UK GDPR and Recording Patient Calls: A Guide for Clinics
What UK GDPR and the Data Protection Act 2018 mean for clinics that record or summarise patient calls, including AI call handling.
Introduction
Recording calls helps clinics resolve disputes, train staff and follow up accurately. But patient calls often include health information, which UK data protection law treats with extra care.
This guide explains what UK GDPR and the Data Protection Act 2018 expect, in plain English.
This article is general information for clinic owners, not legal advice. For decisions about your own practice, speak to a qualified adviser.
Key takeaways
- Health data is special category data under UK GDPR.
- You need a lawful basis and a special category condition to process it.
- Tell callers that calls are recorded, why, and how long you keep them.
- Mention AI call handling and your suppliers in your privacy notice.
1. Why patient calls are sensitive
Under UK GDPR, data about someone's health is special category data. A patient describing symptoms or asking about a treatment is sharing exactly that. Recording or transcribing the call means you are processing it.
2. Lawful basis and conditions
Clinics need a lawful basis under Article 6 and a condition under Article 9 for special category data. Many private clinics rely on conditions linked to providing health care, but the right choice depends on your situation. The ICO's guidance is the best starting point.
3. Be transparent with callers
- Add a short line to your greeting: calls are recorded and why
- Explain call recording and AI call handling in your privacy notice
- Name the types of suppliers that process call data for you
- Tell patients how to request a copy of their data
4. Keep only what you need
Set a retention period for recordings and transcripts, restrict access to staff who need it, and make sure your suppliers have appropriate security in place under a written contract.
5. Using an AI receptionist
An AI receptionist is a processor acting on your behalf. Check its contract terms, security and data location. Read how Clinic24 protects patient data and see Clinic24 for UK clinics.
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