Some Kent patients have to use 0844 numbers to phone their doctor

by Anna White

Disgruntled patients have registered a common complaint with their GPs - expensive telephone numbers.

Unhappy NHS users have complained dozens of surgeries across Kent and Medway are offering no other choice but to dial 0844 when they want to make an appointment or seek medical advice.

Callers have to pay around an extra 5p a minute when they phone the premium rate number from a landline - and up to an astonishing 40p per minute on mobiles.

In 2009, the Department of Health announced all NHS providers are prohibited from using telephone numbers charging patients more than the equivalent cost of calling a standard number.

As many as 30 practices around the county still use the 0844 code.

Surgeries tied into a contract with an 0844 provider had until December 2010 to review their position and take the steps to meet the new criteria.

Among those applying to revert to a standard phone code is Thornhills Medical Practice, in Martin Square, Larkfield.

Thornhills Medical Practice, in Larkfield, still uses an 0844 number

Practice manager Christian Nelson said: "We had complaints from our patients about having to pay more when they called us, we listened and are due to change our number soon."

Thornhills patient Ron Edwards, from Ditton, said he was delighted to learn the call charging system would soon stop.

Mr Edwards and his wife Betty, both 86, are housebound.

He said: "I have been part of a group of people who have been campaigning against these call charges.

"It's severely unfair how people who rely on medical help are charged expensive rates to do so, especially the elderly and housebound who have no other choice than to ring their surgeries."

Surgeries in Kent and Medway are monitored by the area's Primary Care Trust.

A spokesman said: "Some surgeries took out contracts for 084 numbers several years ago because the call management systems enabled GPs to improve their service to patients.

"However it was not made clear that calls from providers other than BT or from mobile phones could cost more.

"We are currently working with the Kent Local Medical Committee and the remaining practices that have 084 numbers to find a resolution to this problem.

"Some surgeries have installed an additional geographical number and we will be looking to recommend this type of interim arrangement."

The spokesman added some surgeries opted for an 084 code because it allows them to add various options and lines.