Call Recording Policy 


Introduction  


This policy outlines the practice’s call recording process.  
The purpose of call recording is to provide a record of all 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

  • Establish the facts and assist in the resolution of any medico-legal claims made against the practice or its staff.

Purpose 


The purpose of this policy is to ensure that call recording is managed in line with Data Protection Act 2018 requirements.  

The practice advises all callers via a pre-recorded message within the telephone system and via signage at the practice. and on the practice website. The practice’s data protection registration covers voice files similarly to other data.  

Where a patient requests to listen to a recording then this should be allowed within the general provision of a data subject access request under the General Data Protection Regulations (GDPR)/Data Protection Act.  

 

Call recordings may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the practice manager, to be investigated as per the disciplinary processes.

 

Scope  


This policy applies to all practice staff including any contracted or temporary workers.  All external incoming and outgoing calls made by practice staff via the telephone system will be recorded.  
Recording will automatically stop when the practice staff member terminates the call.  
Callers will be advised that the call will be recorded for safety and quality purposes in the form of an automated voice message when contacting the surgery and information contained on the surgery website.  
 

Playback, Monitoring and Storage of Recorded Calls  


Monitoring of the call recordings will be undertaken by the Practice Manager. 
Any playback of recordings will take place in a private and secure setting. 

All recordings and call recording of the practice are in-built in the telephone system and will be controlled and managed by iPECs analytics.
Recordings will be accessed by logging into a secure and dedicated, password protected computer system.  
Call recordings will be retained by the practice for 3 months.  
 

Confidentiality  


The Data Protection Act allows patients access to information that is held about them. This includes recorded telephone calls.  

Requests for copies of telephone conversations can be made under the Data Protection Act as a “Subject Access Request”. After assessing whether the information can be released, the requestor can be invited to the practice premises to hear the recording. A data subjects have the right to the erasure of personal data concerning them. ‘The right to be forgotten’ does not override legal and compliance obligations.  

If there is a request from an external body relating to the detection or prevention of a crime (e.g. police), then requests for information should be directed to the Practice Manager.