Telephone Call Recording

Surgery Connect (telephones) We use an advanced telephony system called Surgery Connect that is supplied to the practice by X-on. 

All inbound and outbound calls to the practice are recorded for training and monitoring purposes. Patients are informed on a phone message when calling into the practice that their call will be recorded. A call can be terminated or recording paused on request. Call recording is not saved to the patient record but stored securely on the Surgery Connect dashboard. 

All recordings will be stored securely for 3 months  and access to these will be controlled and managed by the Head of Information Governance and by the Supervisors, who have been appointed by the Information Governance Lead  Access to the recordings will be by request to the Information Governance Lead. Access to the dashboard is via authorised username and password

MVMG 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 a pre-recorded message within the telephone system. The voice file will be stored within the telephone system to which the same rules of confidentiality will apply.

Where a patient requests to listen to a recording then this should be allowed within the general provisional of data subject access (SAR) under General Data Protection Regulations