DH - Government consults on use of 084 numbers in the NHS - 16 Dec 08

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The NHS could be stopped from using more expensive telephone numbers such as 084 in England, under proposals set out in a public consultation today.

Some people are currently having to pay more than the equivalent cost of a local rate call when they telephone their GP or other NHS services if they have adopted a number from this range. A number of NHS organisations, although still a small minority, have started using 084 numbers in recent years.

Health Minister Ben Bradshaw said:

• "We are concerned that some people are paying above the odds to contact the NHS. For people on low incomes who need to contact their local doctor or hospital regularly, those costs can soon mount up.
• "We know that some people value the additional service that 084 numbers can offer, but others object to being charged more than the cost of a local call to access NHS services. We receive regular complaints from members of the public and parliamentarians about this."

The Department of Health has issued guidance to the NHS on the use of 084 numbers on several occasions. The consultation will seek a solution that combines the valued extra functions and level of service 084 numbers provide, but at the cost of a local call. There are alternatives to the 084 range which are able to incorporate these two features.

The 14-week consultation is seeking views from users of 084 numbers; those who provide services using 084 numbers; NHS organisations that do not use 084 numbers, the telecommunications industry, and other interested parties.

Notes:

1. An 084 number is a non-geographical number and is being increasingly used for patients who access NHS services. 084 numbers allow the service provider to generate revenue from those making the calls to offset the cost of equipment to the organisation. The functions provided by these numbers allow patients to wait in a call queue rather than having to repeatedly hang up and redial until a line becomes free; choose from a menu of options and be automatically directed to the most appropriate place without having to dial another number and book appointments or order repeat prescriptions via an automated system.
2. In April 2005, the Department of Health banned the use of premium (0870, 0871 or 09) and national charge rates to call local NHS healthcare services in England. The ban did not extend to 084 numbers, as at the time they were not considered 'premium' rate. However, it has now become clear that they are more expensive to call than a local rate number.
3. In December 2006, the Department of Health issued a letter to all Primary Care Trust (PCT) Chief Executives, asking them to consider what actions they needed to take locally to ensure that patients did not pay more than they would if they called a local geographical telephone number. It also advised that Ofcom was issuing a new countywide (03) number range, which allows the functionality of an 084 number with the receiver rather than the initiator of the call bearing the extra cost.
4. A copy of the 084 consultation booklet is available in GP surgeries and hospitals, and online at: http://www.dh.gov.uk/en/Consultations/Liveconsultations/index.htm
5. The consultation closes on 31 March 2009.
6. For further details contact the Department of Health press office on: 020 7210 5221.

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