Introduction
This policy outlines the practice’s call recording process.
The purpose of the call recording is to:
- Ensure practice staff act in compliance with procedures
- Ensure quality control
- Training, monitoring and service improvement
- Prevention of crime, misuse and protection of staff
Purpose
The purpose of this policy is to ensure that call recording is managed in line with the Data Protection Act 2018 and the NHS Records Management Code of Practice for Health and Social Care 2016 and data retention requirements. This will generally involve the recording of telephone conversations which is subject to the Telecommunications Act 1984.
The practice will make every reasonable effort to advise callers that their call may be recorded and for what purpose the recording will be used. This will normally be via a pre-recorded message within the telephone system and via the practice’s Privacy Notice. The voice file may be stored within the clinical system or within the telephone system to which the same rules of confidentiality will apply. They will be deleted after 3 years.
Where a patient requests to listen to a recording then this should be allowed with the general provision of data subject access under the Data Protection Act 2018.
Scope
This policy applies to all practice staff including contracted and temporary workers.
All calls via the telephone systems used in the practice will be recorded, including:
- All external incoming calls
- All external outgoing calls made by practice staff
- All internal incoming and outgoing calls made by the practice staff
- Call transfers
- Recording will automatically stop when the practice member terminates the call
Monitoring of Calls
Monitoring of call recordings will be undertaken by the Practice Manager or the Assistant Practice Manager. Any playback of recordings will take place in a private setting and where applicable, individuals should be given the opportunity to listen to the relevant recordings to receive feedback and developmental support.
All recordings and call recordings equipment will be stored securely encrypted, and access to these should be controlled and managed by the Practice Manager and the Assistant Practice Manager.
Access to the recordings is via the telephone system. This is a password protected portal accessed by the Practice Manager and the Assistant Practice Manager only.
Confidentiality
The Data Protection Act allows patients and staff access to information that is held about them and their personal data. This includes recorded telephone calls. Recordings should be stored in such a way that will enable easy access to the information relating to one or more individuals.
Requests for copies of telephone conversations can be made under the Data Protection Act as a ‘subject access request’. This can be in writing or verbal and after assessing whether the information can be released, the requestor can be invited to the practice premises to hear the recording.
If there is a request from an external body relating to the detection and prevention of crime (e.g. police) then requests for information should be directed to the Practice Manager.