Use of 084 numbers in the NHS
The NHS is a much cherished institution owned by the people of the UK. It provides healthcare paid for through our taxation, delivered “free at the point of need”. The Parliaments and Assemblies sanction some charges paid to the NHS, but in no case is a direct or contracted provider permitted to charge patients for care, or access to it.
In breach of this principle, many GP surgeries, hospitals and other NHS service providers apply indirect “Service Charges” to those who contact them, by using 0844 and 0845 telephone numbers. In every case, part of the charge paid by the caller flows from their telephone company through to provide a subsidy to the person called.
Responsibility for the administration of the NHS is devolved to the national governments of the UK. For England and Wales, rules have been applied to NHS bodies and contractors to forbid use of numbers that cost callers more than equivalent calls to a geographic number.
In breach of this principle, many GP surgeries, hospitals and other NHS service providers apply indirect “Service Charges” to those who contact them, by using 0844 and 0845 telephone numbers. In every case, part of the charge paid by the caller flows from their telephone company through to provide a subsidy to the person called.
Responsibility for the administration of the NHS is devolved to the national governments of the UK. For England and Wales, rules have been applied to NHS bodies and contractors to forbid use of numbers that cost callers more than equivalent calls to a geographic number.
Information and resources
- In practice, the ban on expensive numbers means that use of all those which start with the digits 084 are not allowed, with tariffs as they currently stand (and are likely to remain). We have put together evidence which demonstrates that this is the case and this includes copies of providers’ call pricing literature.
- There have been interesting developments with this issue in recent years, so we’ve put together a chronology which sets out the key milestones.
- We have compiled a database of surgeries with 084 numbers which is presented as a clickable map. There are also tables showing data ranked by the top 20 NHS Organisations and by MP as well as other criteria.
Taking action
We are trying to help the respective NHS governing bodies enforce the rules that are clearly being breached in many cases. In many cases they appear to be unable to understand published telephone tariffs and need to hear from people who use the telephone to contact their GP.
According to their contracts, GPs in England and Wales are required to “take all reasonable steps” to ensure that patients don’t pay more. Switching to a 0344 (or other number beginning 01, 02 or 03) is a “reasonable” step, unless the system provider imposes an unreasonable penalty on its customer.
We would like to hear from you if you pay more to call your GP than you would if it used a local geographic number. The details you provide will be passed to your local PCT or Health Board, so they can ask for any confidential details that may be required.
According to their contracts, GPs in England and Wales are required to “take all reasonable steps” to ensure that patients don’t pay more. Switching to a 0344 (or other number beginning 01, 02 or 03) is a “reasonable” step, unless the system provider imposes an unreasonable penalty on its customer.
We would like to hear from you if you pay more to call your GP than you would if it used a local geographic number. The details you provide will be passed to your local PCT or Health Board, so they can ask for any confidential details that may be required.
