We know that it can feel strange to hear that your calls are being recorded. We have taken this important step to help us to protect both our patients and staff, to improve the quality of services that you receive from us, train our staff to help them to improve the way that your queries are dealt with when you call us.
It is really important to us that the data collected is protected. Therefore, we will be making sure that all recordings abide by the General Medical Practice guidelines. The General Medical Council (GMC) is a public body that maintains the official register of medical practitioners within the United Kingdom. Its chief responsibility is to "protect, promote and maintain the health and safety of the public". You can read their guidelines on the recording of telephone calls to a GP Practice in more detail at the link below:
- Telephone calls from patients to healthcare organisations may be recorded for legitimate reasons, for example, for medico-legal purposes, staff training, and audit, provided you take all reasonable steps to inform callers that their call may be recorded.
- Given the sensitive nature of calls to medical advice lines or similar services, we will always pay particular attention to ensuring that callers are aware that their call may be recorded.
- Your call will never be recorded without your prior knowledge. You will notice this from our pre-recorded message when you call our practice and when staff from the practice call you, they will always let you know that the call is being recorded for quality and training purposes. Your call will never be recorded in secret.
- If for any reason, you do not wish for your call to be recorded, you have the right to ask our Patient Assistants when you get through to them to stop recording the call. The Patient Assistant can ensure this is actioned immediately before you start your query. If someone from the GP Practice is calling you, you have the right to ask them to stop recording the call.
- Patients can request access to their own recordings through a Subject Access Request (SAR), ensuring transparency and accountability by contacting the practice.
Our Call Recording Privacy notice can be found within our Privacy policy.