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'Being open'

The Medway Community Healthcare Board are committed to 'Being open'.

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Your health records

The Data Protection Act 1998 allows you to make a request in writing for a copy of the information held about you on a computer or manually. This is called a subject access request.

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Contact us

Your experience is important to us and helps us to make sure our services provide excellent care. If you have any comments or queries about our services please see our contact us section.

Privacy

Call recordings

Medway Community Healthcare as a responsible provider of community services, may record your call for training, monitoring and quality assurance purposes

Recording customer conversations allows us to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint.

How will call recordings be used?

Quality monitoring
Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas.

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
Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations.

Employee safety and wellbeing
A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual.

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