Gp telephone numbers

[Mr-H]

my GP uses 08444 for his appointment line, although he uses the regular STD code for the fax. I thought I remembered reading somewhre that because of the high cost to patients of using these numbers the GPs were going to be forced to use ordinary (BT-type) numbers. I seem also to recall that they got a rakeoff of the charges to increase the revenue generated for the surgery! Am I right? Is this just a pipedream?

[Buenchico]

0844 numbers aren't particularly expensive to call (given that it usually only takes a few moments to, say, make an appointment).

Callers pay an initial 6p 'call set up fee', then a price per minute which is determined by the business being called. The maximum rate that can be charged is 5p per minute. So a quick phone call to the surgery will probably only cost no more than a total 16p (for 2 minutes).

Chris

[bednobs]

at my surgery, the system and equipment was free to the surgery, and the company took the profits. It was really helpful because you could press a button dependent on which service you wanted, which meant you got through quicker, and that it was never engaged, you were just held in a queue.
Mr-h i think is probably thinking not of the overall cost, but about the fact these calls are not free on BT call plans like a local call would be.

[divegirl]

Our surgery has just taken off the 08444 number after the complaints of patients. It's all very well saying it's only x amount per minute but I have been on hold for up to 30 minutes while waiting to book an appointment! We can also book our appointments on line now.

Lisa x

[icemaiden]

Your right Mr H. From April 1st use of the 0844 or 0845 numbers are banned at gp surgeries. However,there are still over 1000 surgeries that still continue to use the number. This followed many complaints from patients and that from a mobile the call can cost up to 41p per minute. That's a heck of a lot of money if your on hold!

[icemaiden]

Sorry let me clarify. Banned from using high rate numbers.

[boxtops]

A lot of surgeries are changing now, in response to complaints - if yours isn't, go in and ask them what their direct dial number is, or complain via the PCT.

[Postdog]

In my (old) ocal paper (meaning where I used to live) a surgery was forced to change after many complaints, including one woman who only had a pre pay mobile phone and spent eight pounds trying to book an appointment.

[icemaiden]

And, you are charged for the call even if you have the message that says "All our lines are busy. Please try later".

[Mr-H]

Just to update on this - I've written to the Practise Manager at my local surgery, asking when they are reverting to 'normal' numbers, and in the mean time, what number might I call to keep away from these high cost (by mobile) numbers. I'll post his reply here. We wait and see what he says .....

[Mr-H]

This is the reply received from my Practise Manager regarding the 09444 numbers:

"Thank you for your email. This topic has recently been discussed by the partnership and also by the Patient Forum; however we currently do not have any plans to use an 01xxx number for our appointment line.

The cost of calling our number, compared to an 01xxx number, can be compared at magsys.co.uk in the CodeLook section. If you enter 0844412 you will see that the tariff is up to 5p/charged by the second. If you look up the local 01xxx tariff the cost is 5.11p charged per complete minute. I am assured that the setup costs are also higher for calling 01249 numbers. The comparison is made against standard BT call costs and their most popular telephone package is the "unlimited evening and weekend" package which does not offer free calls during the day.

This pricing structure meets the Government criteria that a patient should not be charged more than a standard charge.

It is unfortunate that other providers (Virgin, TalkTalk etc) do charge more than the allowed tariff, but I am assured that this is an issue to be taken up with these companies and the practice cannot influence the charges that they make.

In line with Government policy we do have the option for patients to request being called back to save patients hanging on and incurring additional charges. We also recommend that patients wait until later in the day to call us when the telephone traffic had reduced.

This topic is regularly reviewed but there are contracts in place that make change very difficult; we are not alone in being in this situation. If the Government were to ban the use of 0844 numbers outright, as they did with 0870 numbers, it would make the situation very much easier to manage.

I am sorry that I am currently unable to offer an 01xxx for calling to make an appointment.

Yours sincerely

Andy"

[bimbo123456]

boxtops, our surgery does not have a land line number. We are fuming because on our BT package the landline is free. This is so for a large proportion of landline users. To say it is only a local call is irrelevant. Surely a huge amount of the calls would be from a local number anyway.

[Mr-H]

I have gone back to the Practise Manager asking about those of us who only have a mobile, but I suspect I'll get a response which will be useless for us!

[dave80]

The "apology" that "other providers cost more" is no excuse for continuing to use an 0844 number. It's one of the reasons they are banned for use by GPs and the wider NHS.

The surgery is required to use a number that costs no more than calling an 01 number. Inclusive minutes from landlines and mobile phones MUST also be taken into account.

0844 costs 5p per minute. Don't care what the 01 costs out-of-bundle, the fact that it's free in bundled minutes, blows the 0844 right out.

The surgery must take all callers into account, not those on one particular BT tariff. That's the "considering the arrangement as a whole" part of the GMS contract variation of April 2010. The surgery has failed in its duty.

For BT customers, 100% of the cost of the call is the revenue share that BT passes on to the GPs' phone company: BT are not allowed to make a profit on 0844 calls. The reason that calling 0844 from other providers costs more than BT is that they are allowed to add to the price and make a profit on these calls. However, that is irrelevant: the GP shouldn't be compring the ccost of 0844 between providers, they should be comparing the cost of 0844 with that for 01 and 02. 0844 numbers are banned.

0844 477 numbers are type "g6" and your phone provider passes 4.3 pence per minute revenue share premium onwards.

The surgery should move to the matching 0344 477 number that has been reserved for their use since 2007. Ofcom rules mean that calling an 03 number costs the same as calling an 01 or 02 number and you can use your inclusive minutes too.