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CONTRACTOR APOLOGISES FOR LOSS OF HOSPITAL TV SERVICES

January 26, 2010 10:21 AM

'Dear Mr Harvey, on December 31st we were alerted to a problem with the network. Unfortunately, due to the holidays the replacement parts were unable to be ordered until the following Monday, and as a result of the severe weather conditions, the replacement has taken longer than usual. Incidents of this type are very rare and as a result, our site manager will visit to discuss compensation.

'For background, Hospedia acquired Patientline in 2008 and with it, the often outdated Patientline bedside terminals. Since the acquisition, Hospedia have secured outside investment which enables us to upgrade the old and outdated Patientline 'T1 Bedside Terminals' to 'Digital T3 Terminals', as well as introduce a new telephone and data network for all sites.

'However, it will take time for the roll-out of the new terminals to be complete for the whole country. In the meantime, Hospedia's site teams undertake regular maintenance checks on bedside systems to see if they need repair or replacement. The new investment also means that two new dedicated in-house repair centres have been created and are now operational. These centres use new technology for remote access to systems, which means that patient bedside systems can be repaired quickly and easily.

'As part of our commitment to improve the overall experience for patients, Hospedia has launched a series of new entertainment packages that give free unlimited calls to patients and offer a range of television prices that better meet their needs and will reduce the costs for particularly vulnerable patients such as the elderly and long-stay patients. The package was launched at Barnstaple hospital on November 11th and the trials have so far received an overwhelmingly positive response from patients with 71% rating the new onscreen packages as good/very good in terms of value for money.

'We are also currently in discussions with the Department of Health, NHS Scotland and the Welsh Assembly Government to discuss ways in which we can work together to improve the overall experience for patients.

Yours sincerely,

Ben Packman

Hospedia Ltd'

Note:

If a patient finds their system is not working correctly, they should call the customer care centre on 0845 414 1234 or ask the nurse to contact the Hospedia site manager.

See previous report:

http://www.nickharveymp.com/news/000535/mp_castigates_contractor_for_loss_of_tv_services_at_barnstaple_hospital.html

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