Patient and Visitor Frequently
Asked Questions
Where can I buy a TV - Telephone card?
Card dispensers are strategically located throughout the Hospital near to ward areas and generally in the main reception area.
Why can I only receive calls between 7am and 11pm?
This is something the Trust has asked for to minimise disruption, though outgoing calls can be made at any time.
Why do I have to pay to call a free phone number?
When you call a free phone number from your home or from a payphone, BT charges the person who owns the number for the cost of the call which includes a charge for the service. HTS are not a public operator and cannot charge other people and need to apply a charge to cover the cost of the line rentals which you are occupying when making such calls.
Can I call an Operator or make a Transfer Charge Call?
No, operator services are not available as HTS are not a public operator and cannot charge other people. · Directory Enquiry Calls Calls to UK Directory Enquiries (192) and International Directory Enquiries (153) are available but will be charged at the standard rates of 40p and £1.10. Free calls to Directory Enquiries are available from BT payphones only. · Competitor Card Services and BT Charge cards If you use HTS services lines to access a competitor telecoms service such as BT Charge Card, an access charge of 25p will be applied in addition to a call charge of 5p per minute.
What happens if I move Bed or I am transferred to another ward?
Unfortunately there is no facility available for you to transfer your number if you are moved. Your TV viewing will not be disrupted as the information is stored on your smart card and when your card is inserted in your next terminal then your viewing will continue up until the 24hr expiry time.
What if I have a problem?
Please contact HTS Customer Services on 0844 482 8800, calls to this number are free of charge using your TV or Telephone card. Customer services are generally available between 9am and 5pm, Monday - Friday. Out of hours messages may be left on the system.
Isn't Patientcall/Hospicom expensive to use?
No, we believe the service offers good value for money compared to alternatives. We do, however, suffer from adverse publicity from other competitors who have a similar name.
How much does it cost then?
To make calls using Patientcall or Hospicom are only 10p a minute anywhere in the country including calls to mobile phones (in the UK) International calls are more than 50% below payphone rate. Incoming calls are charged (to the person calling IN to the hospital) and not you or your card.
Why are incoming calls charged at a higher rate?
The incoming call charge allows us to provide your bedside phone free of any rental charge to you or to the hospital. The charge is designed to recover the cost of providing this service, equipment maintenance, line rental charges and administration. If we could charge the normal BT home line rental charge we could provide incoming calls at standard normal UK rates.
Why am I having problems receiving incoming calls?
To minimise disruption our Patientcall telephones are fitted with a bell volume control switch. If you are having problems please check first that the phone bell volume is set to + and that the telephone is plugged into the wall socket.
Can I use my Patientcall or Hospicom card when I have been discharged?
No, the card can only be used on the hospital based systems at present, but there is no expiry date on the cards and they may be used at any later date.
Where can I buy a TV - Telephone card?
Card dispensers are strategically located throughout the Hospital near to ward areas and generally in the main reception area.
Why can I only receive calls between 7am and 11pm?
This is something the Trust has asked for to minimise disruption, though outgoing calls can be made at any time.
Why do I have to pay to call a free phone number?
When you call a free phone number from your home or from a payphone, BT charges the person who owns the number for the cost of the call which includes a charge for the service. HTS are not a public operator and cannot charge other people and need to apply a charge to cover the cost of the line rentals which you are occupying when making such calls.
Can I call an Operator or make a Transfer Charge Call?
No, operator services are not available as HTS are not a public operator and cannot charge other people. · Directory Enquiry Calls Calls to UK Directory Enquiries (192) and International Directory Enquiries (153) are available but will be charged at the standard rates of 40p and £1.10. Free calls to Directory Enquiries are available from BT payphones only. · Competitor Card Services and BT Charge cards If you use HTS services lines to access a competitor telecoms service such as BT Charge Card, an access charge of 25p will be applied in addition to a call charge of 5p per minute.
What happens if I move Bed or I am transferred to another ward?
Unfortunately there is no facility available for you to transfer your number if you are moved. Your TV viewing will not be disrupted as the information is stored on your smart card and when your card is inserted in your next terminal then your viewing will continue up until the 24hr expiry time.
What if I have a problem?
Please contact HTS Customer Services on 0844 482 8800, calls to this number are free of charge using your TV or Telephone card. Customer services are generally available between 9am and 5pm, Monday - Friday. Out of hours messages may be left on the system.
Isn't Patientcall/Hospicom expensive to use?
No, we believe the service offers good value for money compared to alternatives. We do, however, suffer from adverse publicity from other competitors who have a similar name.
How much does it cost then?
To make calls using Patientcall or Hospicom are only 10p a minute anywhere in the country including calls to mobile phones (in the UK) International calls are more than 50% below payphone rate. Incoming calls are charged (to the person calling IN to the hospital) and not you or your card.
Why are incoming calls charged at a higher rate?
The incoming call charge allows us to provide your bedside phone free of any rental charge to you or to the hospital. The charge is designed to recover the cost of providing this service, equipment maintenance, line rental charges and administration. If we could charge the normal BT home line rental charge we could provide incoming calls at standard normal UK rates.
Why am I having problems receiving incoming calls?
To minimise disruption our Patientcall telephones are fitted with a bell volume control switch. If you are having problems please check first that the phone bell volume is set to + and that the telephone is plugged into the wall socket.
Can I use my Patientcall or Hospicom card when I have been discharged?
No, the card can only be used on the hospital based systems at present, but there is no expiry date on the cards and they may be used at any later date.