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Recording of abusive telephone calls.
We have an excellent relationship with our patients and appreciate the mutual understanding that we share that at times we can be doing our best as can patients but sometimes everything does not go to plan. During these times we will do what we can to put the situation right. We also have a duty to care for our staff and for this reason we have had to apply a facility to record occasional telephone calls - where the caller is threatening or abusive. When we are forced to record such a call the persons on the call will hear a recorded message informing them that the call is now being recorded and it will be recorded from then until its conclusion. We have decided to not routinely record all telephone conversations at this time.