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Call recording has long been a requirement for financial organisations and other businesses that need a record of conversations that may be of a sensitive nature or require the ability to check back on calls to confirm certain details.

Messages informing customers their calls may be recorded for...

09/07
2013
Call recording to protect medical staff and patients
Posted by Caroline Moore on 09/07 at 10:48 AM Videos and webinars, Healthcare, On-premise telephone systems, Healthcare,

Call recording has long been a requirement for financial organisations and other businesses that need a record of conversations that may be of a sensitive nature or require the ability to check back on calls to confirm certain details.

Messages informing customers their calls may be recorded for quality control and training purposes are commonplace these days but for some organisations, call recording has become one of the most efficient ways of protecting themselves in a litigious age.

This is certainly true for practice managers of health centres and GP surgeries, who need to record calls to meet regulatory compliance for telephone triage and telephone consultation purposes.

Furthermore, receptionists and practice staff are sometimes the victims of abuse and improper behaviour and, again, call recording can be used as evidence if any incidents lead to prosecution.

Call recordings can be replayed immediately or at a later time and can be safely archived. These recordings can also be linked to patients’ records to give practice managers the ability to search and play recordings by patient name and to retrieve recordings via the surgery’s CRM.

Call recording can be added to an existing telephone system or incorporated into a replacement telephony solution, which can also include panic buttons to protect staff even further.

For more on why health practices and GP surgeries are using call recording, please view the short video above.

 
Posted by
Caroline Moore's avatar
Caroline Moore on 09/07/2013

Former newspaper journalist, Caroline joined the company in 2008 with no previous knowledge of the industry.

She set about stripping back all the jargon to produce plain English marketing collateral to support the sales teams. Now slightly more well-versed in the dark arts of voice, connectivity and data services, Caroline writes blogs, case studies, data sheets and social media updates to engage with potential and existing customers.

This industry is far cry from her previous working life when she worked as communications manager for Exeter Chiefs and Northampton Saints.


Contact: caroline.moore@swcomms.co.uk