Summary of Call Recording Policy
Outline:
This summary outlines the practice’s call recording process that is in operation. The purpose of call recording is to provide a record of incoming and outgoing calls, which can:
- Protect the interests of both parties
- Help improve practice performance and service delivery in the interests of providing best care
- Protect Practice team from nuisance or abusive calls
- Establish facts relating to incoming/outgoing calls made (e.g. concerns, complaints and medico-legal claims)
- Contract compliance as part of Contemporaneous Record Keeping part of Records Management Policy and Access to Health Records
Aim:
The aim of this policy is to ensure that the telephone call recording is operated in accordance with General Data Protection Regulations 2018. This will involve the recording of telephone conversations, which are subject to the Telecommunications Act 1984.
Process:
The Practice will make every reasonable effort to advise Patients that their call will be recorded and for what purpose the recording may be used.
Where a patient requests a copy of a recording then this is authorised under the general provisional of data subject access requests part of the GDPR.
Playback / Monitoring of Recorded Calls:
Call recordings are securely stored as encrypted files with access restricted to the Practice Manager by use of login credentials. The monitoring of the call recordings will be undertaken by the Practice Manager. Any playback of recordings will take place in a secure and confidential environment.