Did Not Attend Policy & Telephone Recording Policy


Our DNA policy is changing......

DNAs (Did Not Attned) are a huge problem in the  NHS, wasting millions of hours and pound every year.

From 01/08/2016 patients who repeatedly fail to attend for appointments will be sent a written warning and further DNAs could result in removal from the Practice.

Please make a note of your appointment and if you are no longer able to keep it then please let us know in sufficient advance that another patient can be offered the appointment.

Thank you


Adshall Road Medical Practice

Telephone Voice Recording Policy



Author and Role:

Umar Sabat, Data Protection Officer
Dr A Gillott, Caldicott Guardian  

Current Version Number:


Current Document Approved By:


Date Approved:



Adshall Road Medical Practice has a telephone system that is capable of recording conversations. Like many other organisations, this is a standard practice that allows the recording of telephone calls for quality monitoring, training, compliance, and security purposes.

Purpose of this telephone recording policy

In order to maintain high standards and protect the public and staff we need to record all telephone calls received into the Practice and retain them for a limited period of time.

The Practice will ensure that the use of these recordings is fair and that we comply with the requirements of the relevant legislation. This includes:

  • The Regulation of Investigatory Powers Act 2000;
    · The Telecommunications (Lawful Business Practice) (Interception of Communications Regulations) 2000;
    · The Telecommunications (Data Protection and Privacy) Regulations 1999;
    · The Data Protection Act 2018; and
    · The Human Rights Act 1998.

Scope of this policy

All calls call made to the Practice will be recorded. Under normal circumstances a call will not be retrieved or monitored unless:

  • It is necessary to investigate a complaint;
    · It is part of a management 'spot check' that customer service standards are being met;
    · There is a threat to the health and safety of staff or visitors or for the prevention or detection of crime;
    · It is necessary to check compliance with regulatory procedures; or
    · It will aid standards in call handling through use in training and coaching our staff. However, this will only be permitted if the recording is edited so that the caller remains anonymous and the member of staff who was party to the call agrees to its being used in this way.

    Collecting information

Personal data collected in the course of recording activities will be processed fairly and lawfully in accordance with the Data Protection Act 2018. It will be:

  • Adequate, relevant and not excessive;
    · Used for the purpose(s) stated in this policy only and not used for any other purposes;
    · Treated confidentially;
    · Data is only accessible by authorised personnel;
    · Stored securely; and
    · Not kept for longer than necessary and will be securely destroyed once the issue(s) in question have been resolved.

Transfer of data outside the Practice

In the event a recording needs to be transferred outside of the practice, it will be processed in accordance with the Data Protection Act 2018, and local Information Governance policy.

Advising callers that calls are being monitored/recorded

Where call recording facilities are being used we will inform the caller that their call is being monitored/recorded for quality / training purposes so that they have the opportunity to consent by continuing with the call or hanging up. When conducting telephone consultations staff must inform the patient that their call is being recorded, this is done so on our greeting message.


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