NHS "e-Referral Service" (previously "Choose and Book") premium rate 0845 number - how to avoid.

Ian011

As a result of the Directions to NHS Bodies issued by the Department of Health in December 2009 banning the usage of premium rate numbers starting 084, 087 or 09 within the NHS, the telephone number for the Choose and Book service changed from 0845 608 8888 to 0345 608 8888 in mid-2010.

In 2015 the service was renamed to the NHS e-Referral Service.


In early 2020 it has been discovered that although the new 0345 608 8888 number came into use in mid-2010, the old premium rate 0845 number has never been shut off and is still fully operational and offering the exact same service as the 0345 number - but with callers incurring charges of up to 67p per minute.

It has also been discovered that the premium rate 0845 number is still promoted by various hospital, GP, and other websites as being the only number for the service and that a number of these and other organisations are still printing the premium rate 0845 number on letters sent out to patients.


If your local hospital or GP practice advises you to call 0845 608 8888, tell them they have the old number and instead call 0345 608 8888.

Calls to 03 numbers are simply inclusive in allowances on landlines and on mobiles, or are otherwise charged the same as calling an 01 or 02 number.


The worrying list of places still promoting the old number includes ...

https://www.google.com/search?num=100&q=%220845+608+8888%22+OR+%220845+6088888%22+OR+%220845+60+88888%22&filter=0

None of the listed pages give the correct premium rate charge for calling the 0845 number as required by Ofcom since 1 July 2015, and some incorrectly claim a "local rate" charge - something that hasn't been true since January 2004. All need to be updated to show the "new" 0345 number.

Ian011

Anyone who sees a local GP or hospital in the list linked above, please do them a favour and point out the number has changed so they can update their website.

Having failed for almost ten years to spot the number has changed, they are unlikely to update these listings unless prompted to do so by someone else.

Ian011

In recent days, when calling the old premium rate 0845 608 8888 number, all callers are now advised to hang up and re-dial the inclusive 0345 608 8888 number that came into service in 2010.

pmduk

Most NHS web-pages listing 08 numbers also carry a wealth warning about the costs involved. NHS Digital, (who run the e-reservation service), are very vocal that local trusts should only promote the 0345 number, though they are persuading people to make their own bookings online wherever possible.

Ian011

For the small number of websites continuing to promote the old 0845 number, the only effect will be to put some people off from calling. Those who do call now hear a message telling them to hang up and re-dial the new 0345 number. No charge is incurred in listening to that message. To mitigate the 'failure to call' scenario, it's important for the remaining websites to start promoting the new 0345 number in place of the old 0845 number.

suejb2

There’s a site called say no to 0870

Ian011

suejb2 said:

There’s a site called say no to 0870

This service has been listed there for many years. The new 0345 number came into effect in 2010.