Our practice records incoming telephone calls to:

• Check for accuracy of the request, content of the conversation and details given, should a query arise later.
• Train staff
• Assist in complaints investigations
• Provide evidence of abusive behaviour should it occur

Our practice records outgoing telephone calls to:

• Check for accuracy of the request, content of the conversation and details given, should a query arise later.
• Train staff
• Assist in complaints investigations
• Provide evidence of abusive behaviour should it occur

If you object to this you will need to end the call when you are told that calls may be recorded.

Alternative methods of communication are available: call in person at the surgery.

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

Data Controller contact details

Dr Nana Oppong
Mersham Medical Centre
30 Norbury Road
Thornton Heath
Surrey
CR7 8JN
Tel: 0208 653 1869

Data Protection Officer contact details

Umar Sabat – IG-Health
Umar.sabat@ig-health.co.uk

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.”

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 Health and care professionals and support staff in this surgery, NHS England, Police Service.

Rights to object

You have the right to object to some or all the information being processed under Article 21. Please contact the Data Controller or the practice. You should be aware that this is a right to raise an objection, that is not the same as having an absolute right to have your wishes granted in every circumstance.

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. https://digital.nhs.uk/article/1202/Records-Management-Code-of-Practice-for-Health-and-Social-Care-2016 or speak to the practice.

Right to Complain

You have the right to complain to the Information Commissioner’s Office, you can use this link https://ico.org.uk/global/contact-us/ or calling their helpline

Tel: 0303 123 1113 (local rate) or 01625 545 745 (national rate)

* “Common Law Duty of Confidentiality”, common law is not written out in one document like an Act of Parliament. It is a form of law based on previous court cases decided by judges; hence, it is also referred to as ‘judge-made’ or case law. The law is applied by reference to those previous cases, so common law is also said to be based on precedent.

The general position is that if information is given in circumstances where it is expected that a duty of confidence applies, that information cannot normally be disclosed without the information provider’s consent.

In practice, this means that all patient information, whether held on paper, computer, visually or audio recorded, or held in the memory of the professional, must not normally be disclosed without the consent of the patient. It is irrelevant how old the patient is or what the state of their mental health is; the duty still applies.

Three circumstances making disclosure of confidential information lawful are:

• where the individual to whom the information relates has consented;
• where disclosure is in the public interest; and
• where there is a legal duty to do so, for example a court order.