All calls from the PCN, and our member practice services are recorded, including telephone consultations, and administrative requirements. If you do not wish your call to be recorded, you must inform the staff member who will stop the recording and advise of the consultation requirements.
The purpose of call recording is to provide an exact record of the call which can:
- Protect the interests of both parties, Staff and Patients.
- Help improve Service and team performance and best practice.
- Help protect Staff from abusive or nuisance calls.
- Establish the facts in the event of a complaint either by a patient or a member of staff to assist in resolving it.
- Establish the facts and assist in the resolution of any medico-legal case made against the PCN, service, or its clinicians and staff.
- A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable.
Requests for copies of telephone conversations made as Subject Access requests under the GDPR must be notified verbally or in writing, including by social media to the PCN immediately and, subject to assessment, he/she will request the call recording and arrange for the individual concerned to have access to hear the recording. A voice recording only will be provided. The practice cannot transcribe calls at patients’ request.