To ensure high-quality service, transparency, and compliance with regulations, our practice records telephone calls. Call recording helps us protect both patients and staff, improve service standards, and resolve any disputes effectively. This policy outlines the purpose of call recording, how we notify callers, and how recordings are managed.
Why We Record Calls
Our call recording system ensures:
- Protection for both parties involved in the call.
- Improved practice performance and training.
- Safeguarding staff from abusive or nuisance calls.
- Assistance in resolving complaints and medico-legal claims.
- Compliance with regulatory procedures.
How We Notify Callers
- Incoming calls: A recorded announcement informs callers.
- Outgoing calls: Staff will notify patients at the start of the call.
Managing & Accessing Call Recordings
- All recordings are securely encrypted and stored.
- Access is strictly controlled and only permitted for valid business needs.
- Patients can request access to their call recordings under UK GDPR.
- External requests (e.g., police investigations) must be formally approved.
For more details, please contact our practice.