When You Overhear a Breach of Confidentiality #Bank #PersonalInformation #Uneasy


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I popped into my local bank on Friday and whilst waiting in the queue I was shocked at what I overheard.

There was a staff member of the bank on the information desk helping a gentleman. The member of staff was polite and extremely helpful to the gentleman – full marks for customer service. BUT she was extremely loudly spoken – almost shouting while she spoke, she had one of those voices that everyone could hear. Standing in the queue with 2 other people in front I could not help but hear everything she was saying and it was all very clear. The member of staff was obviously speaking to another bank department on the telephone and it was to do with their on-line banking app.

The conversation between the customer and the bank staff was very one way, I could hear the member of staff very clearly yet I couldn’t hear the customer at all.

This is what I overheard and it was VERY loud and clear.

The member of staff was on the telephone explaining to the third-party that the gentleman in front of her has been locked out of his on-line banking the night before. This she said happened at approximately 22.10.

She explained to the third-party that the customer uses this way of banking on a regular basis. She went on to tell the third-party exactly what had happened and what he did as in logging out and trying again, and what app he was using – telling the third-party that he uses this app on a regular basis.

She explained to the third-party that the amount the gentleman was trying to transfer was £6,500 and she made a comment that this was possible why it he was locked out as it was such a large amount. She asked the gentleman exactly what the message had said when this happened. He obviously replied but I couldn’t hear it, but she then proceeded to tell the third-party what the message said.

She asked the gentleman what device he has used, he replied and again I couldn’t hear him, but she then told the third-party that it was an IPad that he had been using for the transaction.

She then proceeded to give the third-party the customers:

First name, surname, address and date of birth.

She then gave the third-party his

Account numbersort code and the account name that he held at the branch.

I was completely gobsmacked. imagesCA08BQ0A

 

I wondered if I should say something!!! Should I stop her making this situation worse than it already was. I actually felt uncomfortable standing there listening to this gentleman’s personal details being broadcast for everyone to hear.

There was another member of staff standing just in front of her directing people to the self-service machine and he didn’t once attempt to tell her conversation could be heard and to make it even worse right next to her were 2 empty offices where she could have taken the gentleman ensuring that confidentiality was adhered to throughout the call. She must have known that these questions would have been asked by the third-party.

She then proceeded to ask the gentleman for proof of identification so he gave her his driving licence to which she told the third-party she had and went on to give the third-party his driving license number.

My turn came to do my transaction, again I wondered about saying something to the cashier in front of me, but did I want to cause a fuss as this really wasnt anything to do with me and there were enough members of staff in the bank at that particular time that someone could have said something.

I left the bank, shocked I had been in there about 10 minutes enough time that I heard so much of this gentleman’s personal information. The sad thing is the member of staff was doing her very best to help this gentleman, but in doing so she could have caused a bigger problem simply by not understanding and adhering to confidentiality.

 

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The Million Pound Cheque


Following on from a recent blog re “The Urine Sample Pot” I have another story to share you will regarding the friendly GP – Dr Paul


I was in reception before morning surgery began opening the daily post.   In walks Dr Paul. He took his post out of his tray and started his daily signing of prescriptions, letters and other requests. The Practice Manager came along and asked him for a cheque that he was due to give to her. He got out his cheque book and wrote the check as requested.

I turned to him and asked while he was writing out cheques could he do one for me!! “No probs” was his reply – and duly wrote a cheque out to me – he wrote my full name on the cheque, dated and signed it and gave it to me.

The cheque was made out for one million pounds. We had a good laugh and I said that I probably would never have a cheque like this again and that I was going to frame it!!

A couple of weeks later I was working for the out of hours service and was working with a GP who happened to be a good friend of Dr Pauls, and was just as mad as he was.

I told him about the cheque and with a big grin and a twinkle in his eye said………right let’s get him!!

The out of ours GP took the cheque – and phoned me a couple of days later. He had arranged for his secretary to phone Dr Paul the following week – on the 1st April – April Fools Day.

Picture the moment – the secretary phones me and we had a chat – she was well and truly up for the joke as I put “the call” through to Dr Paul. I phoned him in his room – told him that I had his bank on the phone – he had a rep in his room with him at the time but was happy to take the call. Even better as the rep in there would be able to tell us his reaction.

I put the call through……………………….. About 4 minutes later all I hear is you bas***ds coming along the corridor – luckily there were not patients in the waiting room!!

Speaking to the rep later he said that we had well and truly had ‘got him’. His face was just a picture. The rep said that he had NEVER seen Dr Paul  lost for words. He certainly was on this occasion. All he kept saying to the caller on the end of the phone “this is a big mistake”.

Speaking to Dr Paul afterwards he said couldn’t believe that he had been well and truly caught. He said the call came through and the secretary made out that a cheque for a million pounds had been presented to the bank – and asked when he was going to put the funds into his account to cover this. He tried to explain that it was a joke and it shouldn’t have been banked. To which she replied “well Sir the cheque is dated and signed by you – is it not” to which he had to say yes!! The conversation went on and obviously the secretary was making life very difficult for him – she kept asking him difficult questions – until he heard the other Doctor in the background laughing!!! Game over.

He took it very well – relieved I think that this wasn’t really happening.

He came out into reception and gave me a friendly thump! The secretary on the other hand got a box of chocolates from him for the laugh!

I never got the cheque back – shame – as I said before – it probably will be the one and only time that I will ever get a cheque for one million pounds.

The Million Pound Cheque


Following on from my most recent blog re “The Urine Sample Pot” I have another story to share you will regarding the friendly GP – Dr Paul


I was in reception before morning surgery began opening the daily post.   In walks Dr Paul. He took his post out of his tray and started his daily signing of prescriptions, letters and other requests. The Practice Manager came along and asked him for a cheque that he was due to give to her. He got out his cheque book and wrote the check as requested.

I turned to him and asked while he was writing out cheques could he do one for me!! “No probs” was his reply – and duly wrote a cheque out to me – he wrote my full name on the cheque, dated and signed it and gave it to me.

The cheque was made out for one million pounds. We had a good laugh and I said that I probably would never have a cheque like this again and that I was going to frame it!!

A couple of weeks later I was working for the out of hours service and was working with a GP who happened to be a good friend of Dr Pauls, and was just as mad as he was.

I told him about the cheque and with a big grin and a twinkle in his eye said………right let’s get him!!

The out of ours GP took the cheque – and phoned me a couple of days later. He had arranged for his secretary to phone Dr Paul the following week – on the 1st April – April Fools Day.

Picture the moment – the secretary phones me and we had a chat – she was well and truly up for the joke as I put “the call” through to Dr Paul. I phoned him in his room – told him that I had his bank on the phone – he had a rep in his room with him at the time but was happy to take the call. Even better as the rep in there would be able to tell us his reaction.

I put the call through……………………….. About 4 minutes later all I hear is you bas***ds coming along the corridor – luckily there were not patients in the waiting room!!

Speaking to the rep later he said that we had well and truly had ‘got him’. His face was just a picture. The rep said that he had NEVER seen Dr Paul  lost for words. He certainly was on this occasion. All he kept saying to the caller on the end of the phone “this is a big mistake”.

Speaking to Dr Paul afterwards he said couldn’t believe that he had been well and truly caught. He said the call came through and the secretary made out that a cheque for a million pounds had been presented to the bank – and asked when he was going to put the funds into his account to cover this. He tried to explain that it was a joke and it shouldn’t have been banked. To which she replied “well Sir the cheque is dated and signed by you – is it not” to which he had to say yes!! The conversation went on and obviously the secretary was making life very difficult for him – she kept asking him difficult questions – until he heard the other Doctor in the background laughing!!! Game over.

He took it very well – relieved I think that this wasn’t really happening.

He came out into reception and gave me a friendly thump! The secretary on the other hand got a box of chocolates from him for the laugh!

I never got the cheque back – shame – as I said before – it probably will be the one and only time that I will ever get a cheque for one million pounds.