Thank you for attaching the sheet from Surgeryline, I am however concerned that the business case and impact has not been properly assessed by park surgery, particuarly as a busy practice manager.

There are funamental flaws in the document you have sent me, I have bullet pointed some issues below which I would be greatful if you could answer.

- I have spoken personally to a number of people that call the surgery reguarly who have not reported any engaged tone problems, my understanding is that the surgery system is fairly new and already has a queue and options system. Could you please explain what research leads to the opening statement in the document.

- Your definition of controlled premium rate services in the 09 range is correct, (10p - £1.50 per min), however premium in more common usage would refer to something that is more expensive than the current service.

- Standard BT rate was what I was told today by your reception staff, however there is no mention of standard for what. 0844 is 5ppm at all times, standard BT rate is at least 25% cheaper than this for the existing number, and the majority of callers don't pay BT Standard rates anyway.

- Calls from a landlines and mobiles with inclusive minuites to 217100 would have been free for many people as part of the line rental, calls to non geographic numbers such as 0844 are charged at between 15ppm and 40ppm (approx) depending on the operator from a mobile. Mobile phones are commonly used by young people and those on low incomes, as well as working people because of convinience and the expense of installing a landline. By your own definition calls from a mobile are now at a premium rate, whereas before they would have been inclusive.

- 0844 is inaccessible from abroad, this means that any foreign doctors or patients needing to liase with their UK surgery from abroad will no longer be able to call the surgery, i'm sure you will agree this could potentially put patients at risk.

- 0844 is more difficult to remember, and the cost of calling it is not certain - this may put vunerable people off calling the number at all, as well as meaning that patients with poor eyesight, dyslexia etc may transpose the number. If nothing else 217100 is a very memorable number so why change it.

- The document states that the use of 0844 is NOT to subsidise telephone equipment, if this is the case why the use of 0844. I have an 01403 number provided free of charge from a SIP voip provider which has voicemail and if I wanted it could also provide virtual PBX soloutions. It seems that the surgery already have a good system, why do you feel that it needs to be changed - surely employing more staff or installing more phone lines is a better option than answering calls quicker so they are charged for and playing patients music.

My suggestion would be that should the surgery wish to continue to serve the community and demonstrate that it is not the victim of clever sales tactics which generate money for surgeryline and park surgery, that it either retain it's 217100 or offer alternative DDI 01403 numbers for each of the menu options to truely give customers.

I look forward to your response, and would be happy to make an appointment to discuss this with you futher amicably.

Yours faithfully,

Response

Park Surgery is a business partnership of general practitioners.  As a business we have to maintain an efficient service for our patients.

When we moved to these premises we installed a new telephone system that included auto attendant and dispensed with our switchboard.  This was in response to patient surveys where we were criticised for the difficulty of getting through to the surgery at peak times.

In the recent 3 patient surveys we have again been criticised for busy phones first thing in the morning.  We have been looking for a possible solution and therefore decided to improve the techincal ability of our system with Surgery Line.  This will give patients an immediate acknowledgement of their call, tell them where they are in any queue and give them options so that they can get to the correct department quickly.

Patients make calls to the surgery to make appointments -  even calling every week this cost would be minimal.  They might also call to speak to their doctor and might have a 5-10 minute conversation.  Again even once a week this call would be around 50p. The practice spends a lot of time returning patient calls to mobile phones which has increased our expenditure over the years.

Patients needing to call from abroard will have a separate telephone number to ring.  There is no risk to patients - we are not an emergency service and patients can also contact us by e-mail.

It is pointless to install more telephone lines if the staff are not avialable to answer them - we already have 9 staff dedicated to answer the phones on a daily basis and a limited staff budget.

We are improving the technical management of our telephone system.

I have removed names.

loddon wrote on Dec 16^th, 2007 at 12:07pm:


In view of the thoroughness of knowledge and soundness of views displayed by this lady I am surprised we have not seen her posting regularly in the www.saynoto0870.com discussion forum.

SilentCallsVictim wrote on Jan 4^th, 2008 at 5:12pm:

But the North Staffordshire Combined Healthcare NHS Trust lists it with a geographical number which rings unanswered at the moment:

http://www.nsch-tr.wmids.nhs.uk/site/location.php3?locn_id=28

Have they changed back to geographical? 

HOUSE OF COMMONS ADJOURNMENT DEBATE
0844 REVENUE SHARING TELEPHONE NUMBERS
MONDAY 21 JANUARY 2008

Graham Stuart MP will introduce a debate on this topic at the end of today’s sitting in the Commons chamber.

This will commence after any 10:00 pm divisions at the conclusion of the debate on Europe.

The debate will last for 30 minutes. Mr Stuart may take interventions from other members. A minister will reply on behalf of the government.

This is simply a discussion; the only vote will be “that this house do now adjourn”.


The debate will be broadcast by BBC Parliament and by Parliament Live

A record will be found in Hansard from 8:00 am on Tuesday morning

Members may wish join efforts to encourage participation by MPs and coverage by the media.

Links to the published proceedings will be published in the Parliamentary update thread.

Source: Pulse

http://www.pulsetoday.co.uk/story.asp?sectioncode=23&storycode=4116896&c=2

Government warns GPs over 084 phone charges

23 Jan 08

By Gareth Iacobucci

The Government is to clamp down on GP practices using controversial 0844 telephone numbers in surgeries.

Speaking in a House of Commons debate, Ivan Lewis, parliamentary under secretary at the Department of Health, said it was not ‘consistent with best professional practice’ to charge patients above the local rate.

The debate follows recent moves by PCTs to force GPs to ditch 0844 phone numbers, after consumer lobbyists accused practices of profiting from patients calls.
Click here to find out more!

He said: ‘I urge them (GPs) to reflect on the fact that many of their patients will be on low incomes and particularly vulnerable. In those circumstances, they should consider whether it is consistent with best professional practice to go down the road of charging patients above the local rate.’

Mr Lewis warned GPs that the Government will shortly begin ‘a serious evidence-gathering process’, that might lead to ‘even stronger guidance on what will be expected of GPs.’

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I know I am an old cynic, but me thinks this could be a bit of a cop out. How long is ths contracts for? My surgery started their's last October, so is it for one year, five or what? Same as the NHS direct. I guess they are long contracts and will be very difficult to get out of. I hope you guys will tell me that I am wrong.

It seems that most surgeries are piling into this jolly nice little money making scheme (0844 numbers). I dont use my surgery much but neither did I realise the large and totally unjust charge when calling these numbers. I have BT Option 1 and over-ride that  for the most part by using 18185 but as 0844 are not allowed through this scheme and as there doesnt seem to be any way to find a geo or other and cheaper alternative to these nasty numbers one must either visit the surgery in person or 'pay up and look big'. I agree with someone else in this thread who stated that this actually contravenes the whole ethos of the NHS, that treatment (and presumably getting an appointment) should be free at point of need ! (Or at least should only cost the charge to one party, the phone company)
Someone else also stated that it had been put inplace because patients had complained they couldnt get through and this would help that problem. Duh, dont think so.....I had to make dozens of attempts at different times before I actually got through to a receptionist, so that explanation just doesnt wash. This seems to be yet another way to rip off us nice accepting Brits, and frankly I for one have had enough.
Maybe we should all get together and pursue the PCT's via our courts to get this removed Nationally, using the aforementioned contravention ?
I'd like to out my surgery here  and now.
it is The Hathaways Surgery at Chippenham in Wiltshire.  SHAME ON THEM  

Source: Rob Marris MP's website

http://www.robmarris.org.uk/index.php/?p=613

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0845 Victory! – Good News for Consumers.

24 January 2008

Rob has claimed a victory for consumers this week when he secured a ‘cast iron guarantee’ from the Parliamentary Under Secretary of State for Health, Mr Ivan Lewis, that when the contract for NHS Direct comes up for renewal it will not be renewed with an 0845 number.

Rob said: “This is perhaps a mere drop in the ocean in the debate around the use of 0845 and other similar numbers but nevertheless it is a welcome victory and shows that the Government is prepared to listen on an issue over which they have direct control.

“I was delighted with the Minister’s answer to my question that a contract on which so many people depended would not be renewed with a number that had a higher rated telephone charge.

“The problem doesn’t end there of course. For many people contact with their GP can often be through the use of 0845 or 0844 and other similar high rated telephone numbers. This can place an additional burden on those who can least afford it, the poor, older people and those with disabilities.

“Further, if people lose their jobs, they might be faced with an 0845 number when claiming jobseeker’s allowance through the Department for Work and Pensions. If they get tax credits, they might have to call an 0845 number. Even worse, if they are fed up with all that and complain to the parliamentary ombudsman, they still have to call an 0845 number.

“Characteristic of all of these higher rated telephone numbers is the pattern of them not being a part of the normal telephone package available to consumers. I am pleased that the Government is listening to the many concerns being raised around the widespread use of these numbers and look forward to future measures being considered that ensure that the most vulnerable in our society are not penalised through excessive charging when trying to access essential services.”

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