Ofcom calls for review of hospital phone charges

A review group is to be set up to look at hospital bedside telephone and entertainment services and see whether these can be provided without controversial high charges for incoming calls to patients.

Ofcom, the communications watchdog, recommended that the review should be conducted by the Department of Health following its own six month investigation started in July 2005.

A DH spokesperson said: "We welcome this useful Ofcom investigation and, as agreed, we will now form a review group to examine some of the issues raised. We have to remember that patients and relatives who do not wish to use the additional services offered through the Patient Power system can continue to use ward-based payphones and the main switchboard.”

Patientline, one of the suppliers investigated, welcomed the report and claimed Ofcom’s report exonerated Patientline of any unilateral action leading to high incoming call charges. The company pointed out that Ofcom had attributed the charges to a ‘complex web of government policy and agreements’.

It concurred with Ofcom’s view that the high level of charges was a consequence of government policy, including the terms of the licence set by the DH. The licence requires that:

• The bedside systems are installed and operated at no cost to the NHS

• Systems are installed at every bedside even when uneconomic

• Key patient services are provided free of charge

• Providers install sophisticated, state of the art technology, capable of delivering clinical and administrative services for the NHS

Derek Lewis, Patientline chairman, said: “We have long wanted to reduce the burden currently placed on the relatives and friends of patients in funding this service. Ofcom has concluded that ‘providers have been forced to turn to incoming call revenues in order to recover their costs of installation and operation’. We will continue to work with the DH to secure a more appropriate method of funding for this important NHS service.”

The investigation had significant effects on Patientline which ceased new installations while Ofcom was deliberating. At the end of last year, the company reported increased losses as a result of the probe into its work.

The DH pointed out: “An independent survey commissioned by NHS Estates of over 300 patients and nearly 100 staff at six major acute hospitals found that 95% of patients had used the services that have to be paid for and 88% were satisfied with the service offered by the system. Patients said the most important reason for using the system was to make phone calls without having to ask a member of staff for help or go to a public payphone.”