More PATIENTLINE rip off.
My wife is still in hospital.
Today, she attempted to make a telephone call to her mother. The 10p per minute rate is quite reasonable until you find that PATIENTLINE charge 10p even if you don't connect.
Also, the television charges--- one would expect to pay for what you view! Not at all, the charges apply whether you watch tv or not. A 5 day special rate becomes very expensive when only a few programmes are watched.
Friday 28 December 2007
Thursday 27 December 2007
PATIENTLINE rip off
Patientline RIP OFF --------------------------------------------------------------------------------My wife is in hospital for an extended stay. In addition to the limited visiting times, I thought that the PATIENTLINE 'phone system would be useful for myself, friends and relatives to keep in touch. How wrong can one be?
PATIENTLINE charge PREMIUM RATES for calls to the patient.
I emailed the company to find out why they charged such a high rate and if the charges included the one minute, ten seconds of their slow and lengthy message.
Here is my email:
Your telephone charges for callers to the patient seem to be excessively high, why is this so?From connecting to patientline why do we have to suffer at least 1 minute and 10 seconds of: first 27 seconds about charges and 43 seconds of other mainly unnecessary talking and pauses? Do your premium rate charges apply from first connection or when you finally connect to the patient? If it is the former this is most disagreeable and profiteering.Your monopoly for telephone contact to a patient should not be abused.
The answer I received was prompt but not helpful.
The reply made me see RED.
The charging for the call starts from the time that you are connected to the system.
While I understand your concerns about the cost of the call, I should calrify that this is a private phone system and therefore is charged at a premium rate.
It is simply because of this that we remind callers of the cost each time they call. In trials where we have omitted the message we have received a high volume of complaints that we were not telling callers how much they were spending per minute. The message is lengthy because we have to take account of the fact that many customers may have English as a second language or have communication difficulties.
I should add that a patient calling from the bedside to a BT landline is only charged 10p per minute (although charges will vary for international calls and calls using other networks).
Thank you for using Patientline.
Angela McIntosh
Consumer Relations Officer
Patietnline UK Ltd
Ididn't like the tone of this reply.
Firstly, users calling a patient pay 57p (peak time) for listening to a lengthy and drawn out message. The first 27 seconds tells the user that PATIENTLINE are taking 49p per minute at peak times and only 39p per minute off peak WHOOPEE. It then takes the system another 43 seconds to mispronounce the patients name and tell you to 'phone the helpline if this is not the person you wish to speak to, etc. etc.
Next, the tone of, "...this is a private phone system..." indicates an underlying statement of, "So, we can charge as much as we like."
And on, using the excuse of, "...English as second language or have communication difficulties." is such a weak excuse that shows further contempt for their customers. Language or communication problems should have their own helpline.
I feel that PATIENTLINE must be linked to the dodgy PREMIUM RATE numbers that rip off people everyday.
With all the technology available today, PATIENTLINE could offer to start charging only when connected to the patient or their answer 'phone. If they kept their excessive charges at least it was being paid to speak to a loved one, rather than a time-waster message.
That's it I've had my rant let's hope people pressure will resolve this matter.
PATIENTLINE charge PREMIUM RATES for calls to the patient.
I emailed the company to find out why they charged such a high rate and if the charges included the one minute, ten seconds of their slow and lengthy message.
Here is my email:
Your telephone charges for callers to the patient seem to be excessively high, why is this so?From connecting to patientline why do we have to suffer at least 1 minute and 10 seconds of: first 27 seconds about charges and 43 seconds of other mainly unnecessary talking and pauses? Do your premium rate charges apply from first connection or when you finally connect to the patient? If it is the former this is most disagreeable and profiteering.Your monopoly for telephone contact to a patient should not be abused.
The answer I received was prompt but not helpful.
The reply made me see RED.
The charging for the call starts from the time that you are connected to the system.
While I understand your concerns about the cost of the call, I should calrify that this is a private phone system and therefore is charged at a premium rate.
It is simply because of this that we remind callers of the cost each time they call. In trials where we have omitted the message we have received a high volume of complaints that we were not telling callers how much they were spending per minute. The message is lengthy because we have to take account of the fact that many customers may have English as a second language or have communication difficulties.
I should add that a patient calling from the bedside to a BT landline is only charged 10p per minute (although charges will vary for international calls and calls using other networks).
Thank you for using Patientline.
Angela McIntosh
Consumer Relations Officer
Patietnline UK Ltd
Ididn't like the tone of this reply.
Firstly, users calling a patient pay 57p (peak time) for listening to a lengthy and drawn out message. The first 27 seconds tells the user that PATIENTLINE are taking 49p per minute at peak times and only 39p per minute off peak WHOOPEE. It then takes the system another 43 seconds to mispronounce the patients name and tell you to 'phone the helpline if this is not the person you wish to speak to, etc. etc.
Next, the tone of, "...this is a private phone system..." indicates an underlying statement of, "So, we can charge as much as we like."
And on, using the excuse of, "...English as second language or have communication difficulties." is such a weak excuse that shows further contempt for their customers. Language or communication problems should have their own helpline.
I feel that PATIENTLINE must be linked to the dodgy PREMIUM RATE numbers that rip off people everyday.
With all the technology available today, PATIENTLINE could offer to start charging only when connected to the patient or their answer 'phone. If they kept their excessive charges at least it was being paid to speak to a loved one, rather than a time-waster message.
That's it I've had my rant let's hope people pressure will resolve this matter.
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