Call Recording Policy

Effective {{EFFECTIVE_DATE}}

Calls to and from {{CLINIC_NAME}} may be recorded and monitored for quality assurance, training, accuracy and security.

1. Notice at the start of every call

Because callers may be in states that require everyone's consent to recording, we announce the recording at the start of every call, before any substantive conversation. The announcement says, in substance: "This call may be recorded for quality and training purposes."

2. Your consent

If you hear the announcement and stay on the line, you consent to the recording. If you do not want the call recorded, tell the staff member at the start of the call or hang up and contact us another way, such as the contact form on our website or by mail. We will not refuse to speak with you because you decline, although the choice of channel may affect how quickly we can help.

3. Why we record

• To make sure we recorded your request correctly.
• To train and coach staff and to review the quality of service.
• To resolve complaints and disputes.
• To protect the safety and security of patients, staff and the clinic.
• To meet legal and regulatory obligations.

We do not use recordings for advertising and we do not sell them.

4. Sensitive information on calls

Please do not read out full payment card numbers, Social Security numbers or passwords on a recorded line. If a call involves health information, it is handled under the clinic's separate patient privacy practices, and recordings that contain such information are protected accordingly.

5. Access and sharing

Recordings are stored in access-controlled systems and are available only to authorized staff and to service providers who host or analyze them under confidentiality obligations. We disclose recordings to others only when required by law or legal process, or to protect rights and safety.

6. Retention and deletion

We keep recordings for up to 90 days unless they are needed longer for a complaint, claim, investigation or legal hold. Then we delete them securely. You may request access to or deletion of a recording that includes your voice by contacting us (subject to legal exceptions) using the details below.

7. Outbound and automated calls

Outbound calls from our staff follow the same notice. Any automated or prerecorded marketing call or text is made only with your prior express written consent, which you may withdraw at any time.

8. Employees and monitored lines

Staff are told that business lines are recorded and monitored. Personal calls should not be made on clinic lines.

9. Legal basis in your state

Federal law and most states permit recording when one party consents; several states (including California, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania and Washington) require all parties to consent. Because we cannot always know where a caller is, we give notice on every call. This policy is not a waiver of any right you have under your state's law.

10. Contact

{{CLINIC_NAME}}
{{CLINIC_ADDRESS}}
Email: {{PRIVACY_EMAIL}}
Phone: {{CONTACT_PHONE}}

_This document is a template prepared for review by the clinic's legal counsel. It is not legal advice._