NHS Direct’s 68 revenue sharing numbers

NHS Direct has almost 70 revenue-sharing telephone lines in addition to the 0845 number for its health advice line, a Freedom of Information Act request has revealed.

David Hickson, a campaigner against use of revenue-sharing numbers, submitted an FoI request in October and has received a list of 68 0845 numbers used by NHS Direct, which initially refused to release the information.

In addition to its main 0845 4567 helpline number, these include the Choose and Book appointments line, several call-handling services for out of hours providers, and numbers linked to primary care trust contracts to help patients seeking an NHS dentist or district nurse. Some of the contracts run until 2010 or 2011.

A statement issued to EHI Primary Care by NHS Direct said it was commissioned to provide services on behalf of PCTs and other organisations and that most of the telephone numbers were legacy numbers introduced before the launch of the 0345 or non-revenue sharing range.

It added: “NHS Direct offers 0345 numbers to its commissioners. Should commissioners wish to change existing numbers we will work with them to make this happen. NHS Direct does not receive revenue for the use of any 0845 numbers, either directly or indirectly, in accordance with COI guidance.”

Hickson told EHI Primary Care that the use of the numbers by NHS Direct was “indefensible” and more evidence for the government consultation on the use of 084 numbers launched in December.

The 14 week consultation by the Department of Health will look at whether it should ban the use of 084 numbers by the NHS in England. In addition to NHS Direct, 084 numbers are used by approximately 1,500 GP surgeries as well as some hospitals.

The consultation aims to look at how valuable patients find the additional functions provided by 084 numbers and how they might be provided without patients paying more.

Possible outcomes include making the use of the non-geographical 03 numbers universal across the NHS. The consultation states: “It is not an option to leave things as they are.”

Hickson said: “What plans have NHS Direct got to move from these numbers to 03 numbers which are not revenue sharing? I don’t see why they feel they have to wait for the government to tell them what to do on this when it is quite clear they are providing an NHS service which is free at the point of need.”

The list supplied by NHS Direct includes four services, including the Birmingham OwnHealth telephone advice service, that are already using 03 numbers.

Hickson added: “03 numbers have been in use for 18 months and some organisations are gradually starting to move over to them. Others will have to follow.”

The government has said it will publish a response to the consultation by April 2009. NHS Direct said it looked forward to the outcome of the consultation.