We record telephone calls to and from the surgery to support the delivery of a safe and high‑quality service.
Call recordings help us to:

• Understand and resolve patient enquiries more effectively
• Support staff training and development
• Protect both patients and staff from abuse or inappropriate behaviour
• Review conversations if a concern or complaint is raised
• Continuously improve how we provide care and manage our services

Please note that call recordings do not replace the clinical record.
Any clinical information that needs to form part of a patient’s medical record will still be documented by the clinician as usual.

When you call the surgery, you will hear an automated message advising you that your call may be recorded.

Recordings may be used to:

• Review the accuracy of information provided
• Investigate complaints or incidents
• Support staff training and service improvement
• Protect patients and staff from abusive or inappropriate behaviour

Recordings are never used for marketing, automated decision‑making, or profiling.