All our Patients should be aware that this Practice records telephone calls to and from the practice.
The primary purpose of call recording at our Practice sites is for training and monitoring purposes. This includes the provision of a record of incoming and outgoing calls which can:
- Identify practice staff training needs
- Protect practice staff from nuisance or abusive calls
- Establish facts relating to incoming/outgoing calls made (e.g. complaints)
- identify any issues in practice processes with a view to improving them (e.g. to aid workforce planning)
Our Practices will make every reasonable effort to advise callers that their call may be recorded and for what purpose the recording may be used. This will normally be via a pre-recorded message within the telephone system and via signage at the practice.
We lawfully do not require your consent under articles 6(1)(e) and 9(2)(b)(c)(h) of the Data Protection Act 2018; however you do have the right to terminate the call if you do not wish for the call to be recorded
The recording will be securely stored within the telephone recording system software to which strict rules of confidentiality will apply. The recording data will be retained for 36 months on the Telephony System before deletion.
The telephone service supplier operates under an approved code of practice for the storage of recorded calls. Calls are stored for a limited period of time.
The practice sites’ data protection registration also covers voice files similarly to other data.
If you need to request a copy of a recording, please make a request, in writing to the Practice Manager. The written request must state the following:
- Any other information on the nature of the call
- The reason for the request
- Date and time of the call if known
- Telephone extension used to make/receive the call
- External number involved
- Where possible, the names of all parties to the telephone call