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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

I think I've fucked up at work.

110 replies

RainbowBriteUk · 02/10/2021 16:30

I work in healthcare and my job involves taking with clients a lot.

Today I rang someone, said I was calling from organisation name and asked to speak to (clients name). I thought it was the client who I've spoke to a few times but it wasn't, the person who answered (landline) said he was out. Because I said the organisation name I've fucked up, haven't I? We cater people who have a few conditions and the person who answered might not know client has these conditions. Our org name doesn't include anything to do with the conditions but all it would take would be a quick Google of our org name. Fuck fuck fuck!

OP posts:
SurferRona · 02/10/2021 17:21

You could have been calling to shake them down for a donation, or to volunteer, or other non-clinical reasons. If you didn’t disclose their clinical history or talk about the reason you were making contact, then I wouldn’t consider it a breach. 🤷‍♀️

Chipsinthewoods · 02/10/2021 17:21

Is it an org that might possibly make contact about a charity donation to or for marketing reasons? I suspect they will probably think no more of it.

CecilieRose · 02/10/2021 17:28

@Couchbettato

If someone googled your companies name would it tell them what your expertise is?

If yes, then its public domain knowledge and you haven't fucked up.

If you've provided specific information about a client that's a breach of data protection.

You're missing the point. If the organisation name will 'out' the patient for having a condition they don't want people to know about, that's the issue.
FreeBritnee · 02/10/2021 17:29

It’s not a domestic violence charity I assume?

Thisisworsethananticpated · 02/10/2021 17:33

you said "It's Sally from the herpes clinic" maybe you fucked up
GrinGrin

BiLuminous · 02/10/2021 17:34

Well, from this experience I'm sure you won't do it again. You're human and made a mistake. You're working overtime too, hopefully your boss can understand that.

I think I'd tell my manager. It'd be tempting not to because you might get away with it, but if you don't and they complain then it'll look bad that you didn't recognise and fess up to the mistake when you made it.

Meruem · 02/10/2021 17:35

It’s easy to forget but we are human beings. Not machines. As such, we sometimes make mistakes. Most of us have been there, I know I have. You sound a really conscientious employee and any decent organisation wouldn’t be sacking you for one mistake. Please try not to let it ruin your weekend. If you’d feel happier mentioning it to your manager on Monday then of course do so. But it was an honest mistake.

MrsPinkCock · 02/10/2021 17:35

@GoWalkabout

Its pretty unlikely to be raised by the client I don't know that I would report myself, just learn from it or ask as a question 'should I avoid saying the organisation name when asked who's calling, because I keep getting asked'. In future I would just say 'I am Joe Bloggs and I am ringing them back/need to talk to them about their query / about an appointment'.
This - I’m a lawyer and I’d always say “it’s XX returning their call/it’s XX and they’re expecting my call, they have my details to call back”.
BabyofMine · 02/10/2021 17:38

I work in a call centre and this is really odd to me.

You’re worried because you said what company you were calling from, have I understood that right?

Because that is not breaking any kind of confidentiality in any way. In fact, Ofcom regulation mean l’d be in very hot water if I didn’t say the organisation. We HAVE to say where we are calling from. I thought it was the case with all businesses.

It’s not your fault it was another person. It was the number the person provided to be contacted on, right? I really really think you are overthinking this.

TheGirlWhoLived · 02/10/2021 17:38

I wouldn’t mention it. If it did get brought up I would then say, “oh my goodness I must have done it without realising!?! What a nightmare etc etc”

There’s no paper trail, it’s been done, it can’t be taken back I would just take a deep breath and fight the consequences if there are any. Most probably the person receiving the call didn’t even listen to the first bit

ThinWomansBrain · 02/10/2021 17:42

If I picked up a call from someone I didn't know, I'd want to know who I was speaking to and the organisation they were calling from before I told them anything.

Does your employer not provide training on sample scripts/phone introductions? If they've failed to train you on what's expected, they can hardly hold you to account for not doing it.

unless your opener was "Hello, it's Sally from the Herpes clinic"

DrinkFeckArseGirls · 02/10/2021 17:43

Your posts imply that the client was a man, otherwise I would have been wondering if it’s Marie Stopes!

ThirdElephant · 02/10/2021 17:45

Bless you, try not to worry about it. 9 times out of 10 nothing bad will come of this sort of slip up.

BoredZelda · 02/10/2021 17:53

It probably contravenes the confidentiality policy. I love my job

If it does, I would have thought you’d have been taught this during your training.

Fink · 02/10/2021 17:53

I have no idea about employment law but I doubt very much it's a sackable offence. However, it would really piss me off if someone had done that to me (and it is for that very reason that I never give my landline number out to organisations, only to friends and family). I would hate it if the people I live with knew I was getting a call from the STD clinic or similar.

AccidentallyOnPurpose · 02/10/2021 17:54

When the GP , fracture clinic or dentist have rang me they always stated who they are and where from and then asked if it was me on the line. I suppose bar the fracture clinic the others wouldn't identify the issue i might have just by stating GP or x dental clinic.

Best thing to do is to check your company's policy and check if you are in breach and maybe use the script posted above just to be extra safe.

BoredZelda · 02/10/2021 17:56

If the organisation name will 'out' the patient for having a condition they don't want people to know about, that's the issue.

Wouldn’t there be a responsibility also on the patient not to give out a number that might be used by someone they don’t want to know about it? I mean, if it were Sally from the Herpes clinic, I’m not giving her my work reception number.

MrsTerryPratchett · 02/10/2021 17:58

Tell your supervisor ASAP. They will stick you in some training amd there you go.

onelittlefrog · 02/10/2021 17:58

You won't be sacked. You do need to speak to your manager about it, though, for a few reasons.

  1. You may need a little extra training around GDPR and confidentiality, and

  2. The client might ring up asking about it. If they do, it will reflect very badly on the organisation if you haven't reported it. You need to make sure you have been up front and spoken about it in advance.

It would be unprofessional and quite irresponsible of you not to talk to your manager about this. People make mistakes and you will not lose your job over it.

Badgercity · 02/10/2021 17:59

@TheGirlWhoLived

I wouldn’t mention it. If it did get brought up I would then say, “oh my goodness I must have done it without realising!?! What a nightmare etc etc”

There’s no paper trail, it’s been done, it can’t be taken back I would just take a deep breath and fight the consequences if there are any. Most probably the person receiving the call didn’t even listen to the first bit

Same.
onelittlefrog · 02/10/2021 18:00

@BoredZelda

If the organisation name will 'out' the patient for having a condition they don't want people to know about, that's the issue.

Wouldn’t there be a responsibility also on the patient not to give out a number that might be used by someone they don’t want to know about it? I mean, if it were Sally from the Herpes clinic, I’m not giving her my work reception number.

Absolutely not. The responsibility for confidentiality lies with the organisation, not the patient.

Some people do not have a phone number that is not shared with others.

Organisations are responsible for ensuring that they are talking to the patient directly before sharing any sensitive information.

TheRaisinGirls · 02/10/2021 18:01

I'm no expert and slightly making this up, but if someone has provided your organisation with a landline rather than a mobile, would it be safe to assume they're happy to receive calls on that number knowing that someone else could potentially pick up the phone?

over2021 · 02/10/2021 18:03

OP, stop worrying and for Christ's sake don't tell your boss! The worst that happens is it gets reported at which point you say "oh, I'm so sorry- I must not have thought. It won't happen again" or- far far more likely- nothing will come of this.

lanthanum · 02/10/2021 18:06

If it was something they were keeping confidential from whoever they share the landline with, they'd have given you their mobile number. Whilst you probably shouldn't have done it, it's unllikely it will turn out to be a problem.

Fishinkles · 02/10/2021 18:08

Mention it, have you had training around this?

Because if not you can offer to arrange some training; seems like something that people should receive training on.