Practice Policies
Last Updated: Thursday, 28 August 2025Data Protection Act
Only those responsible for your care have access to your information. This usually allows only Doctors, Nurses, Midwives, Health Visitors, and the Practice Staff access to your details. We will not pass on your information to any one else without your consent.
If you wish to access your medical record then please ask the Practice for a guidance leaflet.
Zero Tolerance Policy
The Practice operates a strict zero tolerance policy.
Violent and abusive behaviour will not be tolerated.
The Practice is covered by CCTV.
In the event of an incident footage may be passed on to the police.
DNA Policy
Wasted appointments are a huge problem throughout the NHS. The issue of Did Not Attends (DNAs) is a continued frustration for both patients waiting to get an appointment with their GP or Nurse and for those working in the Practice.
Patients must notify the Practice the day before their appointment should they not be able to attend by ringing our reception team on 0151 525 5792. If an emergency situation means a patient cannot attend on that day, patients must ring as early as possible on that day, before the appointment time to notify our reception team that they cannot attend. This appointment can then be offered to another patient.
Failing to Attend Without Prior Notification:
When a patient fails to attend an appointment with a healthcare professional a note of the date and time is made in their electronic medical record.
When a patient fails to attend 3 appointments with a healthcare professional within a 12 month period, the Business Manager will write to the patient, reminding them of the importance of first cancelling unwanted appointments, and detailing the consequence of not cancelling. This letter will also explain to the patient that should they fail to attend a further appointment without first cancelling it, they may be asked to leave the practice list.
If the patient fails to attend a further appointment following receipt of the first letter, the Business Manager reserves the right to write to the patient notifying them that they will be removed from the practice list, without further discussion unless the patient writes to the Business Manager within 7 days with a suitable apology and explanation for non-attendance.
CALL RECORDING POLICY
Introduction
This policy outlines the practice’s call recording process.
The purpose of call recording is to provide a record of incoming and outgoing calls which can:
- Identify practice staff training needs
- Protect practice staff from nuisance or abusive calls
- Establish facts relating to incoming/outgoing calls made (e.g. complaints)
- Identify any issues in practice processes with a view to improving them (e.g. to aid workforce planning)
Purpose
The purpose of this policy is to ensure that call recording is managed in line with Data Protection Act 2018 requirements.
The practice will make every reasonable effort to advise callers that their call may be recorded and for what purpose the recording may be used. This will normally be via a pre-recorded message within the telephone system and via signage at the practice. The voice file will be stored within the telephone recording system software to which the same rules of confidentiality will apply. The practice’s data protection registration covers voice files similarly to other data.
Scope
This policy applies to all practice staff including any contracted or temporary workers.
All external incoming and outgoing calls made by practice staff via the telephone system will be recorded.
Recording will automatically stop when the practice staff member terminates the call.
Callers will be advised that the call will be recorded for training and monitoring purposes in the form of an automated voice message and via an information notice displayed at the surgery plus information contained on the surgery website.
Playback, Monitoring and Storage of Recorded Calls
Monitoring of the call recordings will be undertaken by the Business Manager.
Any playback of recordings will take place in a private setting and where applicable, individuals should be given the opportunity to listen to the relevant recordings to receive feedback and developmental support.
All recordings and call recording equipment will be stored securely on site at the practice and access to these will be controlled and managed by the Business Manager.
Recordings will be accessed by logging into a dedicated, password protected computer system.
Call recordings will be retained by the provider for 3 years.
Confidentiality
The Data Protection Act allows patients access to information that is held about them. This includes recorded telephone calls.
Requests for copies of telephone conversations can be made under the Data Protection Act as a “Subject Access Request”. After assessing whether the information can be released, the requestor can be invited to the practice premises to hear the recording. A data subjects have the right to the erasure of personal data concerning them. ‘The right to be forgotten’ does not override legal and compliance obligations.
If there is a request from an external body relating to the detection or prevention of a crime (e.g. police), then requests for information should be directed to the Business Manager.
Under GDPR, organisations are prohibited from recording the personal conversations of staff, even with consent, and therefore need to ensure that while business calls are recorded, personal calls always remain private.