1. Introduction

This policy outlines the call recording procedures at Chainbridge Medical Partnership. The purpose of recording telephone calls is to:

·         Support staff training and development.

·         Protect staff from abusive or nuisance calls.

·         Establish facts in the event of complaints or disputes.

·         Identify areas for service improvement and operational efficiency.

2. Purpose

This policy ensures that call recording is managed in accordance with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR). It aims to protect the rights of individuals while supporting the practice’s operational needs.

3. Scope

This policy applies to:

·         All practice staff, including permanent, temporary, locum, and contracted workers.

·         All external incoming and outgoing calls made via the practice’s telephone system.

4. Notification to Callers

Callers will be informed that their call may be recorded through:

·         A pre-recorded message at the start of the call.

·         Information published on the practice website.

·         Staff to remind callers on outgoing calls.

5. Storage and Access

·         Recordings are stored securely within the telephone system software.

·         Access is restricted to authorised personnel

·         Recordings are accessed via a password-protected system and reviewed in a private setting only if required.

6. Monitoring and Playback

·         Recordings may be reviewed for training, quality assurance, or complaint resolution.

·         Staff may be invited to listen to relevant recordings for feedback and development.

·         Playback will always occur in a confidential and respectful manner.

7. Retention

·         Call recordings are retained in line with the practice’s data retention schedule for 12months.

·         Recordings will be securely deleted once they are no longer required.

8. Confidentiality and Subject Access Requests

·         Call recordings are treated as confidential and are covered by the practice’s data protection registration.

·         Patients may request access to recordings involving them under a Subject Access Request (SAR).

·         Requests will be assessed in line with data protection laws, and access may be provided by inviting the requester to listen to the recording on-site.

9. Right to Erasure

·         Individuals have the right to request erasure of personal data, including call recordings, where applicable under UK GDPR.

10. Review

This policy will be reviewed annually or sooner if there are changes in legislation or practice operations.