Ban on 0870 numbers for GPs – response from NEG

The Department of Health has announced today (Thursday February 24th) that the use of 0870 numbers by GPs is to be banned with effect from the end of April, reversing their previous policy statement.   NEG Plc, the company behind the numbers which are now installed in around 300 GPs’ surgeries across the UK , has made the following statement.

“We are aware of the concerns that patients were being charged too much to call their GP on 0870 numbers.  In fact, less than 1 in 300 patients at the practices involved objected to the use of 0870 numbers, whilst the majority of patients appreciated the improved service that the 0870 numbers were able to fund.  However, the decision to ban them has been made, and we do appreciate the Department of Health’s reservations. We are pleased that the department has endorsed the idea of changing 0870 numbers to the cheaper lo-call 0844 option, and we have been working with them over the past few weeks to ensure a smooth transition.  Our first concern is for our customers - we guarantee that any surgery which has an 0870 number at present will not be left without a phone number, and will continue to enjoy full use of the new telephone equipment we have installed for them.  We will be contacting all of the surgeries within the next few days to set up their new lo-call 0844 number as a matter of priority.”

All the parties involved in this issue are liaising closely to resolve any difficulties that may arise during the transition phase. Dr David Collin Thom, National Director for Primary Care, stated today: “We are working closely with NEG on this issue and we are also working with the practices who, with the best intentions, were trying to get a more effective telephone system….there is no dispute with them.”

The new 0844 numbers cost 4.2p per minute to call, the same as standard BT local call rates for the first minute. However, by changing over from a normal local rate number to an 0844 number, a GP can improve the service that they offer patients, reduce abuse to staff, improve patient access and continue to reduce DNA (did not attends) within general practice. The GP does not make a profit from using the number, but is able to divert funds away from BT in order to improve the service that the practice offers its patients.

Richard Chapman, CEO of NEG, commented on today’s announcement “GPs have now been given a clear signal from the Department of Health that the use of 0844 numbers is officially sanctioned, and that they are an excellent way for GPs to fund improved telephone access for the public.”

-ends-

Contacts

Alastair Campbell PR Contact            01858 44 55 43 / 07906 349 109