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Re: NHS and 0870
Reply #11 - Feb 1st, 2005 at 2:52pm
An article from Leeds Today
http://www.leedstoday.net/ViewArticle2.aspx?SectionID=39&ArticleID=920407
Ring in your symptoms at 8p-a-minute
Concern in village at GPs' premium phone line
by ALISON BELLAMY
A MEDICAL centre has caused concern in the community it serves by changing its telephone number.
Shadwell Medical Centre in north Leeds switched to a number starting 0870, which charges a national rate up to 8p a minute at peak times. The average cost for BT daytime call is around 3p.
Users of the Shadwell Lane centre say patients can often be kept hanging on as they use the automated service, offering options to get an appointment, test results or prescriptions.
The service was introduced in November in a bid to cut telephone waiting times.
The surgery does not make money from it, but call provider NEG Surgery Line says it does take a percentage as that is its business. It says six other Leeds surgeries use the service.
Shadwell Parish Council will discuss the matter next month. It says the service could be costly and confusing for ill older people who simply want to speak to someone.
The 0870 number has been historically used by call centres or businesses, but NEG Surgery Line says hundreds of GP surgeries are now using the automated service.
Telecoms watchdog Ofcom is to launch a crackdown on the abuse of expensive call centre numbers after a flood of complaints.
Customers in the UK spent £1.25 billion in 2003 calling 0845 and 0870 numbers - almost one fifth of all fixed-line revenues.
Ofcom proposes that 0870 numbers do not advertise themselves as being a "national" rate or 0845 numbers as being a "local" rate as this can be misleading.
The watchdog says competition between rival telephone companies has brought cheaper prices, yet rates for 0870 and 0845 numbers are unchanged.
Geoff Wilson, chairman of Shadwell Parish Council, said: "It can be extremely awkward for elderly people who may not understand the automated system and just want to speak to a real person.
"It is an issue which affects many Shadwell residents and people are concerned."
One patient, who did not wish to be named, said: "I know of one woman in her 90s who was very confused by the automated system.
"Everyone is talking about the number change, which happened a few months ago."
Nobody at the Shadwell Medical Centre was available for comment, despite repeated attempts by the YEP to speak to GPs, but Scott Russell of NEG (Network Europe Group) Surgery Line, said: "It is designed exclusively for GP surgeries and has taken years of research and development working closely with health professionals and a communications company."
"The service promises that all calls are answered within two rings. Out of hours, patients are put through to NHS Direct. It is faster and more efficient in the long run.
He said average call time had been cut from three minutes, 47 seconds to one minute, 59 seconds.
"Although there is a slight increase in the cost per minute, the call is finished far quicker with no substantial overall increase.
"Terms of service say GPs should not charge patients for treatment.
"If this implies that a patient should not have to pay to ring the surgery then surely an 0800 free-phone number is the only real option?"
alison.bellamy@ypn.co.uk
FACTFILE
HOW THE CALL RATES COMPARE
l 0800 - Free
l 0844/5 - Local rate, from 1p-minute up to 5p-minute
l 0870 - National rate average 7.5p-min peak/3.5p off-peak
l 0871 - Up to 10p a minute
l 055 - 5p a minute
l 0632 - Free
l 0700 - Up to 50p
l 09 Premium rates up to £1.50 a minute
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