{"id":41533,"date":"2020-02-28T17:31:13","date_gmt":"2020-02-28T17:31:13","guid":{"rendered":"http:\/\/jomec.co.uk\/thecardiffian\/?p=41533"},"modified":"2020-02-28T17:31:13","modified_gmt":"2020-02-28T17:31:13","slug":"nhs-coronavirus-helpline-charged-me-10-for-isolation-advice","status":"publish","type":"post","link":"https:\/\/cardiffjournalism.co.uk\/thecardiffian\/2020\/02\/28\/nhs-coronavirus-helpline-charged-me-10-for-isolation-advice\/","title":{"rendered":"&quot;Coronavirus helpline charged me \u00a310 for NHS advice&quot;"},"content":{"rendered":"\n<p>Worried Italian student kept on hold to NHS Direct Wales<em> <\/em>premium number had to top up phone credit twice<\/p>\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" width=\"1024\" height=\"768\" loading=\"lazy\" src=\"https:\/\/jomec.co.uk\/thecardiffian\/wp-content\/uploads\/2020\/02\/V2-1024x768.jpg\" alt=\"\" class=\"wp-image-41536\" srcset=\"https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-1024x768.jpg 1024w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-300x225.jpg 300w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-770x578.jpg 770w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-1536x1152.jpg 1536w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-500x375.jpg 500w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-293x220.jpg 293w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-1400x1050.jpg 1400w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><noscript><img decoding=\"async\" width=\"1024\" height=\"768\" src=\"https:\/\/jomec.co.uk\/thecardiffian\/wp-content\/uploads\/2020\/02\/V2-1024x768.jpg\" alt=\"\" class=\"wp-image-41536\" srcset=\"https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-1024x768.jpg 1024w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-300x225.jpg 300w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-770x578.jpg 770w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-1536x1152.jpg 1536w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-500x375.jpg 500w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-293x220.jpg 293w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2-1400x1050.jpg 1400w, https:\/\/cardiffjournalism.co.uk\/thecardiffian\/wp-content\/uploads\/sites\/9\/2020\/02\/V2.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/noscript><\/figure><\/div>\n\n\n<p>PEOPLE who fear they may have coronavirus face hefty phone charges for calling NHS Direct Wales for medical advice. <\/p>\n\n\n<p>Cardiff University student, Vittoria Zerbini, 22, returned\nfrom a break in Italy with mild symptoms and followed instructions she heard on\nthe news to self-isolate. <\/p>\n\n\n<p>She promptly contacted NHS Direct Wales via their helpline but was left with a \u00a310 bill for two calls. <\/p>\n\n\n<p>Ms Zerbini said the charges for calling an NHS service\nduring a public health scare were \u201cridiculous\u201d. Campaigners slammed the charges\nas \u201cdisgraceful.\u201d &nbsp;<\/p>\n\n\n<p>The news comes as the first patient in Wales to test positive for COVID-19 was confirmed by the Welsh Government today.<\/p>\n\n\n<figure class=\"wp-block-embed-twitter aligncenter wp-block-embed is-type-rich is-provider-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">I have confirmed that a patient in Wales has tested positive for Coronavirus (COVID-19). This is the first confirmed case in Wales. <a href=\"https:\/\/t.co\/YolCoXTVMf\">https:\/\/t.co\/YolCoXTVMf<\/a><a href=\"https:\/\/twitter.com\/hashtag\/Coronavirus?src=hash&amp;ref_src=twsrc%5Etfw\">#Coronavirus<\/a> <a href=\"https:\/\/t.co\/916aAmEDem\">pic.twitter.com\/916aAmEDem<\/a><\/p>&mdash; Dr Frank Atherton (@CMOWales) <a href=\"https:\/\/twitter.com\/CMOWales\/status\/1233323937150402561?ref_src=twsrc%5Etfw\">February 28, 2020<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n<p>Worried Miss Zerbini, who lives in Cathays, called the free 111 number first but was then instructed to call an 0845 number for more information.\u00a0 <\/p>\n\n\n<p>Calls to NHS Direct Wales via 111 are free of charge but the service is not yet available under the Cardiff and Vale University Health Board (CVUHB), which is why Miss Zerbini was referred to the premium rate number.<\/p>\n\n\n<p>\u201cI tried to phone 111 first but it said that the number didn\u2019t\nwork in my area, so I called the 0845 number and I couldn\u2019t actually get\nthrough to them because I didn\u2019t have any credit, so then I had to top up my\nnumber,\u201d she said. <\/p>\n\n\n<figure class=\"wp-block-video\"><video controls src=\"https:\/\/jomec.co.uk\/thecardiffian\/wp-content\/uploads\/2020\/02\/Untitled-Project-Made-with-Headliner.mp4\"><\/video><figcaption>When calling NHS Direct Wales from a mobile this recorded message immediately tells you to add credit to pay for the call. <\/figcaption><\/figure>\n\n\n<p>\u201cSo, I topped up my credit with \u00a35, called them and waited for around 10 minutes until they answered. <\/p>\n\n\n<p>&#8220;The actual time I was talking to them only lasted around five minutes before the line was cut because the credit ran out, but they called me back and I didn\u2019t have to pay for that call. <\/p>\n\n\n<p>\u201cI called the same number after a few hours because I hadn\u2019t heard back, so I topped up my phone again with \u00a35, but they didn\u2019t answer. I was waiting on the line for around 15 minutes before it was cut again.\u201d<\/p>\n\n\n<p>The NHS Direct Wales website says calling from landlines \u201cis\ncharged at a local rate but can be significantly higher from a mobile phone and\ncosts can vary depending on your mobile phone provider.\u201d<\/p>\n\n\n<p>Miss Zerbini rang the 0845 number from her EE mobile.<\/p>\n\n\n<p>Campaigners say telephone charges for health advice are\nwrong. <\/p>\n\n\n<p>Fair Telecoms Campaigner, David Hickson, said action to take\naway the NHS Direct Wales premium rate number is long overdue in parts of\nWales. <\/p>\n\n\n<p>Mr Hickson said that the fact people calling for medical\nadvice are paying to be on hold, especially during a public health scare, was\n\u201cdisgraceful\u201d.<\/p>\n\n\n<p>\u201cIt is not good enough in this coronavirus situation to have\nthese premium charges,\u201d he said.&nbsp; <\/p>\n\n\n<p>\u201cWe are very anxious that anyone at risk who does need to\nmake contact with health services has to call an expensive number and is\ndeterred.\u201d<\/p>\n\n\n<p>\u201cIt is imperative that people do make a report if they think\nthey are at risk.\u201d <\/p>\n\n\n<p>Miss Zerbini returned from Milan on Monday February 17th. <\/p>\n\n\n<p>She was told later that day that only cases from the 19<sup>th<\/sup>\nonwards needed to be isolated and tested for the virus. <\/p>\n\n\n<p>The first case in Wales so far was revealed this morning,\nwith the patient having recently returned from Northern Italy.&nbsp;&nbsp; <\/p>\n\n\n<p>Chief Medical Officer for the Welsh Government, Dr Frank\nAtherton, said: \u201cAll appropriate measures to provide care for the individual\nand to reduce the risk of transmission to others are being taken.<\/p>\n\n\n<p>\u201cI can also confirm that the patient had travelled back to\nWales from Northern Italy, where the virus was contracted.\u201d<\/p>\n\n\n<p>The Welsh Government and NHS Wales are encouraging anyone\nwho has returned from parts of northern Italy since the 19<sup>th<\/sup> of\nFebruary and are experiencing any symptoms \u2013 however mild \u2013 to self-isolate and\ncall NHS Direct Wales on 0845 46 47 or 111 Wales, if available in their area. <\/p>\n\n\n<p>The 111 service is due to be available in Cardiff by 2021. In\na statement in 2018, the Health Minister for the Welsh Government said that the\nservice would be rolled out nationally over the next three years.<\/p>\n\n\n<p>Calls to 111 are only currently available within the\nfollowing health boards: Hywel Dda, Powys, Aneurin Bevan and Swansea Bay &#8211;\nincluding Bridgend.<\/p>\n\n\n<p>Cardiff Health Board and Public Health Wales and have been contacted for comment but neither has responded.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Worried Italian student kept on hold to NHS Direct Wales premium number had to top up phone credit twice PEOPLE who fear they may have coronavirus face hefty phone charges for calling NHS Direct Wales for medical advice. Cardiff University student, Vittoria Zerbini, 22, returned from a break in Italy with mild symptoms and followed instructions she heard on the news to self-isolate. She promptly contacted NHS Direct Wales via their helpline but was left with a \u00a310 bill for [&hellip;]<\/p>\n","protected":false},"author":97,"featured_media":41534,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[37,17,3],"tags":[945,265,946,28,947,540,833,367],"coauthors":[],"class_list":["post-41533","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cathays","category-home-lead","category-news","tag-cardiff-and-vale-university-health-board","tag-cardiff-university","tag-corona-virus","tag-nhs","tag-nhs-direct-wales","tag-nhs-wales","tag-public-health-wales","tag-students"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>&quot;Coronavirus helpline charged me \u00a310 for NHS advice&quot; - The Cardiffian<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cardiffjournalism.co.uk\/thecardiffian\/2020\/02\/28\/nhs-coronavirus-helpline-charged-me-10-for-isolation-advice\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"&quot;Coronavirus helpline charged me \u00a310 for NHS advice&quot; - The Cardiffian\" \/>\n<meta property=\"og:description\" content=\"Worried Italian student kept on hold to NHS Direct Wales premium number had to top up phone credit twice PEOPLE who fear they may have coronavirus face hefty phone charges for calling NHS Direct Wales for medical advice. Cardiff University student, Vittoria Zerbini, 22, returned from a break in Italy with mild symptoms and followed instructions she heard on the news to self-isolate. 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