Quinton Practice

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Telephone: 01922 415 515
Out of Hours: 111

Data Protection, Privacy and Confidentiality

Call recordings

Call recordings 

General Principles

The UK General Data Protection Regulation 2016 (UKGDPR) 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.

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.


The Practice will record telephone conversations from its central telephone system. All call recordings are encrypted and stored on a secure server at the system provider’s headquarters.

Data Protection Privacy Notice for Patients

Our Practice Privacy Notices explain what information we collect about you, how we store this information, how long we retain it and with whom and for which legal purpose we may share it, the documents can be downloaded here:

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Data Sharing Agreements for the Mentally Impaired

Quinton practice have Data sharing agreements with other health care professionals to support us and you in you on going care. Referrals made to hospitals are done with your knowledge and sent under the same confidential rules and security through NHS approved software.

Mentally impaired

These are an important part of care at Quinton practice and a further referral regarding your care may need to be made:

Whilst there is a legitimate legal basis for the processing of data, individuals will need to be made aware that under the DPA18 they have 8 rights, which are applicable at all times throughout the processing, as detailed below:

  • The right to be informed
  • The right of access
  • The right of rectification
  • The right to erasure 
  • The right to restrict processing
  • The right to data portability
  • The right to object
  • Rights of automated decision making and profiling  

The data we release

You name, Date of birth, NHS number, Mental health problem and official diagnosis.

Your information is dealt with in the strictest confidence.

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Freedom of Information Act

Information available from Quinton Practice under the Freedom of Information Act model publication scheme can be obtained from our Practice Manager.

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NHS Summary Care Records

As part of a mandatory, national programme each GP Practice will have to make a summary care record for each patient (unless the patient has already opted out). Please read the information regarding this.

If you wish to opt out download and complete the opt out form and return to the Practice (see below).

Information Website

Summary Care Records on the NHS Digital website.

Information Leaflets & Opt Out Form

Information on national opt out data

The national data opt-out (offered to the public as ‘Your Data Matters to the NHS’) The national data opt-out allows a patient to choose that they do not want their confidential patient information to be used for purposes beyond their individual care and treatment. Patients who do not wish to opt out do not need to do anything. The national data opt-out is a simple option that a patient who wishes to opt out needs to set only once, and which will then be applied across the health and care system.

A patient can change their national data opt-out choice at any time, using either of the services below.

How to set a national data opt-out choice using the online service Before using the online service, patients who wish to set a national data opt-out will need to have the following information to hand, so that their identity can be confirmed:

• NHS number – patients can find their NHS number on a letter from their GP practice or other NHS service, on a prescription, or via online access to GP practice services (such as for booking appointments or requesting repeat prescriptions)

• Mobile phone number or email address provided previously at a GP practice or other NHS service.

If a patient has difficulty providing this information, they can still use the telephone service, when other means of confirming identity can be discussed. Using any device which can connect to the internet such as a computer, tablet, or mobile phone, patients can go to: www.nhs.uk/your-nhs-data-matters and follow the guidance on the page. The online service is available 24 hours a day, 7 days a week.

How to set a national data opt-out choice using the telephone service

If a patient is unable to use the online service, or would prefer not to, they can telephone 0300 303 5678 to register a national data opt-out. According to Ofcom, the UK’s communications regulator, calls to 0300 numbers should cost no more than calls to a normal personal or business geographic landline number (numbers starting with 01 or 02), whether calling from a landline, or mobile phone. The telephone service is available 9am to 5pm, Monday to Friday, excluding English bank/ public holidays.

Confirmation Once the process has been completed, the patient will receive a confirmation that their national data optout choice has been set, using email, SMS text, or letter as per their chosen communication method.

Who can choose to opt-out?

Anyone registered for care or treatment with the NHS in England with an NHS number can have a national data opt-out set and of those anyone aged 13 and over can set their own national data opt-out if they wish to.

People with parental responsibility for children under the age of 13 such as parents or legally recognised guardians can act as a proxy and set or change a national data opt-out on the child’s behalf. People who have a formal legal relationship with a patient such as someone who has a legal power of attorney or a court appointed deputy can act as a proxy and set or change a national data opt-out on the patient’s behalf.

To set or change a national data opt-out as a proxy, the person acting as the proxy will need to use the telephone service on 0300 303 5678. How national data opt-out information is used NHS Digital provides the national data opt-out service on behalf of the health and care system and publishes more information at: set-national-opt-out.service.nhs.uk/privacynotice about how it processes the opt-out data to provide this service