All telephone calls received or made from nominated extensions within the practice may be recorded, with the exception of calls where card payment is taken by us (recording is manually terminated) this is to protect our patients, our staff and healthcare professionals.
Call recordings are deleted after 12 months. However recordings may be kept for longer subject to other policies or if required as part of a Coroner’s, Police’s or legal third-party investigation.
Under the right of access provision of the Data Protection Act 2018, any individual can request to hear and/or receive a copy of call recordings that they are involved in. Requests for access can be submitted in writing to: sxicb-esx.thenooksurgery@nhs.net. Requesters may be asked to provide information about the originating telephone number, date and time of the call to aid in the call being found. All reasonable attempts will be made by the practice to confirm that the identity of the individual making the subject access request matches the identity of the caller. Access may be refused if sufficient proof of identity is not provided.
Purposes of call recording
The purpose of call recording is to provide an exact record of the call which can:
- Assist in the assurance of quality of the service the Practice provides to its callers.
- Assist in the management of the practice’s patients care.
- Maintain an up to date and accurate patient record.
- To help protect practice staff from abusive and/or nuisance callers and provide evidence in assessing the serious of threats.
- To clarify the content of particular conversations in the event of a concerns or complaint either by a patient or a member of staff, and assist in the resolution of it.
- Help identify staff training needs, manage the performance of Practice staff, and to support in the training of new and existing staff members. (Staff are made aware of this as part of practice induction)
- Assist in the Practices quality control to identify any issues in practice processes, and aid in addressing them.
- To provide evidence for criminal proceedings.
- To investigate fraudulent or inappropriate activity.
For any further information, please contact the Surgery on 01892 863326 or email: sxicb-esx.thenooksurgery@nhs.net
