the client name and matter reference, ask for an agreed form of identification, and verify whether the person is authorised to collect or view documents. If the file is sensitive, require a named advisor to approve the release. Write the steps on a card under the counter so temps are not improvising.
Physical layout matters. Keep active files behind the desk, not in a pile facing the queue. Use a cover sheet that hides personal details while the folder waits. When Workspace Rowanfield runs staff briefings, we rehearse awkward moments — a shouting visitor, a familiar face without ID — so the script feels practised rather than rigid.
Close the loop after each release. Note who collected what, at what time, and which advisor approved it. Those few lines become invaluable if a client later asks who saw their records.