Summary: What to do if a patient reports something is lost or an item is found in the surgery
Who’s it for: Reception
What to do with lost property
It’s inevitable that there may be occasions when patients leave items in the surgery. If any items are found or handed in, especially valuable items, we should try to return these items, or hold onto them in case they are claimed.
- Any property found within the practice should be handed to Reception
- Reception team will log items in the Lost Property Notebook left in Reception area
- Valuable items should be logged by two members of staff
- These items should be put in a sealed envelope and the seal signed by both members of staff
- Reception team will keep any lost items securely at the Reception desk (see exact location items should be kept for your surgery ➡️)
- Valuable items should be kept for 6 years
- Low value items should be kept for 3 months
Valuable itemsClick to see examples
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Where to store lost itemsPenroseMaddock WayKnight’s HillKingfisher Surrey DocksLMCDeptfordNightingale
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Returning lost property
Patient asks if item has been handed in
- Ask them to describe the item i.e. make, model, colour, any distinguishing logos or marks
- Check the Lost Property Notebook to see if there is an item matching the description
- Ask the individual to verify their ID
- Update the Lost Property Notebook that the item has been claimed
If you’re not sure whether this person is the rightful owner, ask one of your colleagues or your Reception Lead
Item handed in but not claimed
Every reasonable action should be taken to trace the owner of the property, regardless of its value.
- If you can identify to whom the item belongs, contact the owner to tell them that their item is being held at the surgery for collection
- Some items (e.g. wallets with ID) will be much easier to identify than others
- If the item is not claimed by the end of the retention period (see above):
- Valuable items (including cash) are to be taken to the nearest police station
- Low value items may be donated to a charity shop
- Update the Lost Property Notebook noting how the item was disposed of
If you have any questions, ask one of your colleagues or the Reception Lead at your site