Nikki Kelley, practice manager of Sheepmarket surgery, says that the O845 number change is necessary to "improve the service patients receive" and that she is receiving many comments "from people who are very pleased with the new system." (Mercury last week).
I do not think patients will be quite so pleased when they realise that they are paying more to telephone an essential service.
Ofcom recommends that "public bodies should not use (chargeable] Number Translation Service (NTS) numbers exclusively (
without giving equal prominence to a geographic alternative) especially when dealing with people on low incomes or other vulnerable groups".
0845 is a chargeable NTS number, often advertised a being at "local rates." However, according to Ofcom, 0845 numbers can cost more than the cost of local geographic number because of price competition.
Which magazine, in June, revealed there is money to be made from 0845 numbers with government departments often reaping the benefits.
According to Which, the Department for Work and Pensions made £268,000 last year from 0845 hotlines to advise those on low incomes about benefit and winter fuel payments.
The Pension Service also uses 0845 numbers for those wishing to claim state pension.
They give no geographic number as an alternative.
It would seem then that 0845 numbers when used by public bodies are a stealth tax. Furthermore, it is a form of taxation targeted at those least able to pay.
An article in The Times last week about 0845 and 0870 numbers entitled The great customer service rip-off, gave a website
www.Saynoto0870.com, which lists alternatives to 08 numbers and has a link to a petition on the website of 10 Downing Street calling for a ban on GP surgeries using revenue-sharing numbers for booking lines.
Janet Downs
Bridge Street,
Deeping St James
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