http://www.daventrytoday.co.uk/news/Phone-number-scrapped-after-calls.4248225.jp

Phone number scrapped after calls from patients

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A CONTROVERSIAL phone number has been dropped by a Daventry GP practice after finding patients were waiting in queues and being cut off.

Danetre Medical Practice, in London Road, has switched back to its old 01327 703333 number after finding a new automated phone booking system, using an 0844 number to pay for it, did not meet expectations.

The practice started using the 0844 in March saying it would improve patient service by automatically allowing people to book, check or cancel appointments at any time of the day.

However a number of people objected to the new number saying it would cost more than calling a 01327 number, especially for those on free local call packages or those who only had a mobile.

Practice manager Ruth Farthing said: “Patients just couldn’t get through and we could not work out whose fault it was.

“We had BT here, the software people here, and the 0844 number people here just trying to work out what wasn’t working.

“The suppliers could see people weren’t using the number because they just couldn’t get through so they released us from the contract, which was for three years.”

An online system which patients can register with to pick their own appointments, check and cancel them, which was introduced at the same time has proved a success and continues to run and the practice is keen to get more patients using it to help free up the phones.

John Birch was one of those who opposed the 0844 number. He said: “I think Danetre have handled the situation very professionally after receiving what must have been a great number of complaints and realised they’ve been sold a pup that doesn’t work.

“As a patient at the practice I can say the online system is a wonderful improvement and although the 0844 number solved the problem of hundreds of patients calling at once, I think the idea of revenue-sharing phonelines wasn’t the right way to do it.”
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http://www.walesonline.co.uk/news/health-news/2008/07/13/patients-being-ripped-o...

Patients being ripped off by GP phone charges

Jul 13 2008 by Gavin O'Connor, Wales On Sunday

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PATIENTS making calls to book an appointment at a surgery are being charged at least FIVE times the normal rate through expensive phone lines.

A Wales on Sunday investigation into the costs of making a call to a GP surgery has led the Welsh Assembly Government’s health chief to launch her own probe after complaints that patients were being ripped off.

As patients are unable to call in to the surgery to make an appointment in person, they are forced to make a phone call, with many getting stuck in long queues.

The 0844 number is used by dozens of health centres around Wales and is among the most expensive available.

Opposition AMs have also slammed the system and said surgeries should provide the cheapest service possible.

Some surgeries use the number, which is seen as the most practical and efficient, as a revenue generating enterprise. However, patients using the 0844 numbers to make an emergency appointment can sometimes be left in a queue for more than 20 minutes.

Ofcom, the independent authority for the UK communications industry, has advised public bodies use a cheaper 03 system, but cannot enforce it.

“It’s up to the surgery itself, we do not regulate them,” said a spokeswoman. “Any company or business can take them on. However, for services for the NHS, we have encouraged clinics to talk to the Department for Health to use the cheaper 03 numbers.

“We allocate numbers in blocks of thousands and it’s then up to businesses and communication providers which ones they take. In terms of the 0844 and 0845 numbers, they can be very useful for routing calls and call management systems.

“The 0844 numbers can be up to 5p per minute from a landline, but obviously more expensive from a mobile. We would advise customers to find out the cost of calling these numbers before doing so. Companies can also alert the public what the costs are but, again, we can’t enforce that.”

Wales on Sunday conducted a sweep of all the 22 local authorities in the country and found 31 health centres used the 0844 number.

Some practice managers admitted the system helped to generate funds, while others were unaware of the costs patients were faced with.

In Pembrokeshire, a quarter of all surgeries use the 0844 number.

Bernardine Rees, chief executive of Pembrokeshire Local Health Board, confirmed the number of practices using the expensive tariff and said the system was not encouraged.

“The LHB has no control over which number an individual practice chooses to use it, as they are private contractors,” she said.

“We understand practices negotiate their own business plan before installation of the 0844 telephone number, directly with the telephone company.

“The LHB does not encourage practices to use 0844 numbers.”

Wales on Sunday contacted all of the surgeries using the 0844 number in Pembrokeshire, but only one would comment.

That was from Sue Dooley, practice manager at Saundersfoot Medical Centre in Westfield Road, who, through her secretary, said she did not want to talk about the use of the number.

Criccieth Health Centre in Gwynedd has the 0844 system supplied by Network Europe Group Technologies (NEG).

The company runs an enterprise called NEG Surgery Line which boasts millions of patients as users.

Sally Lloyd-Davies, Criccieth practice manager, said: “We can’t deny there is some comeback (financially) with the system.

“But you can argue it saves in other areas which attract costs.

“There have been complaints but we’ve answered every single comment successfully and there is clear information about the cost of making the calls to the surgery.”

Wales on Sunday made several attempts, over three days, to contact NEG to discuss the popularity of 0844, but nobody was made available for comment.

In South Wales, Rhymney Health Centre is supplied the number by a communications company called Redstone.

Cheryl Meyrick, practice manager at the surgery, said: “We did have the 0870 number, which the Assembly said we could have, but because of the extra costs, we were told not to use it any longer.

“That’s why we took up the 0844. It benefited us immediately because we suddenly had five lines coming in, instead of the one.

“It is state of the art equipment and we signed a five-year contract which has three years to run.

“But I thought it was on a par with the 01 number in terms of cost. I didn’t realise the difference in costs from mobiles and landlines to the number.”

Wales on Sunday also made several attempts to speak to Redstone about the 0844 package, but nobody was made available for comment.

Sarah Thomas, practice manager at Nantymoel Surgery in Bridgend, said: “When we had the old system in place we were unable to cope with the volume of calls so we had to go for the most effective service we could find – the one which could offer a direct transfer for out-of-hours calls.

“The previous system caused absolute chaos during the mornings.

“This current phone contract expires next year and we’ll be looking to upgrade again.”

Three years ago, Dr Brian Gibbons, the then Health Minister for the Assembly, introduced a ban on premium- rate numbers.

...

...

Surgeries under fire...

The Welsh surgeries using the 0844 numbers, according to the Local Health Board websites, are:

CARDIFF

Grange Surgery, Clare Road, Grangetown 0844 477 1890.

Butetown Health Centre, Loudoun Square, Butetown 0844 477 1891.

The Health Centre, Cambridge Street, Grangetown 0844 477 1892.

The Surgery, St David’s Court, Cowbridge Road East 0844 477 8713.

The Surgery, Salisbury Road, Cathays 0844 477 8714.

Riverside Health Centre, Canton Court, Wellington Street 0844 477 8710.

Branch Surgeries at Penhill Road 0844 477 8709.

PEMBROKESHIRE

Argyle Medical Group, Argyle Street, Pembroke Dock 0844 499 6946.

St Clement’s Surgery, St Clement’s Road, Neyland 0844 499 6950.

St Oswald’s Surgery, The Parade, Pembroke 0844 499 6946.

Saundersfoot Medical Centre, Westfield Road, Saundersfoot 0844 477 2447.

The Surgery, The Norton, Tenby 0844 477 3187

WREXHAM

Borras Park Surgery, Borras Park Road 0844 477 8601.

CEREDIGION

Meddygfa Teifi Surgery, New Road, Llandysul 0844 815 1117.

BRIDGEND

Oak Tree Surgery, Whitethorn Drive, Brackla 0844 477 1795.

Nantymoel Surgery, Nantymoel 0844 477 0923.

The Medical Centre, Heol Yr Onnen, Pencoed, Bridgend 0844 477 8890.

RHONDDA CYNON TAF

The Medical Centre, Tredegar Avenue, Llanharan, Pontyclun 0844 477 8792.

CAERPHILLY

Meddygfa Tridwr, Thomas Street, Abertridwr 0844 477 8635.

Pontlottyn Surgery, Stuart Street, Pontlottyn, Bargoed 0844 499 8414.

Abertysswg Community Centre, Community Centre, The Green, Rhymney 0844 499 8414.

LLANDUDNO

The Medical Centre, Plas Penrhyn, Penrhyn Bay 0844 477 3342.

CONWY

Medical Centre, York Road, Deganwy 0844 477 3343.

GWYNEDD

The Health Centre, Criccieth 0844 576 9087.

Ty Doctor, Ffordd Dewi Sant, Nefyn 0844 815 1166.

Bron Meirion, Penrhyndeudraeth 0844 477 2493.

CWMBRAN

Llanyravon Surgery, Llanyravon Way, Torfaen 0844 477 8630

VALE OF GLAMORGAN

Albert Road Surgery, Albert Road, Penarth 0844 477 5191.

Redlands Surgery, Redlands Road, Penarth 0844 477 3591.

BLAENAU GWENT

Six Bells Medical Centre, Eastville Road, Six Bells, Abertillery 0844 477 8564.

MERTHYR TYDFIL

Morlais Medical Practice, Ty Morlais, Berry Square, Dowlais 0844 477 2483.

The standard cost, from a BT landline, is:

0800 and 0808, free of charge

0845 calls, charged up to 3.95p per minute.

0844 calls, up to 5p per minute.

0870 calls, up to 7.9p per minute.

0871 calls, up to 10p per minute.

Calls to these numbers are chargeable at higher rates from mobile phones, but the price differs depending on which company is providing the service. Calls to 03 numbers cost no more than calls to numbers beginning 01 and 02, about 1p or less, and are included in any inclusive call minutes or discount schemes. The person you are calling is also prevented from earning a revenue share of the call costs.

gavin.o’connor@mediawales.co.uk

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I do not normally contribute in this way, however the following may be of interest to forum guests and members:

http://www.bedsonsunday.com/bedsonsunday-news/displayarticle.asp?id=330435

Bedfordshire on Sunday – 13 July 2008

<< Number's up for GPs using costly codes

MP Nadine Dorries has slammed GPs surgeries for profiting from telephone calls from their patients.

Several GP practices in the county only provide 084 numbers for patients wishing to contact their surgery.

These numbers are charged at higher rates than the geographical rate.

Surgerys that use 084 are:

Dr Basra, with practices at Bushmead Avenue, Bedford and Victoria Road, Bedford

Dr Kirkham and partners, Biggleswade Health Centre, Saffron Road, Biggleswade,

Dr Ling and partners, The Highlands, Flitwick

Dr Marner and partners, Cater Street, Kempston

Houghton Close Surgery, Ampthill

Salisbury House Surgery, Lake Street, Leighton Buzzard.

Numbers beginning with 084 cost up to four pence a minute more than using the standard area code number.

This means that people ringing their surgeries for appointments or advice will have to pay a premium rate.

Phoning from a mobile phone can be up to 40 pence more expensive a minute.

Telecommunications watchdog Ofcom has said that public sector bodies should not use chargeable 08 numbers Mrs Dorries said, "I am extremely concerned about the use of non-geographic, and higher rate, 0844 and 0845 telephone numbers by GP surgeries and out-ofhours doctor services and the implication this may have on access to care for patients.

"The Minister for Care Services recently intimated that there would be a gathering of evidence by the Government into the problem, though he stopped short of making a firm commitment on the matter of contact with GP surgeries.

"I am committed to an NHS whose services are shaped around the needs and preferences of individual patients, and which works to reduce, not exacerbate, health inequalities - the use of costly non-geographic numbers, after all, is likely to affect those on low incomes or with chronic illnesses most severely.

"I will continue to press the Government on their handling of this matter in terms of GP services."

A PCT spokesman said: "We wrote to all GP practices in Bedfordshire earlier in the year, advising that the Department of Health is currently looking at the use of 084 numbers in response to patients' concerns about higher call charges in some situations.

"A small number of practices had already adopted 084 numbers to improve telephone access for their patients.

"We would want to ensure that such systems benefit rather than disadvantage patients and have advised that any other practices considering changing to this number should not do so until there is clear guidance on this from the Department of Health which is expected soon."
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This, and other media articles in this area, have been drawn to the attention of the PCT, other media and a number of other local MPs, along with comments. I am led to believe that we can expect further activity in Bedfordshire.

(continued from #608)

http://www.walesonline.co.uk/news/cardiff-news/2008/07/14/hart-to-look-at-gp-pho...

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Hart to look at GP phone rates cost

Jul 14 2008 by Gavin O'Connor, South Wales Echo

AN investigation has been launched into South Wales surgeries using premium rate telephone lines.

Patients are continuing to pay over the odds when it comes to booking emergency appointments because of the use of the 0844 number.

The high-rate call system is used by 31 health centres across Wales and is among the top end of charges, with 18 surgeries in South Wales using the number.

The Welsh Assembly Government’s health minister Edwina Hart said she will look into the high cost of the phone calls to surgeries following a number of complaints.

Some practice managers have confirmed the revenue-generating 0844 number gives them back a direct percentage of money made.

However, other bosses are unaware of the financial burden on patients who use mobile phones to book appointments.

One young mum, who did not want to be named, got a double hit on her landline and mobile phone and described the charges as “disgusting”.

“I called Morlais surgery in Merthyr from my landline at 8.30am to book an emergency appointment, but, 20 minutes later, I was still in the queue.

“I had to hang up because I needed to take the children to school, but called the number later on, on my mobile.

“When I checked what credit I had left, it had gone down from £3 to 11p, and I wasn’t on for that long.

“Days later, my landline provider informed me about the high cost of the 0844 calls. During the month I’d made three calls and I was charged about £7. It shocked me, because I didn’t realise how much it cost.”

Another young mum who contacted the surgery said: “Last week I was number 60 in the queue, waiting to make an emergency appointment.

“You’re worried about getting to see a doctor but, at the same time, you’re thinking about how much your bill is going to be.”

Nobody at Morlais Medical Practice in Merthyr Tydfil was available for comment.

Rhymney Health Centre is also supplied the number by a communications company called Redstone.

Cheryl Meyrick, practice manager at the surgery, said: “It benefited us immediately because we suddenly had five lines coming in, instead of the one.

“It is state-of-the-art equipment and we signed a five-year contract which has three years to run.

“But I thought it was on a par with the 01 number in terms of cost.

Several attempts were made to speak to Redstone about the 0844 package, but nobody was made available for comment.

A spokesman for the Welsh Assembly Government said: “We have received complaints that people using mobile phones instead of a landline to call these numbers are charged a higher rate and the Health Minister Edwina Hart is looking at this and considering what action can be taken to alleviate this issue.”

Jenny Randerson, the Welsh Liberal Democrats Health spokeswoman, said the system was “not good enough”.

“Surgeries need to provide the cheapest service possible,” she said.

Jonathan Morgan, shadow health spokesman for the Conservatives, said: “It is not acceptable for any surgery to opt for a telephone system which costs more than the standard system.”

gavin.o’connor@mediawales.co.uk
>>

Media and a number of AMs have been briefed on developments in England and the common issue which stands for the NHS as a whole.

(The UK parliament does not directly govern the NHS in Wales however its lead is generally followed, although the Wales government has abolished prescription charges and hospital car parking charges for patients and visitors.)

redant wrote on Jul 16^th, 2008 at 8:13am:



Same old BS. They changed the number in April 2006, differentials between local and national were abolished in July 2004.

A little research has found that the Welsh Assembly Government followed the error made by the Department of Health in permitting GPs to use 0844 numbers with Surgery Line.

A circular issued in January 2006 - http://www.wales.nhs.uk/documents/WHC_2005_089.pdf - indicates a false understanding that there is some fundamental difference between 0870 “National Rate” and 0844 “Lo-call rate” numbers. It also states that the Welsh Assembly Government was working “with the assistance of NEG Ltd”.

The equivalent announcement from the Department of Health, which covers only NHS services in England,  is a news release of 24 February 2005 - http://www.dh.gov.uk/en/Publicationsandstatistics/Pressreleases/DH_4104023.

This contains the totally false statement that 0844 numbers “offer patients a guaranteed low call rate”. There is no record of any such guarantee being offered by anyone. Rates for calling 0844 numbers are only low when compared with those for calling other revenue sharing and premium rate numbers. The call type “g6” numbers used with Surgery Line are invariably more expensive to call than geographic (or 03xx) numbers. Other 0844 (and 0845) numbers are more expensive in many cases.

One may only speculate about how the two governments came to misunderstand this issue. It is however interesting to read a statement in the public domain that NEG was involved in the process. Although involvement in the DH process at that time, and again in the recently concluded “evidence gathering”, is claimed by NEG, there is no formal record of this from the DH.

If, in the absence of any other, perhaps NEG was itself the guarantor of a “low call rate” for calling Surgery Line numbers. If this were to be established, then patients accessing “free at the point of need” NHS services would perhaps wish to claim on this guarantee by inviting NEG to re-pay the excess costs involved in funding the revenue share used to fund this NHS service.

I make this point only as a reflection on what may have happened in the past. What is needed now is an effective restoration of the principle of "free at the point of need" throughout the UK and a determination that no such errors will be made in future.

Input from citizens to the respective enquiries has not been solicited directly. The following two URLs, amongst others, do however provide contact details for the relevant ministers:

http://new.wales.gov.uk/about/cabinet/cabinetm/edwinahart?lang=en
http://www.cabinetoffice.gov.uk/ministerial_responsibilities/departments/dh.aspx