Information on Surgery Line is on NEG's website here. The graphic says that there are "1,140 solutions implemented and counting", "Serving over 6.2 milliom patients".

And there's a 3 minute video here. I expect that this will form a DVD presentation that the salespeople will take to surgeries.

idb wrote on Oct 8^th, 2007 at 12:56pm:
Who is this spokesperson because he/she really needs maths lessons!

http://www.pickering-beacon.co.uk/autumn_pages/a14.htm

<<
Pickering Surgery gets new Telephone Number
0844 815 1130 - From September 2007

Pickering Medical Practice is replacing its telephone system. A new number will be introduced 0844 815 1130 for all calls to the surgery.

       Practice Manager John Fletcher said “our telephone equipment is now quite old and at times has become overwhelmed by call volumes; we need to replace it urgently.  We have had problems with calls being lost in the system, answering machines switching on when they are not supposed to and difficulties with transferring to and from our out of hours service. We conducted a trial last year of automating calls through the building pressing various keys to reach departments in an effort to reduce some of the problems. This trial worked well, with much reduced waiting times to get through to our operators. However, our equipment continued to cause problems, only 4 calls can be handled at a time on our general number; and ultimately we were unable to use the automated set up without replacing the system. This was set to cost between £12,000 and £15,000, which left us with a difficult decision; either replace the phone system and have no money to spend on equipment, or continue to have patients grumbling about calls problems.

       That’s when we heard about NEG who offer brand new state of the art digital systems that manage up to 1000 calls at any one time but are paid for by using the 0844, lo-call scheme. This scheme returns part of the call cost to us which we use to pay for the new system.  This means calls get answered faster, no one gets an engaged tone and has to redial. The new system also links to patient records so that when you ring us it automatically presents the receptionist with your medical record, further increasing speed and accuracy. It also means that in the future we will be able to offer other services such as automated appointments via your phone even when we are closed!

       The only down side will be the current bad press that 08, numbers have had. Much of this is overdone, calls are charged outside call package schemes, if you are on an ordinary BT scheme then there is no difference to the call cost.

       Average call costs to the surgery will be less that 10p which includes the standard BT connection charge at 5p and if your call is being dealt with quickly and efficiently then this would seem a small price to pay; at the same time you will be helping the surgery to use its money for equipment that will in turn help provide patient care.

       The change is scheduled to take place on 17th September; engineers will be replacing the equipment on the Saturday and Sunday 15th & 16th. From the 17th you will need to dial our new numbers 0844 815 1130, for all services and appointments including Thornton Dale. Our Fax will change to, 0844 815 1129.

       If you dial any of our current numbers after that date you will be asked to redial. Once you dial the new number you will be connected to a menu offering 6 choices, 1, for emergencies, 2 for appointments, 3 prescriptions, 4 Health Visitors, 5 District Nurses, 6 for Test Results.

       Remember by using these options you will be quickly put through to the department you need taking pressure from our switchboard and allowing them to deal with any urgent and emergency calls”.  

       NB.. If you are calling from abroad the local scheme doesn’t operate and you will need to dial 00 44 870 111 45 41.

John Fletcher Msc, Practice Manager. Master of scams perhaps?
>>

bazzerfewi wrote on Oct 17^th, 2007 at 7:17am:

One word answer - MONEY!

http://www.peterboroughtoday.co.uk/news/MP-calls-for-0844-numbers.3398033.jp

MP calls for 0844 numbers review

<<
TO BE put on hold a bit longer, press one; to get a bit more irritated, press two; to be put through to another long menu, press three . . . does this sound familiar?
Following complaints from city residents that doctors’ surgeries are using 0844 numbers, MP for north West Cambridge-shire Shailesh Vara is calling for a review of the practice.

Mr Vara has written to the telecommunications regulator OFCOM, Peterborough Primary Care Trust (PCT) and the Department of Health calling for them to reassess the decision to allow practices to use the code.

Some GPs say they made the switch to improve efficiency. However, the new numbers cost extra to call, especially from mobile phones, and some people have difficulty getting through.

Mr Vara said: “A few extra pence here and there may not sound a lot, but it adds up over time, especially for pensioners and those on benefits. As well as the extra cost, there is the added inconvenience.

“I have written to OFCOM, the PCT and to the Secretary of State for Health, urging them to intervene in the interests of patients.

Numbers which begin with the digits 0844 are charged at 5p a minute – a higher rate than regular local numbers. And, if from a mobile phone, the call can cost up to 40p a minute.

Mr Vara says that, in trying to improve efficiency and introducing a system to stop people having to call back if they get an engaged tone, patients are now finding that they have to queue in order to book an appointment, which adds to the cost.

Stanground resident John Foster is backing Mr Vara’s call. The former telephone system engineer, who has installed similar systems in businesses across the country, said introducing 0844 numbers in the surgeries was a bad move.

Speaking earlier this year, he said: “Most of the time there is a 5p connection charge, which covers the cost of the call. But if you wait for 30 seconds for the options and then spend 31 seconds talking, that is just over a minute which means you get charged for two minutes – for a 31-second conversation.”

Mr Vara said the responses received from Peterborough PCT and from the Department of Health both indicated that the issue was being kept under review.

He added: “I hope that it will lead to a sensible outcome in the near future.”
Last Updated: 19 October 2007 3:23 PM
>>

derrick wrote on Oct 21^st, 2007 at 2:00pm:



Actually, "looking into it" & "being kept under review", means, 'go away and leave me alone, I have better things to do with my time and don't really give  a damn about your problem.' 

I have just received another email from my practice manager and it seems that they are just using stalling practices;-



As far as I know, 03 numbers are available now, could some point me in the direction of a link I can provide to prove this, or do you think that it is Telewest who are dragging their heels?

sherbert wrote on Oct 24^th, 2007 at 1:04pm:



Not really,( they are with Telewest and I don't think they want to change, although I will include the link), I was looking for something maybe from Ofcom stating they are in use and available.

Thanks