"I was shocked to find that I had ..."

About: Torbay Hospital

(as a relative),

What could be improved

I was shocked to find that I had been charged over £14 for 3 telephone calls to a patient totalling 35 minutes. I think this exorbitant. Ther was no warning that such charges would be incurred nor can I find any statement about charges on your web site.

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Responses

Response from Torbay Hospital

The bedside telephone facilities are provided and run by PremierTelesolutions and they set the tariffs, which are overseen by Ofcom. We have a sizeable section of information on our website about the service provided by Premier with a link to their own website. Their on-site advisers explain to patients that outgoing calls are at a cheaper rate and that text messages can be sent by patients free of charge. Our understanding has been that Ofcom requires that there is a clear announcement about incoming call charges when you dial in, but it seems that some telephone network providers have recently removed this announcement. We have asked Premier to look into this, but it seems to depend on which phone network you are calling in from.

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