Surgery defends change of phone number

Friday, 28 December 2007

THE Downing Street Surgery has denied accusations of profiteering through using a special service telephone number. The Farnham doctors’ practice switched on September 1 to an 08 number, and has faced resistance from patients who believe they should have retained a local, 01252, number. Fears were voiced that the change would cost patients an unreasonable amount in telephone bills. One Herald reader, who has requested to remain anonymous, remarked: “There are two recorded messages to be listened to (and paid for) before speaking to a receptionist. All this is expensive to the caller; I also believe that the surgery is getting payment for our calls.” However, Maggie Ingham, practice manager of the Downing Street Surgery, insisted that this is not the case. “The rate has only gone up to 5p/minute, which is only marginally more than a local rate. Any profit we do make from this change will go directly back into improving patient liaison, but it is not looking likely to make a great difference to us financially. “We have never shied away from financial expenses in order to help our patients, and will always ring back to follow up enquiries, even if it means incurring extra costs due to calling a mobile phone number. “Our main aim was to create a more equal out-of- hours service for those unable to access our online booking service.” Ms Ingham continued: “This service was established as a direct response to a meeting with our patient liaisons group last summer, and we always aim to act with the patients’ best interests at heart.” The programme has not been without its glitches, Ms Ingham admitted. “We are currently ironing out a few problems with this pilot scheme, but we hope it will prove valuable, especially to the older members of the Farnham community without immediate internet access.” While only a handful of surgeries in Surrey have taken up such a scheme, this may well prove to be the future for many, as local surgeries find new ways to streamline the process of handling enquiries.

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