Why the Outcome of Department of Health’s Consultation in September Could Boost 03 Numbers in the NHS

In September 2009 it is expected that the Department of Health will announce the results of its consultation into the use of 084 numbers in the NHS. The consultation ran between December 2008 and March 2009 and asked members of the public and key stakeholders whether the use of 084 numbers (e.g. 0844 numbers) should be prohibited for all NHS services. The primary concern being the cost for patients to call these services – particularly from a mobile phone.

Many GP practices, pharmacies, Primary Care Trusts (PCTs) and opticians currently use 084 numbers as they offer them improved call features like caller queuing and options for patients to ensure they get through to the right department (e.g. press 1 for appointments, press 2 to speak to a nurse etc.) Should the outcome mean that the 084 numbers in the NHS are banned, the natural alternative (and the one that is advocated by the Department of Health) are 0300 numbers.

0300 numbers are exclusively for the public sector and offer exactly the same benefits as 084 numbers. The crucial difference however, is the cost to call them; 0300 numbers cost the same to call as regular landlines – even from a mobile phone. This is important when 44.5% of all UK calls are now made from mobile phones (Ofcom 2009). It’s for these reasons that 0300 numbers are already being used by many NHS organisations including the National Blood Service, Wiltshire Medical Services, South Staffordshire PCT and NHS Change4Life.

Here are 5 more reasons why 0300 numbers are ideal for NHS services:

1. They meet the needs of the public as they cost the same to call as 01/02 numbers – even from a mobile. 0300 numbers are also included in the free minutes offered by mobile and landline networks.

2. The public trust 0300 numbers as they are exclusively for public sector organisations.

3. Organisations can welcome their callers with introduction messages and recorded announcements which can be changed as and when required. For example, during a public health threat (e.g. swine flu) a doctors surgery can ensure that patients hear a pre-recorded message about the symptoms of swine flu when they call, in order for the pressure to be taken off their resources.

4. Callers can be queued during busy periods meaning that all important calls will be answered.

5. It’s possible to record calls to 0300 numbers.

The outcome of the public consultation will be interesting and for NHS organisations that rely on the functions of their telephone numbers, then 0300 numbers will provide a viable alternative if they should choose to rule out 084 numbers in the NHS.

Several Reasons why 03 Phone Numbers are the Top Choice for UK Businesses.

You may have read in the news that from 1st May, T-Mobile is to introduce a flat-rate charge for its customers to call most 08 numbers. The numbers affected include 0870, 0871, 0872, 0843, 0844 and 0845 numbers and they will all cost 40 pence per minute for T-Mobile’s customers.

Many organisations use these 08 numbers in order to smarten up the way they deal with their calls. Call management features like ‘welcome messages’ allow businesses to create a professional impression from the outset, whilst ‘caller options’ enable people to choose the department or person they would like to speak with e.g. “press 1 for sales, 2 for accounts” etc.

08 numbers also allow companies to keep one phone number for life as they can be re-routed to any landline or mobile. This makes them very popular for businesses when they relocate as it means they don’t need to change stationery, letterheads etc. with their phone numbers on.

So, for companies that want to keep all of the benefits that 08 numbers offer AND offer all of their mobile callers great value – many are opting to use the new 03 phone numbers.

03 numbers were launched by Ofcom in 2007 and are exactly the same as 08-type numbers – apart from the cost to call them.

Here are 7 reasons why 03 numbers are so popular:

1. They cost the same to call as 01/02 numbers – even from a mobile (40% of all UK calls are from mobiles – Ofcom 2008). These transparent call costs mean they are ethical and trusted phone numbers.

2. Organisations can control where they receive their calls, by rerouting calls to their 03 numbers to any UK landline or even a mobile phone easily via the web/phone. This means they won’t miss out on important sales calls and enquiries.

3. An 03 number can easily move with the organisation if it relocates.

4. There is an extensive range of easy to remember 03 numbers available.

5. It’s possible to see the geographic location of callers and the busy periods of the organisation using online call statistics packages.

6. Callers can be queued, meaning that all important calls will be answered.

7. They can often be inexpensive to run if you seek out the provider with the most competitive offering in the market.

Many businesses now use 03 numbers including Pioneer, Nikon UK, Absolute Radio (formerly Virgin Radio) and hundreds of SME’s around the country. Public bodies and charities are also choosing 03 and there is a sub-range which is especially reserved for them: 0300 numbers.

So, 03 numbers are fast becoming the phone number of choice for organisations up and down the UK. The above points should offer a starting point as to the main reasons why.