Neath Port Talbot surgeries place a 'toll on sick'

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Tuesday, April 26, 2011
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This is SouthWales

PATIENTS are being forced to dial premium rate phone numbers to get through to some Neath Port Talbot GP surgeries.

They say they are being given little option but to call through to 08 and 09 numbers for medical support, which can cost as much as 10p per minute, labelling the high cost as "a toll on the sick."

  1. Neath Port Talbot surgeries place a 'toll on sick'

    ambulance

In Swansea, no GP practices have the lines in place, and an Abertawe Bro Morgannwg University Health Board spokeswoman said it would be meeting with the Neath Port Talbot practices which do in the next few weeks to discuss the topic again.

But one patient, who did not wish to be named, said he was concerned at the cost of calling his GP surgery.

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He added: "Many people these days get free local phone calls from their provider in any case.

"People with young children and those who are older often have cause to ring their surgery.

"By the time you have listened to recorded options and waited in a queue, the charge mounts up.

"It used to be said illness takes it's toll, but this is a toll on the sick."

The Assembly Government changed the regulations last year, so practices are no longer permitted to enter into or extend contracts of this type.

But the patient added: "Two phone calls last month came to £2.60 — not a fortune, but over a year this mounts up. There is an excellent internet site —Say no to 0870 — which shows alternative numbers for big companies, utilities and Government departments, but local organisations like a medical practitioner tend not be listed.

"The reaction of a receptionist at my local surgery was 'that is the number patients must use."

An ABM University Health Board spokeswoman added: "We do have some practices in Neath Port Talbot and Bridgend that are in contracts with telephone companies and have set up 08 numbers.

"Around a year ago the Assembly Government changed the regulations so practices in Wales are no longer permitted to enter into or extend contracts of this type. This is an issue we are very aware of and is a complaint that is raised regularly.

"The health board welcomed the change in regulations, but because of contractual commitments there is a time lag before all calls will be charged at local rates again. We will be meeting with all practices concerned in the next few weeks to discuss this topic, and support them to make the change where possible in the interests of patients and their relatives."

elizabeth.perkins@swwmedia.co.uk

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  • Profile image for This is SouthWales

    by David Hickson, London

    Friday, April 29 2011, 8:34AM

    “The GP contract provisions in Wales are exactly the same as those in England, from where I campaign for the NHS (which belongs to all UK citizens). I have posted all of the details about this matter (including a full list of GPs) in my blog - tiny.cc/GPCY.

    The requirements cover existing arrangements, NOT just new and renewed arrangements. Those with expensive numbers were required to cease using them by 1 April 2011!

    For those who wish, or are committed, to use non-geographic numbers, they can migrate to a 03 number at any point during their contract for telephone service. 03 numbers are always charged on exactly the same terms as calls to geographic (01/02) numbers - this applies to inclusion in packages and to all types of telephone. Talk Talk, the provider of all of the expensive numbers in Wales, offers migration as a standard feature to all of its customers.

    There is no excuse - the Health Boards must enforce the terms of the contract immediately!”

  • Profile image for This is SouthWales

    by Paul Johnson, Sandfields, Port Talbot

    Tuesday, April 26 2011, 6:54PM

    “I have a long-term health condition and work part-time (3 days per week). If I need an appointment on a working day, I have to use my mobile and attempt to get through for an afternoon appointment. Last month I spent over £7 on calls such as these. Today I rang for an appointment and found I was 15th in the queue. I hung up!”

  • Profile image for This is SouthWales

    by gail evans, afan valley

    Tuesday, April 26 2011, 5:20PM

    “http://www.saynoto0870.com/search.php

    use this site to find an cheaper alternative number.”

  • Profile image for This is SouthWales

    by Anon, Port Talbot

    Tuesday, April 26 2011, 3:27PM

    “At the end of the day who makes money out of these costly phone calls? and if they keep you hanging on for over ten minutes as they did recently you end up without an appointment too, specially when a young child age 2 is sick and needs medical treatment.”

  • Profile image for This is SouthWales

    by Steve, Port Talbot

    Tuesday, April 26 2011, 12:44PM

    “And this only BT line. Cost more using virgin landline or mobile. I changed my doctor because of this - very easy given most are in same building now.”

  • Profile image for This is SouthWales

    by Steve, Port Talbot

    Tuesday, April 26 2011, 12:40PM

    “These are just BT rates. Calls cost siginficantly more using Virgin landline or mobile. I changed my doctor because of this (easy as most are in same building now!)”

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