Telephone Call Recording Policy
Introduction
This policy outlines the practice’s call recording process. The purpose of call recording is to provide a record of 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
Purpose
The purpose of this policy is to ensure that call recording is managed in line with DPA & 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 may be used. This will normally be via the practice telephone message, practice website and a poster displayed in each waiting room.
Recordings are held securely for 365 days by the telephone provider and at expiry will be securely deleted by the provider.
All incoming and outbound calls are recorded.
Scope
This policy applies to all practice staff including any contracted or temporary workers.
All calls including:
- All external incoming calls
- All external outgoing calls made by practice staff
- All internal incoming and outgoing calls made by the practice staff
Monitoring of the call recordings will be undertaken by the practice manager as required. 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 recording equipment will be stored securely, and access to these should be controlled and managed by practice manager.
Confidentiality
The Data Protection Act allows access to information that is held about patients 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 must be done in writing 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 or prevention of a crime (e.g. police), then requests for information should be directed to the practice manager to carry out the request for the recording
Telephone calls for the practice are routinely recorded for the following purposes.
- To ensure practice staff act in compliance with procedures
- To ensure quality control
- Training, monitoring, and service improvement
- Prevention of crime, misuse, and the protection of staff.