27:
289:
The decrease in face-to-face and telephone customer service has led to even more frustration, as when patients or visitors call the helpline from the unit, the operators are not now able to offer full customer service or replace any lost time due to faults, and these enquiries are now passed to a new
162:
Hospedia acquired 65,000 bed locations from the former
Patientline in 2012, which secured the company a position to project itself as the only choice provider for all future Healthcare IT services. This position is unlikely to be rivalled as the installation costs of the original programme were never
332:
for free, enabling the hospital to reach patients via their stations on the bedside units. The hospital stations are to be found on channel 1 on the system which also includes the facility to contact the station via the telephone on the unit. Listening through traditional means required hospitals to
305:
review group has expressed its concerns about the increasing costs of the bedside services and has become the most vocal of groups challenging the use of these terminals at a cost to patients. The group has launched a number of protests against the charges and
Hospedia issued a statement in February
262:
Wholesale charges for calls made to the units remained at the personal numbers rate of 49p per minute for the duration of the period when 070 telephone numbers were employed, with callers paying considerably more. Moving to
Premium Rate 0872 numbers with a 13p per minute Service Charge in late 2019
239:
Hospedia has explored provision of patient surveys through their bedside terminals. This however has still to be proved as a successful way of conducting surveys as pilot schemes until now how proved slightly unbalanced as only a certain category of patients are able to use the bedside terminal. In
235:
Just as this change was happening, Hospedia abandoned usage of
Personal Numbers starting 070 for bedside telephones, and has instead swapped to Premium Rate Numbers in various number ranges from 0872 800 xxxx to 0872 849 xxxx, supplied by Nexus Communications. Calls to these numbers incur an Access
297:
When the
Government introduced PPI in 2000, they were committed to providing every patient in the NHS with bedside television and telephone services. The providers of these services, Patientline, Hospicom (now HTS) and The Wandsworth Group were to recover their costs by charging patients and also
285:
In 2009 there were also complaints about a lack of "on site" support for operational problems with bedside units, and this was especially the case out of regular working hours when
Hospedia relied on its 24-hour premium-rate helpline to resolve issues. It was recognised that this approach did not
277:
A major criticism is that cards purchased from
Hospedia card machines are non-refundable; the company state that if the patient pays by credit or debit card, any unused credit is refunded. However, getting such a refund has proven to be time-consuming in practice, requiring the ward, bay and bed
341:
Hospedia had predicted that the majority of people staying in hospital would pay for services using mobile phones, credit cards and other "smart" technology. This has led to a rethink of the removal of all card dispensers in hospitals. In 2012 Hospedia acquired the hospital workflow management
231:
Concerned at the lack of transparency and the high retail charges for calls to 070 numbers, Ofcom launched a call cost review in 2017. This led to a consultation in 2018 which recommended capping the termination rate or wholesale rate at no more than the rate for calling a mobile number. Those
227:
channels, on-demand films and TV, games, internet access and radio. Media is delivered to patients via
Hospedia's bedside terminals. A variety of entertainment packages are available depending on a patient's length of stay and whether they wish to have access to films on demand, games, and/or
140:, established in 1993. Hospedia acquired Patientline during July 2008 after the company entered administration. Hospedia then looked to acquire Patientline's main competitor, Premier Telesolutions, which would have given Hospedia responsibility for over 80,000 bedside television units.
232:
changes took effect on 1 October 2019, the wholesale rate was reduced from around 49p per minute to just 0.489p per minute, and several landline and mobile phone providers immediately passed the saving on by including calls to 070 numbers within inclusive allowances.
228:
internet. Registering on the bedside system allows patients to make free unlimited outgoing calls to 01, 02, 03 and certain 07 numbers, this was partly balanced by the revenue generated from incoming calls made to the patient's unique
Hospedia 070 telephone number.
194:, this number was far lower than the expected number that were to have renewed contracts replacing the old T1 and T2 systems. By July 2012 the number of new units installed had increased by a further 8500, with the total in excess of 15,000.
236:
Charge of up to 65p per minute levied by the caller's telephone provider, and a
Service Charge of 13p per minute levied by Hospedia. These are Controlled Premium Rate Services (CPRS) regulated by the Phone-paid Services Authority (PSA).
244:
has expressed reservations with regard to the use of bedside terminals. However, in 2012 the institute partnered with Hospedia to offer extensive real time patient surveys through their Frequent Feedback service.
345:
Future plans including online prescription information and a move into online healthcare information are being looked at, as the company tries to detach itself from just being a television service provider.
167:
recognised the danger of the company having a majority stake of these locations and blocked the merger with Premier Telesolutions in 2008, however Hospedia came to manage some of these sites including
154:
Marlin’s significant capital base and shared vision for upgrading our installed base of over 65,000 terminals with our latest generation technology will enable Hospedia to provide a better service to
648:
766:
856:
1091:
705:
253:
Public opinion has been critical of both Patientline and Hospedia, as many feel that charging the sick and vulnerable to access television in hospital is unacceptable. In 2012 The
1269:
416:
860:
730:
259:
covered increase of charges, with reporter Nick Owens stating that the cost of hospital television was £9 per day, a higher figure than that paid by prison inmates.
1238:
1157:
666:
550:
282:
Michael Summers described the process as "a tax on the ill", saying that "They are a captive audience and many patients simply can’t afford these prices".
831:
1279:
623:
204:
In November 2011, Hospedia announced that it had entered another partnership to secure funding for the continuing installation of the new systems with
524:
1116:
469:
1219:
795:
677:
1019:
128:) is a provider of bedside communication and entertainment units in UK hospitals which also sells clinical workflow solutions for NHS Trusts.
864:
599:
1095:
709:
913:
885:
1274:
406:
164:
137:
968:
150:
In August 2010 Hospedia Ltd was acquired from Hospedia Holdings LTD by Marlin Equity Partners, Tim Weil, Hospedia's CEO, claimed:
1138:
748:
498:
310:, which had been assigned back in 2000, and were hopeful that these measures would assist in lowering the cost of such calls.
537:
The OFT's decision on reference under section 33(1) given on 7 October 2008. Full text of decision published 6 November 2008.
899:
734:
147:
in 2008. On 30 October 2009, the Competition Commission announced that it had cancelled its inquiry into the acquisition.
420:
355:
168:
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maintain a radio system beside each bed, but in many locations Hospedia is now the only way to access hospital radio.
1242:
1076:
813:
982:
409:
390:
359:
1001:
681:
558:
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and Heart of England NHS foundation trusts have started using the Clinical Access Services provided by Hospedia.
1175:
263:
has resulted in friends and relatives of patients having to pay up to 78p per minute to call the bedside phone.
835:
939:
935:
241:
528:
378:
307:
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and simultaneously provide hospitals with a means to significantly improve efficiency and reduce costs.
928:
477:
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382:
279:
271:
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2011 to explain that they supported a reduction in both the cost of telephone calls and the use of
402:
398:
386:
1193:
532:
606:
572:
190:
In September 2011 JAOtech & Hospedia had installed 6,500 new bedside terminals across the
183:
gained a contract with Hospedia, to renew bedside terminals across their entire estate in the
163:
recovered, making a nationwide installation programme by any other company unrealistic. The
298:
hospitals using them for medical services. The demand, however, was lower than anticipated.
445:
953:
329:
314:
212:
440:
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255:
224:
752:
328:
While the television services are charged for, Hospedia has continued to provide
274:
which portrayed the company in "favourable" light, neither negative or positive.
652:
605:(Press release). Los Angeles: Marlin Equity Partners. 2010-08-19. Archived from
780:
649:"New Acquisition Opens Door to Over $ 230m in Savings for Healthcare Providers"
627:
205:
1077:"Royal Edinburgh Patients Anger – Patients Experience Problems with Hospedia"
1042:
26:
525:"Anticipated acquisition by Hospedia Ltd of Premier Telesolutions Limited"
817:
198:
155:
929:
Mixed mode surveys: a review for the NHS acute patient survey programme
373:, Whiston Hospital, Eastbourne Hospital, Chesterfield Royal Hospital,
1139:"Hospital patients face non-stop Andrew Lansley on their televisions"
914:"New rules to combat high call costs and scams come into force today"
631:
291:
180:
1058:"Hospital patients being charged £5-a-day to watch TV in hospital"
317:
MP featured on a video on the system which came under criticism.
731:"Hospedia and JAOtech renew 6,500 NHS patient bedside terminals"
267:
106:
557:. Gloucestershire, England: Dot Zinc Limited. Archived from
365:
The following hospitals have upgraded to the new T3 System:
278:
numbers to be known. In February 2010, the then head of the
187:. The contract was worth $ 3.25 million over twelve months.
814:"North Lincolnshire & Goole NHS Trust Information page"
449:. Department for Business, Energy & Industrial Strategy
191:
184:
954:"Pioneering patient feedback service, powered by Hospedia"
767:"Barco acquires patient bedside terminal provider JAOtech"
733:. Neesham Public Relations Ltd. 2011-09-06. Archived from
573:"Competition Commission cancels Hospedia/ Premier merger"
89:
Hospital patient media delivery. Clinical Flow Solutions.
73:
Hospital bedside televisions, Clinical Workflow Solutions
900:"Personal numbering – Review of the 070 number range"
101:
93:
85:
77:
69:
59:
49:
41:
33:
969:"Anger as hospital bed TV fees double to £5 a day"
861:Newcastle upon Tyne Hospitals NHS Foundation Trust
1002:"Hospital patients charged £10 a day to watch TV"
624:"Marlin acquire Hospedia from Hospedia Holdings"
320:In 2021 Hospedia was acquired by Volaris Group.
499:"Patientline acquired by newly formed Hospedia"
152:
886:"Telephone review to ensure value for callers"
708:. Medtech Business. 2010-05-01. Archived from
143:The proposed acquisition was referred to the
8:
1092:"Extra Fees Are Excessive, Say PatientPower"
19:
354:Marlin Equity Partners who are also behind
290:department in the company's head office in
1270:Technology companies of the United Kingdom
25:
18:
1239:"New interest in bedside terminal access"
1194:"Hospedia buys Extramed | Digital Health"
1176:"Volaris Group acquires Hospedia Limited"
1158:"What's on hospital TV? Non-stop Lansley"
223:This service currently includes standard
211:In 2012 Hospedia bought patient flow and
680:. Spring 2012. p. 7. Archived from
531:. 2008-11-06. ME/3788/08. Archived from
551:"Hospital Call Costs 'Will Be Lowered'"
432:
678:Northampton General Hospital NHS Trust
600:"Marlin Equity/Hospedia Press release"
7:
266:In 2010 the company featured on the
1117:"Hospedia response to Call Charges"
1094:. Seniors Discounts. Archived from
1220:"Hospedia's first buy is Extramed"
796:"Hospedia's first buy is Extramed"
470:"Patientline acquired by Hospedia"
179:In 2010 JAOtech based in Redhill,
14:
1280:Private providers of NHS services
1137:Mulholland, Hélène (2011-11-22).
1026:. BBC. 2010-10-01. Archived from
706:"Jaotech Signs Hospedia Contract"
165:Monopolies and Mergers Commission
1090:Pierrepont, Garry (2011-03-22).
857:"Hospedia patient entertainment"
421:Southampton University Hospitals
1241:. eHealth Media. Archived from
1056:Hayward, Stephen (2010-02-21).
362:acquired Hospedia LTD in 2010.
1237:Crispin, Shanna (2011-09-21).
751:. Hospedia Ltd. Archived from
417:Cambridge University Hospitals
270:'s consumer affairs programme
1:
1156:Wright, Oliver (2011-11-22).
794:Cave, Andrew (15 July 2012).
749:"Hospedia corporate homepage"
549:Davison, Jayne (2008-07-28).
468:Fernandez, Joe (2008-07-28).
286:always meet patients' needs.
1124:Ofcom Consultation Responses
1075:Anderson, Amy (2009-10-08).
967:Morton, James (2009-10-04).
927:Graham, Chris (2007-06-08).
356:enterprise resource planning
169:Northampton General Hospital
1218:Cave, Andrew (2012-07-15).
1041:Jones, Chris (2011-04-01).
832:"Introducing Patient Media"
651:(Press release). Hospedia.
1296:
1000:Owens, Nick (2012-02-19).
834:. Hospedia. Archived from
410:Manchester Royal Infirmary
369:, Epsom General Hospital,
1275:Companies based in Slough
630:. 2010-08-19 – via
407:North Manchester Hospital
24:
1079:. Edinburgh Napier News.
781:"GE Capital Partnership"
476:. London. Archived from
197:JAOtech was acquired by
16:Hospital bedside service
940:National Health Service
936:Picker Institute Europe
637:(subscription required)
588:(subscription required)
138:private limited company
529:Office of Fair Trading
379:Salford Royal Hospital
377:, Carlisle Infirmary,
342:specialists Extramed.
308:non-geographic numbers
160:
145:Office of Fair Trading
816:. NHS. Archived from
577:Practical Law Company
503:Health Estate Journal
371:Royal Oldham Hospital
367:Addenbrookes Hospital
916:. Ofcom. 2019-10-01.
902:. Ofcom. 2018-08-15.
888:. Ofcom. 2017-05-12.
769:. Barco. 2012-02-03.
415:Mid Essex Hospital,
395:Wythenshawe Hospital
383:Castle Hill Hospital
280:Patients Association
65:James Steventon, CEO
971:. Bournemouth Echo.
674:Members' Newsletter
391:Bournemouth General
375:Broomfield Hospital
215:supplier Extramed.
21:
1043:"Hospedia Protest"
983:"Pay as you groan"
667:"Hospedia is Here"
441:"Hospedia Limited"
403:St Helier Hospital
399:Good Hope Hospital
387:Salisbury Hospital
337:Payment technology
136:Hospedia Ltd is a
45:Hospital equipment
1020:"Bedside service"
313:Health Secretary
119:
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1024:Watchdog Reports
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956:. Picker Europe.
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863:. Archived from
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575:(Legal update).
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242:Picker Institute
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1162:The Independent
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1126:. Hospedia Ltd.
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783:. Hospedia Ltd.
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746:
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676:. No. 11.
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535:on 2013-10-19.
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446:Companies House
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1198:Digital Health
1185:
1182:. 5 July 2021.
1180:Comms Business
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1148:
1129:
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1030:on 2010-11-06.
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974:
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919:
905:
891:
877:
848:
823:
820:on 2012-09-12.
805:
786:
772:
758:
755:on 2012-07-11.
740:
737:on 2016-03-04.
722:
697:
658:
640:
615:
612:on 2011-06-14.
591:
564:
561:on 2015-01-21.
541:
516:
505:. 28 July 2008
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460:
431:
430:
428:
425:
351:
348:
338:
335:
330:hospital radio
325:
324:Hospital radio
322:
315:Andrew Lansley
250:
249:Public opinion
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240:the past, the
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213:bed management
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55:United Kingdom
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1245:on 2012-07-15
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1224:The Telegraph
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1098:on 2012-01-27
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1045:. PledgeBank.
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989:. 2005-07-24.
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867:on 2015-02-04
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849:
838:on 2015-02-04
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800:The Telegraph
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712:on 2016-03-04
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687:on 2012-09-06
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655:. 2012-07-16.
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480:on 2013-03-19
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303:Patient Power
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20:Hospedia LTD.
1247:. Retrieved
1243:the original
1232:
1223:
1213:
1202:. Retrieved
1200:. 2012-07-25
1197:
1188:
1179:
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1151:
1143:The Guardian
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1111:
1100:. Retrieved
1096:the original
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1062:Daily Mirror
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1028:the original
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1006:Daily Mirror
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987:The Guardian
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938:– via
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869:. Retrieved
865:the original
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840:. Retrieved
836:the original
826:
818:the original
808:
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753:the original
743:
735:the original
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714:. Retrieved
710:the original
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682:the original
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607:the original
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580:. Retrieved
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559:the original
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482:. Retrieved
478:the original
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451:. Retrieved
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