Do you have any guidance or policy for the public or service users to record calls when they speak to your staff.
No
What is your organisations protocol on service users recording calls when they speak to your staff? Please provide a copy of your policy, procedure and guideline notes on this issue.
None
Do you Inform Users they can record. If the answer is no what is the reason for this please if so do send me a copy.
No, however we don’t inform users that they can’t record
Are service users made aware of their right to record the encounter, if they choose to do so? Is this reflected in you policy document on the matter?
No
Does your organisation have an “Unacceptable Behaviour” policy? If so, please can you provide me with a copy?
Please see attached:
Prevention and management of violence and aggression policy HGS Prevention and Management of Violence and Aggression PM
Security policy HGS Security Policy PM
Use of violent marker procedure HGS Use of Violent Marker Procedure HGS
Security Policy QEHB
If such a policy contains points of objectionable behaviour such as telephones calls being recorded by the caller due to them being not necessary or unwanted or needed, and furthermore the staff members may feel threatened or apprehensive, are you aware that denying users the right to record calls goes against the current UK laws.
Not applicable
Are your policies and procedures compliant with the public right to audio-visually record encounters with your staff, without their consent?
All Trust polices are compliant with legal requirements.
If not, will you provide appropriate training for your staff so they are fully informed of the Public right to record?
Not applicable
What is our organisations current charging policy for Freedom of Information requests (FOI) or Subject Access Requests (SAR)? If charges are applied are concessions available for those on low income or students?
The Trust does not charge for FOI or SAR requests.
What is your organisations complaints policy? Please can you forward me a copy. Please see attached.
Patient complaints and concerns policy HGS Patient Complaints and Concerns Policy HGS
Complaints policy QEHB Complaints Policy QEHB
Does your complaints procedure permit service users evidence such as covert call recordings to form part of the investigation.
The policies do not refer to covert recordings, each case would be considered individually in line with the law.
