All routine call recordings are stored securely on our telephone system, Surgery Connect. These recordings are automatically kept for 36 months. This retention period follows NHS South East London ICB Data Protection Officer guidance for GP practices.
If a call relates to a complaint, serious incident, inquest or legal matter, the relevant recording will be downloaded by an authorised member of staff and stored securely on our shared drive in a password-protected folder. These specific recordings will then be kept for six years in line with our complaints and legal retention requirements.
We record all calls for medico-legal and training purposes.
Please see our call recording policy: Call Recording Policy (DOCX, 183KB)