Use of 084 numbers in the NHS
The NHS is a much cherished institution owned by the people of the United Kingdom. The healthcare it provides is paid for through our taxation and 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.
Taking action
In November 2013 NHS England, having worked with the fair telecoms campaign, wrote to all GP practices telling them that they must take steps to stop use of 084 phone numbers. We suggest you download a copy, print it out and take it to your surgery — see NHS England letter - Ban on 084 numbers.
The letter dispells the common myth that NHS practices need to terminate their contract early. It also says that providing an alternative geographic number is unacceptable because the NHS does not offer distinct tiers of service based on ability to pay.
The letter dispells the common myth that NHS practices need to terminate their contract early. It also says that providing an alternative geographic number is unacceptable because the NHS does not offer distinct tiers of service based on ability to pay.
Further 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. Following UK Calling on 1st July 2015, all NHS GPs must declare their illegal service charge of up to 7 pence per minute. Prior to this, we put together evidence which demonstrated that it was the case then that 084 numbers were more expensive than geographic rate ones.
- There have been interesting developments with this issue in recent years, so we’ve put together a chronology which sets out the key milestones.
- Our research (PDF) shows that as of June 2013 there are 938 surgeries across the UK with 0844 or 0845 numbers. The information is taken from official sources such as, for England, the NHS Choices website.
Amended: 2015-07-01
