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Counting the cost of calling
PEOPLE are being charged more to call Northumberland hospitals than other NHS trusts.
Callers must ring an 0844 number to contact nearly every hospital in the Northumbria Healthcare NHS Trust, including Alnwick Infirmary. On average, this costs more than calling a local number.
The trust is one of 11 out of 172 in England which have to be contacted using an 084 number.
The Department of Health has launched a consultation on the use of 084 numbers in the NHS and is considering banning their use because of the cost to patients.
Callers ringing the 0844 number for Northumbria Healthcare NHS Trust get through to a central switchboard, from which they are transferred to the relevant hospital.
Critics say this process means a longer – and therefore more expensive – phone call than ringing a hospital direct.
Elisabeth Haddow, chairman of the Alnwick Health Forum, said: "I have put this on the agenda.
"My father has been in hospital and trying to get through has been a nightmare. It takes ages to get through to North Tyneside and then they leave you hanging on.
"It is the most appalling system. They don't seem to have enough staff on there which means you end up waiting to get through for a long time.
"It causes a lot of expense and stress.
"I have used it lately and I was so appalled by it that it will be discussed at the next forum."
A spokeswoman for Northumbria Healthcare NHS Foundation Trust said: "In August 2007, we created a central switchboard to allow us to have all of our hospitals, including community hospitals, on one switchboard which operates 24 hours a day, seven days a week.
"As we are geographically one of the largest trusts in the country, our hospitals are not within one dialling code area.
"Our patients, their families and friends regularly call hospitals which are not within their dialling code so would be charged national rates for these.
"We charge a lower rate of 5p a minute for our 084 number which on many occasions is cheaper.
"We try to give our patients the option of using a local number where possible by having direct dial local numbers for most wards and departments.
"This means if someone is calling to enquire about a relative on a ward or to check an outpatient appointment and they live locally they could use the local rate number."
Not all hospitals in the trust are on the same number. Both Rothbury Community Hospital and Haltwhistle War Memorial Hospital still use local numbers.
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Friday 25 May 2012
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