Privacy Notice: Call Recording

Weavers Medical records incoming telephone calls to:

• Review and improve services.
• Monitor and review the quality of care being provided.
• Check the accuracy and content of conversations, should a query arise later.
• Train and develop staff.
• Investigate and assist complaints investigations.
• Provide evidence of abusive behaviour should it occur.

Weavers Medical records outgoing telephone calls to:

• Review and improve services.
• Monitor and review the quality of care being provided.
• Check the accuracy and content of conversations, should a query arise later.
• Train and develop staff.
• Investigate and assist complaints investigations.
• Provide evidence of abusive behaviour should it occur.

If you object to this you will need to contact the practice using alternative methods. Alternative methods of communication available are: call in person at the surgery or use the practice online consultation facility via the practice website.

Sometimes, calls may not be recorded if:

• There is a technical fault with the telephone system.
• A call handler is using equipment which does not allow call recording.

Your telephone recorded information will not be transferred outside the European Economic Area.

Data Controller 

Weavers Medical
School Road
Mawsley
Kettering
NN14 1SN

Data Protection Officer

Our Data Protection Officer is Midlands and Lancashire CSU

Purpose of the processing

To ensure we offer a safe, efficient and effective telephone service to our patients and contacts and to protect our staff, clinicians and partners.

Lawful basis for processing

The processing of personal data in the delivery of direct care and for providers’ administrative purposes in this surgery and in support of direct care elsewhere is supported under the following Article 6 and 9 conditions of the GDPR:

• Article 6(1)(c) “processing is necessary for compliance with a legal obligation to which the controller is subject.”

And

• Article 9(2)(h) ‘necessary for the purposes of preventative or occupational medicine for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems and services...”

Recipient or categories of recipients of the processed data

The data may be shared with:

• Healthcare professionals and staff within the practice
• NHS Digital
• The Care Quality Commission
• Local Health Protection Team or Public Health England
• NHS England
• Northamptonshire Integrated care Board (ICB)
• 3Sixty Care Federation
• With the court if ordered

Rights to object

You do not have the right to opt out or object to the recording of
telephone calls. If you do not wish to have your call recorded then you will need to contact us via our online consultation facility or call into the surgery in person. However, you should be aware that this may have an impact on the speed and efficiency of the services you receive.

Right to access and correct

You have the right to access the data that is being, recorded, shared and have any inaccuracies corrected. There is no right to have accurate medical records deleted except when ordered by a court of Law.

Retention period

The data will be retained in line with the law and national guidance or speak to the practice.

Call recordings may be linked to your patient record at the end of the call. Where this is the case, the recording will form an integral part of your NHS medical record and will therefore be stored as a permanent record.

Right to Complain

You have the right to complain to the Information Commissioner’s Office, you can do this via their website, or call their helpline Tel: 0303 123 1113