How to record phone consultations

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24 comments

  • Dr heidi carroll

    can this work from an ipad? 

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  • Phil Wilks

    Yes you could set up the phone call from an iPad, but you would need a phone (landline or mobile) to dial the number we give you. In the future we are planning to allow you to join from the website too, which would enable you to use an iPad or a PC instead of a phone.

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  • Dr heidi carroll

    thanks so much for prompt reply- am a trainer in a practice wondering if buying an ipad would be useful for the purpose of recording and reviewing for RCA for trainee who is in the June cohort.   can trainers review the consultation recordings on the website on a PC/ipad?  much appreciate your help as obv under a lot of time pressure and want to do what we can to support trainee

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  • Phil Wilks

    Yes the supervisor can review consultations on a PC or an iPad.

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  • Dr Katherine Alexandra Horder

    If we called the patient on a landline, how do you check that they still consent at the end of the call? Do we need to ask them during the call?

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  • Phil Wilks

    You don't need to check, the automated consent at the start of the call is sufficient and we document this in the audit log for the consultation.

    We are going change the message at the start of the call soon, so that if the patient is on a landline they will hear something similar to "If you change your mind part way through the consultation and would rather not have the call recorded, please just let your doctor know". I will put a comment here once this is done and update the article above.

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  • Dr Hazel Dent

    Hello, I just completed a call and entered the info at the end. Pt has not consented prior to the phone call, but verbally did so at the end. Can I change the consent with the patient's permission? Or is it one I just cannot use? Thanks

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  • Phil Wilks

    Hi Hazel. If they answered "no" to the recording consent question before the beginning of the consultation then the call won't have been recorded at all. Therefor I'm afraid there is no way to retrieve a recording even if the patient later says they would have been happy for it to be recorded.

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  • Dr Santosh Gurung

    I have shared few phone calls with my supervisor but can’t find which ones I shared. Can’t see it in the audit trail either. I cannot add my comments for self-reflection, so that supervisor can feedback on my consultation and my comments. Is there a way to do these?

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  • Dr Abby Packard Rosen

    Should we be asking the patient to confirm their name and date of birth during the recording?

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  • Dr Katherine Alexandra Horder

    Would it be possible to change the consent statement that patients hear at the beginning so that it is made clear that the doctor will not know whether they have agreed or not to the recording, and that their decision will not affect their care and they can change their mind at any point? I am concerned that patients will potentially feel disadvantaged in their care and I think currently patients would assume that we do know whether they have consented, which could lead to difficult conversations.

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  • Phil Wilks

    Hi Santosh, we have now added a "Shared" tick to the consultation list so you can see which ones you have shared. At the moment there is no option for self reflection but we'll be working on this soon.

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  • Phil Wilks

    Hi Abby, yes you should follow your normal procedures for verifying the identity of the patient.

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  • Phil Wilks

    Hi Katherine, we have now updated this page to reflect some changes we have made to the consent process on phone calls. As a result of feedback we've received from our users, the phone call no longer proceeds if the patient doesn't give their consent to the consultation being recorded. Instead, the patient is told that their doctor will call them back shortly. 

    We've also added a new message which the patient hears if they do give consent...

    Thank you. If you change your mind during the consultation and would prefer not to have the call recorded, please tell your doctor. Please hold while we connect you.

    The issue of patients feeling obliged to consent is a tricky one. We may update our system further based on your comments above but we need to think about this further.

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  • Dr Shahidul Haque Chowdhury

    How do you delete a recording?

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  • Dr Ebrahim Aboujaafer

    Hi, can we share recording with more than one educator? and the ones we share, we will still be able to submet them wont we?

    Thank you

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  • Dr Suleman Sami

    Dr. Ebrahim yes you can share with more than 1 supervisor/educator provided in line with GDPR. Also if you use these consultations for COTs on your e-portfolio then i think the guidance is you should not submit them for assessment. If you are sharing with them just for the sake of sharing and generating discussion then i think it should be okay.

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  • Dr Shaieb Haleem Tariq

    Hi, for some reason i seem unable to connect to the patient if I dial from my surgery landline. It doesn't respond to me dialing the code. Is there anything that I can do to fix this.

    Thank You

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  • Shehnaz Hussain

    Unfortunately with only 1 week to go we are unable to access any of the recorded phone calls on FourteenFish platform and no one is able to help resolve the issue

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  • Dr Suleman Sami

    Shehnaz i dont have any of that issues. You should raise a support ticket ASAP

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  • Phil Wilks

    Hi Shehnaz, I'm very sorry about this. We made a bad choice when choosing how to encode phone recordings which meant they were incompatible with Internet Explorer. We are in the process of re-encoding all the phone call recordings, but with over 45,000 calls recorded before we changed the encoding format this is taking a while. At the time of writing this there are about 8,000 recordings left in the queue, which at the current rate of processing should be finished by around 3am. In the mean time you can use another browser (e.g. Chrome) to listen to any phone recordings that haven't yet been re-encoded.

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  • Phil Wilks

    Shaieb Haleem Tariq – I have only just seen your comment above, sorry for the delay in replying. Have you had any luck? If not it's probably something to do with the way your practice phone system (I'm guessing it's VOIP based?) handles DTMF tones. If you're still having issues, please raise a support ticket. 

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  • Phil Wilks

    Shahidul Haque Chowdhury – To delete a recording you just need to click on it in the main list and then scroll down the page a bit. You should then see a grey button called "Delete consultation".

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  • Phil Wilks

    Ebrahim Aboujaafer – Yes you can share a consultation with multiple people, and you can still submit them for assessment.

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