Recording telephone calls

In our GP practice, all incoming and outgoing telephone calls are recorded. These are conversations between you and our doctor's assistants or GPs. This is common practice within healthcare, for example also at the GP surgery and at 112.

Before the call starts, you will hear via a tape that the telephone conversation is being recorded. With this information on our website, we also inform you of this in writing.

Why do we record phone calls?

We record telephone conversations to monitor and improve the quality of our care and services. The recordings can be used to listen back to a conversation if ambiguity has arisen, for example if a complaint or address has not been properly understood. They can also help reconstruct the course of events in case of incidents or disagreements. In addition, we use recordings to train new staff and improve communication skills.

Privacy and confidentiality

Personal data are recorded when telephone conversations are recorded. These recordings are subject to medical confidentiality and are handled carefully and confidentially. We comply with current privacy legislation (AVG) and the guidelines for handling medical data.

Your rights as a patient

As a patient, you have the right to clear information about the recording of conversations and its purpose. We therefore inform you about this in advance via the telephone tape and via this website. You also have privacy and data protection rights.

Retention period

We do not keep recorded conversations for longer than necessary for the purpose for which they were recorded. After that, the recordings are securely destroyed.

For more information on how we handle medical data, please refer to the KNMG guideline on handling medical data.