Call Recording Notice
To help us provide a safe, transparent, and high-quality service, all telephone calls to and from the practice will be recorded. This includes inbound and outbound calls made via the Newcastle North PCN telephone system by authorised practice and PCN staff.
We record calls in order to:
Support staff training and development and improve patient service
Maintain an accurate record of conversations and advice provided
Monitor service quality and ensure compliance with policies and procedures
Investigate complaints, incidents, or concerns
Protect staff and patients from abusive, inappropriate, or unsafe behaviour
Support patient safety, safeguarding, and clinical governance
Call recordings are stored securely within approved systems and access is restricted to authorised personnel only.
Call recordings are retained securely for a period of 12 months from the date of recording, after which they are permanently deleted in accordance with data protection and information governance requirements and practice and pcn policies.
If a patient express concerns about call recording, staff will explain that it is practice policy to record calls to ensure the safety, security, and quality of service for both patients and staff.
You have the right to request access to your personal data, including call recordings, by making a Subject Access Request in accordance with UK data protection law.
Information about call recording is displayed within the practice and may also be communicated via telephone system messages and practice privacy notices.
