Call Recording Privacy

All inbound and outbound calls to KClinics Group Limited are recorded to ensure high service quality, monitor staff performance, protect employees from nuisance or abusive calls, establish facts in disputes or complaints, and support clinicians in maintaining accurate records of telephone consultations.

The purpose of call recording is to provide a record of incoming and outgoing calls including:

– Customer inquiries about procedures or consultations.

– Telephone consultations with doctors or aestheticians.

– Administrative calls, such as booking procedures or clarifying information.

If you prefer not to have your call recorded, please use alternative contact methods.

We provide several ways to contact us without recording calls:

– Email: Send your inquiries to info@kclinics.co.uk

– Online Booking: Use our website www.kclinics.co.uk

– In-Clinic Consultation: Opt for a face-to-face consultation or procedure in one of our clinics.

Please note that during in-clinic consultations or treatments, no call recordings are made.

Call recordings are made for the following purposes:

1. Quality Control: Ensuring the highest service standards.
2. Staff Training and Development: Analyzing calls to identify training needs.
3. Employee Protection: Safeguarding employees from nuisance, abusive, or aggressive calls.
4. Dispute Resolution: Providing evidence in the event of complaints or conflicts.
5. Medico-Legal Requirements: Maintaining accurate consultation records to protect clients and clinicians.
6. Understanding Customer Needs: Reviewing calls helps us better respond to your inquiries.

Quality monitoring. This can help us identify any improvement areas.

Stuff Training and Development. Listening to a sample number of calls, allows managers to identify training needs. Sample scenarios are based on the recordings but any transcripts are anonymised.

Gaining a better understanding of our customers. Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs, and gain a more informed view of organisations we signpost to.

Complaints and disputes. In the event of a patient complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations.

Your recordings are securely stored in compliance with GDPR:

– System Provider: Recordings are stored in an encrypted system with access controls.

– Retention Period: Recordings are retained for up to 6 months and automatically deleted afterward.

-Long-Term Storage: If the recording pertains to a medical consultation, it may be downloaded, transcribed, and stored as part of the patient’s medical record for up to 8 years.

Access to recordings is strictly limited to authorized personnel. For long-term records, the original audio file is deleted, and only the transcription remains as part of your medical documentation.

We ensure transparent notification to our clients:

1. Call Announcement: Every call to KClinics begins with an automated message informing you that calling is recording.
2. Website Information: A notice is available on our website www.kclinics.co.uk.
3. In-Clinic Notification: Relevant notices are displayed at the reception area in all our clinics.

You can request a copy of your call under the Data Protection Act. Here’s how:

1. Submit a written request to info@kclinics.co.uk.
2. If the recording is available (within 6 months), we will offer you:

– An opportunity to listen to the recording at one of our clinics.

– A transcription of the recording if it pertains to a medical consultation.

Requests are reviewed by our team, and we aim to resolve them promptly.

For questions about call recordings or data protection, please contact our Data Protection Officer:

– Email: info@kclinics.co.uk

We ensure transparency and uphold your rights to privacy while maintaining high-quality and safe service delivery.