Doctors Surgery Recording Calls

[chrisuk013]

I recently called my local doctors surgery to speak with a doctor with regards to a couple of health issues I had been experiencing.

The doctor called me back he was less than helpful and his attitude wasn't the greatest. So, I made a complaint.

The practice manager emailed me to ask for my permission to listen to the call? It was news to me that calls between patient and doctor are recorded? I questioned this and was told that 'all calls are recorded' as per the automated message on the phone message when you call the surgery and the signs displayed in the surgery.

Having reviewed the message on the automated service and looked at the signs in the practice, neither mention that calls between patient and doctor are recorded? Not only that, the doctor called me back which was separate from the initial call I made into the surgery and at no stage did he mention the call was being recorded. What is the legality of the surgery recording the call without my knowledge?

[Buenchico]

Possibly relevant:
https://ico.org.uk/about-the-ico/media-centre/news-and-blogs/2023/04/ico-reprimands-surrey-police-and-sussex-police/

[jno]

telephone triage is quite common, but I have no idea whether they're legally obliged to tell you it's happening.

https://www.swcomms.co.uk/blog/article/why-do-gp-surgeries-need-call-recording

[wolf63]

My surgery has the message that calls may be recorded for training purposes.

[chrisuk013]

I have no problem with a triage system but what I do have an issue with is being recorded without my knowledge and with it my data being collected and furthermore no privacy when discussing my health issues.

[jno]

the triage is being done by the people who answer the phone, trying to rank callers in order of urgency, and a lot of people don't like it. But I don't know if it's legally required that you be told. (It would be courteous to do so, obviously.)

[chrisuk013]

Jon,

I am aware that when the receptionist answers the phone the calls are recorded. I have no issue with this.

The issue I have is that when the doctor 'called me' back, I wasn't made aware of the call being recorded.

[jno]

ah, okay. I don't actually know if doctors record everything on their own phones (even landline ones) rather than the switchboard ones

[douglas9401]

At my surgery calls may well be recorded for training purposes but there's precious little evidence that this is true.

[barry1010]

That's a good thing for you, though - there is clear proof that your GP wasn't helpful and had a poor attitude during the phone call. It is not your word against his.

[barry1010]

You might find this helpful https://www.gmc-uk.org/ethical-guidance/ethical-guidance-for-doctors/making-and-using-visual-and-audio-recordings-of-patients/recording-telephone-calls

[Peter Pedant]

oh I do - - know that they should give notice about recording
You are allowed to have a copy of the call on application ( Subj Access Request)
but you are right - they should not be recording call without notice AND safeguards
remember the call was between you and receptionist

ring the ICO and ask them - they are very helpful

[Peter Pedant]

20 Nov 11
Dear Sirs, writes Robert Pearson then medical director of CMFT - we have recently concluded an investigation of the data protection act. Telepjone call to the Trusts switchboard were being recorded. These calls were kept for a short period of time and it is highly likely that they included personal data beyond names...."

this is a voluntary declaration precipitated by me of course
Have you wondered why I never got a pay rise - not with letters like that I didnt !

[Peter Pedant]

I have no idea if these rules still hold - 2011 isnt 2023

I had done v v well. I had raised froo official channels that the Trust may be recording calls, and THEY said (Robt Pearson again): if you have no evidence, we wont investigate....ho ho ho. That is the barl in the long grass they thought.

AND then I was involved in a works case later- and the employer said "Did you speak about this?"
and the worker said - I did I did, constantly
and THEY said - "no yo didnt, we have the recording involving the patient and possible diagnostic procedures"

and I squeaked, trying not to show that this was going to cause A LOT of trouble: can we have a copy please?

and the works chairman like the lu-lu he was said: yes certainly....

The names and dates changed to protect the Guilty, but not the letter which I got frooda ICO by a FOI inquiry - not from my employer who went "la-dee-dah, I cant hear you"

[Peter Pedant]

thi is NOT a GMC case but ICO
but
Telephone calls from patients to healthcare organisations may be recorded for legitimate reasons, for example, for medico-legal purposes, staff training, and audit, provided you take all reasonable steps to inform callers that their call may be recorded.
This is NOT a statement of data law
apply to the ICO for that
actually on the face of it, I think the GMC advice is wrong but what the hell

[bednobs]

surely all calls is all calls?