Appendix II Retention schedule: Telephony systems and services

This appendix sets out the retention period for different types of telephony records relating to health and care.

This appendix sets out the retention period for different types of telephony records relating to health and care. Where indicated, Appendix III should also be referred to. This sets out further detail relating to the management of specific types and formats of records.

Recorded conversations:

Record type	Recorded conversations: which may be needed later for clinical negligence or other legal purpose
Category	Telephony systems and services
Retention period	6 years
Disposal action	Review and destroy if no longer required
Notes	Retention period runs from the date of the call and is intended to cover the Limitation Act 1980. Further guidance is issued by NHS Resolution

Recorded conversations: which form part of the health record

Record type	Recorded conversations: which form part of the health record*
Category	Telephony systems and services
Retention period	Treat as a health record
Disposal action	Review and destroy if no longer required
Notes	It is advisable to transfer any relevant information into the main record, through transcription or summarisation. Call handlers may perform this task as part of the call. Where it is not possible to transfer clinical information from the recording to the record, the recording must be considered as part of the record and be retained accordingly

Telephony systems record*

Record type	Telephony systems record*
Category	Telephony systems and services
Retention period	1 year
Disposal action	Review and destroy if no longer required
Notes	This is the minimum specified to meet NHS contractual requirements.

Last edited: 14 May 2026 8:24 am