Call Recording Information

  • General Principles


The UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA) protects personal information held by organisations on computer and relevant filing systems. It enforces a set of standards for the processing of such information. In general terms it provides that all data shall be used for specific purposes only and not used or disclosed in any way incompatible with these purposes.


In the course of its activities the Practice will collect, store and process personal data, including the recording of all telephone calls, and it recognises that the correct and lawful treatment of this data will maintain confidence in the organisation and will provide for successful business operations.


The Practice is registered with the Information Commissioner for all necessary activities under the UK GDPR/DPA.


  • Call Recording Overview



Purposes of call recording

The purpose of call recording is to provide an exact record of the call which can:

  • Protect the interests of both parties;
  • Help improve Practice performance and best practice;
  • Help protect Practice staff from abusive or nuisance calls;
  • Establish the facts in the event of a complaint either by a patient or a member of staff and so assist in resolving it;
  • Establish the facts and assist in the resolution of any medico-legal claims made against the practice or it clinicians;
  • A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s manager, to be investigated as per the Practice Disciplinary Policy


The telephone call recording system in operation will record incoming and outgoing telephone calls and recordings may be used to investigate compliance with the Practice’s policies and procedures, to provide further training, to support the investigation of complaints, to ensure the Practice complies with regulatory procedures and to provide evidence for any regulatory investigation.


For further information please contact the surgery.

Your Electronic Patient Record and the Sharing of Information

Your healthcare services (which can include your GP practice, child health, community services –including District Nurses, palliative care services, urgent care teams and more) all use computer systems which allow the GP’s , consultants, nurses and other healthcare staff to record patient information securely.

Not all of this information is currently shared between the different units. This can mean that important information is not visible to the health professional who is treating you.

 What does the sharing of information mean to me?

By completing the Sharing Consent Form below we can record how you want to control the sharing of your medical information in to us, and out to authorised staff who have secure access at different units within the healthcare environment.

 We are asking for your consent or dissent for:

  1. Your information entered at our Practice to be shared with other healthcare workers within their healthcare settings.
  2. Information about you that has been recorded by other health services caring for you to be shared to us at your GP Practice. Your clinician will be able to tell you the services that currently are, or have previously care for you, to help you make your decision.

Note: You can request individual entries in your record to be marked as private. These will not then routinely be shared with other services.

 Don’t Forget: These controls apply to many NHS services using a system that is capable of sharing patient information. You can change your sharing preferences at any time by speaking to a member of NHS staff at the care service you are attending.

How does this work?

Imagine that you are receiving care from three different NHS services: a GP, district nurse and NHS smoking clinic. You want your GP and district nurse to be able to share information with each other, and know your progress at the smoking clinic. However you don’t want the smoking clinic to see any of your other medical information.

The GP can share information IN and OUT. The district nurse can share information IN and OUT. The smoking clinic can only share information OUT but not IN.

Your Summary Care Record (SCR)           hscic (Health & Social Care Information Centre)

Care professionals in England use an electronic record called the Summary Care Record (SCR). This can provide those involved in your care with faster secure access to key information from your GP record.

What is a SCR? If you are registered with a GP practice in England, you will already have an SCR unless you have previously chosen not to have one. It includes the following basic information:

Core Items

  • Medicines you are taking
  • Allergies you suffer from
  • Any bad reactions to medicines

It also includes your name, address, date of birth and unique NHS Number which helps to identify you correctly. You can now choose to include additional items

  • Significant medical history (past and present),
  • Information about management of long term conditions
  • Immunisations / Vaccinations
  • Patient preferences such as end of life care information, particular care needs         
  • Communication preferences.

Remember, you can change your mind about your SCR at any time. Talk to your GP practice if you want to discuss your option to add more information or decide you no longer want an SCR.

Vulnerable patients and carers Having an SCR that includes extra information can be of particular benefit to patients with detailed and complex health problems. If you are a carer for someone and believe that this may benefit them, you could discuss it with them and their GP practice.


Who can see my Summary Care Record (SCR)

Only authorised care professional staff in England who are involved in your direct care can have access to your SCR. Your SCR will not be used for any other purposes.

All staff:

  • Need to have a Smartcard with a chip and passcode
  • Will only see the information they need to do their job
  • Will have their details recorded every time they look at your record

Care professionals will ask for your permission if they need to look at your SCR. If they cannot ask you because you are unconscious or otherwise unable to communicate, they may decide to look at your record because doing so is in your best interest. This access is recorded and checked to ensure that it is appropriate.

SCRs for children If you are the parent or guardian of a child under 16, and feel they are able to understand this information you should show it to them. You can then support them to come to a decision about having an SCR.