At Horizon Healthcare, we are committed to protecting your personal information in compliance with the UK General Data Protection Regulation 2016 (UK GDPR) and the Data Protection Act 2018 (DPA). Our call recording system is designed to enhance service quality and protect both patients and staff.
Purpose of Call Recording:
- To provide an accurate record of calls for quality assurance and training.
- To protect staff from abusive or nuisance calls.
- To assist in resolving complaints and medico-legal claims.
- To ensure compliance with practice policies and regulatory procedures.
Call Recording System:
- All incoming and outgoing calls are recorded and stored securely with encryption for 12 months.
- Recordings are used for training, complaint resolution, and regulatory compliance.
Communication:
- Callers are informed that their calls are recorded through announcements and website information.
- For outbound calls, staff will inform patients of the recording.
Access and Management:
- Access to recordings is strictly controlled and requires formal authorisation.
- Requests for access must be justified and approved by relevant management.
- Recordings are stored securely and can be accessed for legitimate purposes, including subject access requests under UKGDPR.
Security and Compliance:
- Recordings are encrypted and stored in a secure environment.
- We comply with UKGDPR requirements for data access, erasure, and portability.
Policy Infringement:
- Breaches of this policy are taken seriously and may result in disciplinary action.
Reviewed October 2024