Call recording privacy notice

All inbound and outbound calls to Dr Leah Clinic are recorded and may be used for training, monitoring, to protect staff from nuisance or abusive calls, to establish facts relating to disputes or complaints, to support clinicians with a record of telephone consultations and for medico-legal purposes. Dr Leah clinics do not record videocalls.

Which calls does this refer to?

This could include any incoming or outgoing telephone calls that are handled by Dr Leah Cosmetic Skin Clinic including telephone consultations with aesthetic therapists or doctors.

If you do not wish the have your call recorded alternate contact methods are available - please contact Dr Leah Clinics via another method such as email at info@drleah.co.uk or book online via www.drleah.co.uk

If you do not wish for your telephone consult to be recorded please select an in-clinic consultation option.

In clinic consultations or treatments are not recorded by Dr Leah Ltd.

In areas where CCTV is in operation within the clinic this is clearly marked with signage.

Why are calls recorded?

The purpose of call recording is to provide a record of incoming and outgoing calls which can:

• Identify practice staff training needs
• Protect practice staff from nuisance or abusive calls
• Establish facts relating to incoming/outgoing calls made (e.g. disputes)
• Identify any issues in practice processes with a view to improving them
• Support clinicians with a record of telephone consultations in the event of complaint / medico-legal dispute.

Recording conversations allows organisations to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint. It also hopefully means employees and patients feel more protected knowing that any conversations or telephone consultations can be evidenced and acted upon where necessary

How will call recordings be used?

• Quality monitoring. This can help us identify any improvement areas.
• Training and Development. Listening to a sample number of calls, allows managers to identify training needs. Sample scenarios are based on the recordings but any transcripts are anonymised.
• Gaining a better understanding of our customers. Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs, and gain a more informed view of organisations we signpost to.
• Complaints and disputes. In the event of a patient complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations.

Where will recordings be stored?

All recordings will be held securely by the systems provider with access controls and encryption measures in place.

Dr Leah Ltd do not store audio files of call recordings under their local network

Calls can be listened to by the clinic manager within the systems provider via the “playback” function.

If recordings are required to be stored beyond 6 months they can be downloaded to the local Dr Leah system and transcribed, the original audio file is automatically deleted by the systems provider upon download by Dr Leah Ltd.

Where downloaded calls relate to telephone consultations the call transcription will form part of the patient’s healthcare record and as such the transcription will be securely stored for a period of 8 years.

How long are call recordings stored?

All recordings will be held securely by the systems provider for 6 months in keeping with Dr Leah Ltd time limit to bring complaints. At this point they are deleted.

Transcriptions of downloaded telephone consultations if available will form part of the healthcare record and will be stored for 8 years.

How have we informed our clients that we record calls?

Patients who ring the practice will hear the message advising that all inbound and outbound calls are recorded for training and monitoring purposes and have the option to end the call and contact the clinic via another method (listed) if they do not wish to consent to call recording.

Privacy notice regarding call recording on clinics website www.drleah.co.uk and is displayed in reception area of all 3 clinics.

Can I request a copy of my call recording?

Requests for copies of telephone conversations can be made under the Data Protection Act as a “Subject Access Request”. This must be done in writing and after assessing whether the information is available (within 6 months of the recording) and can be released, the requestor can be invited to the practice premises to hear a playback of the recording or where the call relates to a telephone consultation that has been downloaded to the Dr Leah local system the transcription of the call can be provided.

Data Protection Officer

Our Practice Data Protection Officer is: Danny Basgallop.

He can be contacted by addressing an email for his attention to info@drleah.co.uk