by Gareth Cross
The Western Trust is to change their policy on calling patients from withheld numbers, the Derry News can reveal.
In September, the Derry News published claims that people in Derry were missing surgeries and appointments because Altnagelvin Hospital was contacting them on a withheld phone number.
The Trust has now said that following work to their phone system they are now able to reveal their call identity when ringing from specific Trust lines.
However, they did point out that not all contact with patients will show call identity.
The concerns were raised after the Derry News was contacted by a local politician and a patient who claimed that the hospital was contacting people on withheld numbers to let them know an appointment or surgery was available following a cancellation.
David Moore contacted the Derry News to say that he had missed out on a Hernia surgery twice because the hospital contacted him on a withheld number.
The 66-year-old, who lives in Ardmore said that he was aware of other people who have missed out on appointments because of similar reasons and called on the hospital to reveal their number when calling patients.
He said that he knew of many people who simply won't answer a withheld number, particularly in light of the number of phone scams operating in the area.
The independent unionist councillor Maurice Devenney called for the hospital to change their policy and remove the block on their number.
Cllr Devenney has welcomed the change in policy from the hospital.
"This is good news, we highlighted the issue some time ago and I am glad that action has been taken," he said.
"Many people were afraid to answer these calls following all the warnings relating to fraudulent calls in the area recently.
"It's also good news for the Trust as it means people can get in for appointments and operations and no time will be wasted."
David Moore, who first raised the issue in The Derry News said the move was good news for all Western Trust patients.
"I'm very happy they have decided to make this change, at the time Trust staff admitted to me there was a proble," he said.
"I still can't understand why none of the senior figures at the trust realised that this was causing an issue until it was pointed out. I'm glad they have responded to their calls and I hope to see the changes soon, it's good for the people of Derry and the local area.
"I'd also like to thank councillor Maurice Devenney for all his support on this issue."
A spokesperson for the Western Health and Social Care Trust (Western Trust) confirmed the move.
“The Trust’s booking process has been reviewed and additional work with the Trust’s Telecoms team has been undertaken in recent weeks," the spokesperson said.
"This has supported the Trust to put in place a solution that will enable call line identity on specific Trust internal extensions used to contact patients.
"However, it is important to note that not all contact with patients will show call line identity.”
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