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Charges to respond to NHS survey.

Posted By Dee4004

"Charges to respond to NHS survey."

About: East Lancashire Hospitals NHS Trust

(as the patient),

I have not responded to the survey from the NHS, as I don't wish to incur extra charges to my mobile contract. I have never before been charged for filling out a text survey. Perhaps the trust doesn't really want feedback, they just want the extra money generated from this survey.

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Responses

Response from Melissa Almond, Senior Patient Experience Facilitator, East Lancashire Hospitals NHS Trust 7 years ago
Melissa Almond
Senior Patient Experience Facilitator,
East Lancashire Hospitals NHS Trust

Submitted on 28/04/2017 at 09:01
Published on Care Opinion at 10:19

Thank you for your comments regarding the survey you received by text to your mobile phone and thank you for taking the time to do so.

I can confirm that replies to the survey are free to the patient. However, I understand that there are some smart phones that will make the user aware that when texting to 5 digit shortcode numbers they may incur a charge. This is a default response by the software on the phone, as typically shortcode numbers are used for voting and competitions. Unfortunately, there is no system that can notify networks as to whether or not there is a charge.

Can I thank you for bringing this to our attention. We do value feedback from our patients about the services we provide and I can assure you that there is no charge to patients for responding to the text survey.

If you would like to discuss the matter further you can contact me (Melissa Almond) on 01254 734087 or alternatively you can email the Patient Experience Team at patientexperience@elht.nhs.uk

Many thanks again for commenting.

Kind regards

Melissa Almond

Senior Patient Experience Facilitator

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