Call Recording / Surgery Connect (Updated Version)

We use an advanced telephony system called Surgery Connect. 

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. The call recording is not saved to the patient record but stored securely on the Surgery Connect dashboard. 

All recordings will be stored securely for 6 years 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 only.

We 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.