WE'RE BEING EXPLOITED, CLAIM SURGERY PATIENTS

BY BEN FARMER

10:30 - 17 November 2004
Patients at an NHS medical centre say they are being exploited after the surgery switched to a national rate phone number.

By fitting a new 0870 number, they say the Merridale Medical Centre, in Narborough Road, is trying to profit from the calls.

Last week, the new number replaced the previous 0116 local rate number at the busy surgery.

They also claim that the new computerised telephone queuing system has left patients stuck on hold for up to 20 minutes.

When the Leicester Mercury tried to make a general inquiry at the surgery, we were put on hold for 35 minutes.

However, today the medical centre defended the new system and denied it was trying to make money from patients. It said the move was to improve services and any extra money made would be ploughed back into the centre.

BT and telecoms watchdog Ofcom, said an average daytime call to a local number was just under 4p a minute.

To an 0870 number it was twice that, at just under 8p a minute.

One patient, who did not wish to be named, said: "A lot of people haven't found out about it yet, but those who have are up in arms.

"It's awful to think they could be making money out of people. A lot of the patients are old and even a small increase is too much.

"All the while you are waiting, it is costing you money."

Dr Geoffrey Cook, senior partner at the centre, disputed the cost of the calls, saying the difference was under 2p more per minute.

He said the new system was brought in after patients said the old phone system was not good enough and said the majority found the new system an improvement.

He did say there were "teething problems" with people being left on hold.

Extra money raised would fund the night line or other practice costs.

He said: "We are certainly not making money out of patients."

Rob McMahon, chief executive of Leicester City West Primary Care Trust, said the system gave patients and staff a better service for very little extra money.

He said: "Before initiating its new telephone system the Merridale Practice looked at a range of options and indeed consulted with its patients about their preferences. The patients the practice consulted with were very positive about this development."

Nancy Telford, chair of Leicester City West Public and Patients' Forum, said: "The practice manager of Merridale surgery told me they had instituted a call system in response to questions from patients in the summer.

"Patients were overwhelmingly dissatisfied with the previous telephone system.

"The initial call costs more, but with time they predict it will be down to 30 seconds and so more economical.

"This surgery seems to have taken patients' complaints on board and after initial teething troubles will provide a better service."

The British Medical Association, was unable to say how many other practices are using 0870 numbers.

A spokesman said any practice wishing to take up such a number should explain the charge clearly.

USE OF 0870 NUMBERS IS REALLY A SCAM

10:30 - 26 November 2004
The use of 0870 numbers is increasingly becoming recognised as a scam.

Businesses receive a cut of the profits from such a number, sometimes up to 4p per minute. Because these numbers are not classed as premium rate, there is nothing to stop callers being held in a queue for a long period (which is not allowed on 09 numbers).

The use of the term "national rate" is a misnomer as these calls cost far more than national calls (current BT price 3p vs 8p for 0870) and is likely to be outlawed by Ofcom shortly.

There is a website that lists alternative numbers for many organisations that use 0870. If we can find the number for Merridale Medical Centre it will be listed there shortly!

www.saynoto0870.com/

Jonathan Rawle, Leicester.