Telephone Call Recording

The practice makes every reasonable effort to advise Patients that their call will be recorded and for what purpose the recording may be used. This will be via a pre-recorded message within the telephone system. The voice file will be stored within the clinical system or within the telephone system to which the same rules of confidentiality will apply.

Playback / Monitoring of Recorded Calls

Monitoring of the call recordings will be undertaken by the Practice Manager and Business Manager. Any playback of recordings will take place in a private setting. All recordings and call recording equipment will be stored securely, and access to these should be controlled and managed by the Practice Manager.

Access to the recordings will be via the recording and playback equipment.

My Health Online

My Health Online is a service provided by National Wales Health Informatics Service that allows you to access your practice online. My Health Online includes a number of optional features, including:

  • Checking, booking and cancelling appointments.
  • Checking your medication and ordering repeat medication.
  • Updating your contact information, including mobile phone number and email address.
  • Sending messages to your practice, so avoiding the need for a phone call for routine enquiries.

Your practice may not offer all these features. Ask your practice which ones are available.