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Q: How much does Patientline cost?
A: By the end of April 2007 TV costs from £2.90 a day, including free internet and games on internet enabled consoles.
Children aged 16 and under get free TV.
Making a call costs 10p a minute, minimum call charge 10p.
Calls to the bedside cost 39p per minute off-peak and 49p at all other times.
Off peak is 6pm - 8am Mon to Fri and all weekends, peak rates apply at other times.
Please note call charges to or from international destinations, mobiles and other networks may vary.
Radio is free – 24 hours a day.
Q: My TV or telephone isn't working properly, what do I do?
A: Unfortunately faults do occur from time to time. If you have a fault you need to report it to our Customer Care Team. You can do this by pressing the operator button on your telephone handset or by calling 0870 212 1234.
Our Customer Care Team will arrange for someone to visit your bed to fix the problem.
Q: How can I buy Patientline services?
A: You can buy our services in a number of ways:
Credit or Debit card
Paying by credit and debit is easy and we will refund any money leftover once you have left hospital.
You can pay on-line or you can call our Customer Care Team on
0870 212 1234 (open 24 hours a day, 7 days a week)
Alternatively at some hospitals you can pay at the bedside – simply press the [other services button] on the remote control, select the pay by credit/debit card option and follow the instructions.
Cash
You can also buy Patientline cards from vending machines sited in each hospital or you can ask a Customer Service Advisor on one of their ward rounds to purchase a card on your behalf.
Please note, due to the risk of theft we are sorry that we can only offer refunds on unused Patientline cards. We are unable to refund part-used Patientline cards paid for in cash.
Q: How do I get someone to visit my bed?
A: If you need assistance we do have a number of staff based at hospitals who can visit your bedside during normal working hours.
To request a visit – please contact our Customer Care Team
on 0870 212 1234 (open 24 hours a day, 7 days a week).
Q: How do I get a refund?
A: To request a refund please call our Customer Care Team
on 0870 212 1234 (open 24 hours a day, 7 days a week).
Q: How do I find out someone's telephone number?
A: To find the telephone number of someone who is in hospital please call our Patientline Directory Enquiries service on 0870 212 1234 (calls charged at national rate).
Q: How do I find out which hospitals have Patientline?
A: To find out which hospitals offer Patientline click here.
Alternatively you can call our Customer Care Team
on 0870 212 1234 (open 24 hours a day, 7 days a week).
Q: How do I make a complaint?
A: If you are still in hospital and wish to make a complaint please call our Customer Care Team on 0870 212 1234 (open 24 hours a day, 7 days a week).
If you wish to make a complaint after you have left hospital please contact our Customer Services Team:
In writing:
Patientline Office
Consumer Relations Department
Galloway House
Crichton Business Park
Dumfries
DG1 4ZZ
By email:
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