1. Introduction
To ensure a high standard of care and service, Ferguson Medical Practice records all incoming and outgoing telephone calls. This policy outlines how these recordings are used, stored, and protected in accordance with the Data Protection Act 2018 and UK GDPR.
2. Purpose of Recording
We record calls for the following reasons:
- Quality & Training: To identify staff training needs and improve our front-line services.
- Accuracy & Fact-Finding: To provide an accurate record of communications (e.g., in the event of a patient complaint or clinical query).
- Safety & Protection: To protect our staff from abusive or threatening behavior and to provide evidence for legal or disciplinary proceedings if necessary.
3. Patient Notification (Transparency)
We take reasonable steps to inform all callers that their conversation is being recorded. This is achieved via:
- An automated voice message played at the start of all incoming calls.
- This policy being made available on our official website.
If a patient does not wish to be recorded, they may choose to end the call and communicate with the Practice via alternative methods, such as in-person at reception or via written correspondence.
4. Storage and Retention
- Security: All recordings are encrypted and stored securely within our telephone system. Access is strictly limited to authorized senior management.
- Retention Period: Recordings are typically retained for 3 years before being automatically and permanently deleted.
- Clinical Records: Recordings are generally not part of your permanent medical record, though specific extracts may be retained longer if required for a significant investigation or complaint.
5. Access to Recordings
Access to call recordings is strictly controlled and only permitted when there is a clear business or legal need.
- Staff Access: Only the Practice Manager or Partners may access recordings for the purposes outlined in Section 2.
6. Confidentiality
All recordings are treated with the same level of confidentiality as your medical records. We will not share recordings with third parties unless required by law (e.g., a police investigation) or to support a formal complaint investigation.