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Prohibition of use of expensive telephone numbers - the big failure

4/8/2014

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The fair telecoms campaign has long been pressing for prohibition of the use of expensive numbers in a number of areas, where such regulation is possible. Some success has been achieved:
  • Use by government departments and other public sector services
    Cabinet Office Guidance has been published and achieved a high degree of compliance from central government departments. Many local government and other public bodies have however not yet moved to follow this guidance.
  • Use by businesses for contact from existing customers
    Many businesses have moved to comply with regulations that came into force on 13 June 2014, although there are some notable exceptions.
  • Use by the financial services sector for customer contact
    It was hoped that the financial services sector would be covered by parallel regulations to those which came into effect on 13 June, however the Financial Conduct Authority failed to achieve this. It is planning to introduce some form of regulation in 2015. Some banks have announced an intention to switch away from expensive numbers, but generally have not (yet) put this into effect.
THE BIG FAILURE - Use by NHS GPs and NHS bodies
GP contract changes were introduced and guidance was issued to NHS bodies in 2010. This should have led to the end of use of expensive numbers to access NHS services in England and Wales no later than 1 April 2011. Compliance has however been very poor and enforcement action non-existent.
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gps_140717.pdf
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This briefing gives details of the 350 English GP surgeries still advertising “illegal” telephone numbers on the NHS Choices system.
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gps_140717_supplement.pdf
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The supplement suggests that the number actually in breach is far greater.
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NHS England fails to achieve compliance by GPs

17/5/2014

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We reported in November 2013 on a letter sent by NHS England to its Area Teams, to be forwarded to all GPs. (See "Eliminating 084 numbers from GPs in England - 2013/4")

The letter confirmed the overdue need to swiftly comply with the terms of the NHS/GP contract by ceasing use of 084 telephone numbers - a requirement which should have been met by 1 April 2011. It also required advice of the date by which compliance would be achieved.

Despite the fact that 12 months was granted for this work to be done initially (from 1 April 2010 to 1 April 2011), it should only take a few weeks, at the most.

In February 2014 we advised that the work of achieving compliance had not been completed and suggested actions that may have helped to avoid GPs entering their 5th year in breach of contract - on 1 April 2014. (See "NHS GPs in England set to enter 5th year in breach of contract - THIS MUST BE STOPPED".)

We are therefore disappointed to have to report the problem as remaining un-addressed.
See our new briefing -
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gps_140509_briefing.pdf
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The number of found cases has fallen from 440 to 419, but this would be fully explained by those who reach the end of an arrangement not renewing. The NHS contractual requirement clearly demanded a switch of number within an arrangement - a possibility explicitly confirmed as being available within the text of the November 2013 letter.

It may also be noted that NHS England has failed to advise the position regarding the timetable for compliance - as demanded to be provided to the Area Teams.

We believe that the fundamental principles of the NHS warrant support and clear enforcement action. We continue to assist NHS England by drawing attention to the issue and have offered such further assistance as may be valuable.
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GPs approach 5th year of breach of contract

10/2/2014

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It is our strong view that the firm stand taken by NHS England on the question of delayed compliance with the contractual terms covering use of 084 telephone numbers should prevent practices drifting into a fifth year of non-compliance with requirements that came into effect on 1 April 2010.

The necessary change of telephone number takes only a few weeks to arrange, however a total of 1 year's grace was granted, so that practices could perhaps make more extensive changes to their arrangements.
This news release includes a link to a listing of the 440 surgeries still showing 084 numbers on NHS Choices, with totals by Area.

It also identifies four targets in a call for action.
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gps140130nr.pdf
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Eliminating 084 numbers from GPs in England - 2013/4

12/11/2013

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This week marked the conclusion of efforts working with NHS England to produce letters to Area Teams and to practices in breach of their contracts with a demand for action -
“Your Area Team will be in touch to understand your plans for swiftly moving away from the use of 084 numbers” is the conclusion of the message to practices.
Both the formal letter and the NHS England news release acknowledge the assistance provided by the fair telecoms campaign, especially with the busting of myths that have long been used to avoid the need for “reasonable steps” to be taken and to excuse improper action.
The news feed covers all publications, but the following are the key items for attention:
(click on the image to view)
http://www.fairtelecoms.org.uk/uploads/1/1/4/5/11456053/nhse_letter.pdf
The actual letter from the two NHS England Directors to practices using 084 numbers. This document is a copy extracted from the full set of communications linked to from the NHS England media release.

http://www.fairtelecoms.org.uk/uploads/1/1/4/5/11456053/patients_empowered.pdfPatients empowered …
Our invitation and encouragement to affected patients and NHS supporters to print out a copy of the letter in support of their challenge to a non-compliant GP.

http://www.fairtelecoms.org.uk/uploads/1/1/4/5/11456053/atom-084end.pdfThe end …
A message to the Heads of Primary Care in the Area Teams in support of their efforts and listing one example of a GP in each area, to be used in monitoring their achievements.

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Call cost information from Surgery Line

8/7/2013

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It has been reported, and confirmed, that some Surgery Line users are extending call durations (by a few seconds) by including a call cost information message on 0844 numbers.
The message (listen below) suggests that the pence per minute rate charged by BT before 4 January 2011 is 'typical' and offers no other specific information.
This seems to do nothing more than confirm Daisy's view that 0844 numbers are unsuitable for use by NHS surgeries. Only those BT landline users who breach the terms of their chosen Call Plan pay for calls to geographic rate numbers, so any call charge and setup fee makes the call more expensive. Whether it is 5p, 0.5p or £5 per minute makes no significant difference.

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sugeryline_call_cost.mp3
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BBC on GPs using 0844 numbers (old and new)

8/7/2013

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See below (left) the latest item of coverage by a local BBC TV news programme.

As the presenter of another similar item cast doubt over the claim that this was an “exclusive” story, we thought it might be interesting to put together a playlist of the 13 items that we have been involved with - from September 2007. (See below right). Not all items include familiar faces; contributions by ‘campaigners’ are often made without appearance or named acknowledgement.
Coverage of NHS GPs with 0844 numbers by BBC Look North (North East and Cumbria)
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Click to view
Playlist of all BBC TV items of NHS GPs with 0844 telephone numbers (from 2007 to date)
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Click to view
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GPs giving up 0844 numbers - a debate begins

7/7/2013

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Following the BBC Look North (North East and Cumbria) coverage of a GP practice continuing to use a 0844 number, the practice has responded with a statement on its website.
As this includes the invitation, “Please do not hesitate to get in touch with us if you have any questions or concerns” we have responded with an open message (see below).
We hope that media interest will stimulate similar debate with every other similar, committed and concerned, practice in the same position - our arguments will remain essentially unchanged.
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oldwell.pdf
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Daisy Surgery Line ends 0844 numbers for NHS GPs

8/5/2013

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daisy_ends_0844.pdf
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Covering the initial announcement
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daisy_ends_0844_statement.pdf
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Covering the subsequent Statement
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NHS GPs using Daisy Surgery Line

28/4/2013

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This briefing provides a contribution to what may be a running press story
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daisy_surgery_line_in_the_news.pdf
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Another victory - the campaign continues, encouraged

27/4/2013

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NHS GPs using Surgery Line
The Daily Mail today announces that NHS England is starting to get to grips with the issue of GPs breaching their contracts by using 0844 numbers.
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Click to read the news release issued prior to action by NHS England
We hope this will be the start of a long delayed effort to ensure that all GPs are swiftly moved to compliance, as well as simply preventing further breaches.
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Click to read - Is this the end of premium rate lines to call your GP? NHS orders doctors to drop 40p a minute charges
Central Government
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Click to view the announcement by HMRC to parliament
We are pleased to note that HMRC has begun the process of moving over from 0845 to 03 numbers by "the end of the summer".
This HMRC news release covers the first phase of this operation, which was completed on schedule.
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Click to hear about the DWP statement
The DWP has declared that it will not be following what HMRC is doing. Whilst being fair to taxpayers, the government will still  impose charges on pensioners, job-seekers, the disabled and other benefit claimants.
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Click to read our release on the DWP situation
Ofcom and the Big Question
Ofcom has now announced the details of the "unbundled tariff". We await the reaction that will follow when this is finally confirmed (following a necessary brief period of consultation).
We are pressing "The Big Question" to see if this will lead to companies abandoning the imposition of "Service Charges" or if they will be prepared to declare them.
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Click to read about "The BIg Question" and the Ofcom measures that cause it to be posed
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