Doctor / Patient protection
Telephone triage is a method adopted by many surgeries to enable them to help more patients quickly and efficiently. A GP or senior nurse telephone triage may result in patients being given advice, a prescription, another appointment or an emergency referral over the phone. It is important that this advice is recorded in order to protect both the Doctor and the patient.
It can be expensive and time consuming to solve disputes when it is not clear "who said what". By having calls recorded, you can listen back to the call and ascertain what was said by both parties, allowing you to efficiently settle any disputes with no money spent on court fees.
Sadly Receptionists are sometimes the victims of abuse and improper behaviour, call recordings can be used as evidence if any incidents lead to prosecution.
The ability to play back your staff's calls as a form of training to highlight the positive aspects and areas for improvement in specific calls that they have made is invaluable.
It is easy to get distracted when on the telephone in a busy office and staff may miss vital points of a conversation. Or sometimes the caller may speak quickly and the opportunity to write down the exact customer requirements may be difficult. Call recording can be invaluable in organisations that take orders over the telephone to ensure accuracy.