But you are correct. Sometimes preserving complete confidentiality is not possible. We ask callers for permission to use their names and advise them of the need to do so. We also spend a great deal of energy in order to avoid unnecessarily compromising a caller. For the line to work, callers must think that their concerns will be addressed and resolved.
Resolution is in the eye of the participants.
We judge it in our office, the caller judges it, and our business partners like Human Resources judge it. Sometime it's a matter of alignment rather than agreement. What we have found is that the caller understands a perfect solution may not exist. Having an issue aired is enough. With a caller data base of 15,000 plus per year, we have had a wonderful opportunity to review what these contacts mean.