The purpose for recording calls

We may record calls for the following purposes:

• staff training

• improving customer service quality

• ensuring information that we provide is consistent and accurate

• reporting on the type and number of enquiries we receive

• making sure we have an accurate record of your call, which may be needed to support any transactions that take place over the phone or if there is a dispute

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The calls which are recorded

We may record inbound and outbound calls to and from our clinics.

When recording starts

Recording automatically starts when your call is answered, and you are placed in the queue.

‌This includes when you are placed on hold, which means the recording may pick up background noise and conversations you have with other people while you are waiting for your call to be answered by us.

The phone number you have called from is also stored so we can retrieve the call recording in the future. We do not use your phone number for any other purpose.

When recording stops

Recording automatically stops when the call is:

• terminated

• transferred outside of our internal phone system (i.e to a mobile phone)

If you do not want to be recorded

You can contact us by email instead. Email address can be found in the contacts section of our website.

Requesting a copy of your call

You have the right to access and correct any personal information we hold about you, including your call. If you wish to do so please contact your local clinic in the first instance.