KClinics
KClinics may record telephone calls to and from the clinic. This notice explains why we do this, the lawful basis for it, how recordings are kept and used, and your rights. We handle call recordings in accordance with the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).
We may record incoming and outgoing calls to keep an accurate record of conversations, to confirm bookings and instructions, to help train staff and maintain the quality of our service, to help resolve any queries, disputes or complaints, to protect our team from abusive or nuisance calls, and to support our records where a call relates to your care.
Where we record calls, we rely on our legitimate interests under Article 6(1)(f) of the UK GDPR in maintaining service quality, security and accurate records, balanced against your privacy. Some calls are also necessary for the performance of our contract with you, or to comply with a legal obligation. If a call involves health information, we treat that as special category data and rely on your explicit consent or another appropriate condition under Article 9 of the UK GDPR.
We aim to be transparent about call recording. We let you know that calls may be recorded, for example through an announcement at the start of a call, through this notice on our website, and through information available at the clinic. If you would prefer your call not to be recorded, please tell us at the start of the call and we will offer an alternative way to deal with your enquiry where we can.
We keep call recordings only for as long as necessary for the purposes above and no longer than permitted by law, after which they are securely deleted. Recordings are stored in secure, access-controlled systems, and access is limited to authorised staff who need it.
We do not share call recordings with third parties except where it is necessary and lawful to do so, for example with the police or other authorities where required, or with our insurers or legal advisers in connection with a complaint or legal claim. Any processors who handle recordings on our behalf are bound by contract to protect your data.
Under the UK GDPR you have the right to access recordings of your own calls, to ask us to correct related inaccurate information, to request erasure or restriction in certain circumstances, to object to processing based on legitimate interests, to data portability, and to withdraw consent where we rely on it. To exercise any of these rights, please contact us with enough detail to identify the call. We will respond within one month and may need to protect the privacy of others in any recording.
For any question about call recording, or to exercise your rights, contact us at hello@kclinics.co.uk, 020 8050 0750, or KClinics, 4 Charterhouse Buildings, Goswell Road, Clerkenwell, Islington, London EC1M 7AN. If you are unhappy with how we have handled your data, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.