We understand how important it is to keep your personal information safe and secure and we take this very seriously. We have taken steps to make sure your personal information is looked after in the best possible way and we review this regularly.
Please read the Privacy Notice carefully as it contains important information about how we use the personal and healthcare information we collect on your behalf.
Recording of telephone calls
Talbot Medical Centre’s telephone system records incoming and outgoing telephone calls.
It is important that patient enquiries and complaints are dealt with appropriately and the call recording provides an independent record of the discussion that took place. It also provides quality information to patients on their appointment and that customer service standards are adhered to.
How will we use this information?
Recordings of telephone calls will only be available to specific members of the TMC management team and may be accessed as part of a customer complaint, for quality assurance or where a telephone call has specifically been flagged by a member of the staff or by the patient.
As part of the training of new and existing members of TMC staff, a transcript of the telephone call may be created which would contain no patient identifiable or sensitive information. This transcript would then form part of a role play between the trainer and trainee.
How long will you retain this information?
Recordings of telephone calls are stored for 3 months after which they are then deleted by the call management system.