Hospedia

Hospedia Ltd is a provider of bedside communication and entertainment units in UK hospitals, as well as clinical work flow solutions.

Hospedia Ltd Plc
IndustryHospital equipment
Area served
United Kingdom
Key people
James Steventon , CEO
ProductsHospital bedside televisions, Clinical Workflow Solutions
BrandsPatient Flow
ServicesHospital patient media delivery. Clinical Flow Solutions.
Websitewww.hospedia.co.uk

History

Hospedia Ltd is a private limited company, established in 1993.[1] Hospedia acquired Patientline during July 2008 after the company entered administration.[2] Hospedia then looked to acquire Patientline's main competitor, Premier Telesolutions, which would have given Hospedia responsibility for over 80,000 bedside television units.[3]

The proposed acquisition was referred to the Office of Fair Trading in 2008.[4][5] On 30 October 2009, the Competition Commission announced that it had cancelled its inquiry into the acquisition.[6]

In August 2010 Hospedia Ltd was acquired from Hospedia Holdings LTD by Marlin Equity Partners,[7][8] Tim Weil, Hospedia’s CEO, claimed:

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 patients and simultaneously provide hospitals with a means to significantly improve efficiency and reduce costs.

Where available Patient Engagement services range from patient feedback and educational materials to electronic meal ordering. Hospedia's website claims "Clinical Workflows benefit clinical staff and hospital management".[9] "Patient Flow Management supports clinical best practice; monitoring patient flow and bed availability in real time and helping to reduce length of stay".[10] and "Clinical Access puts clinical IT at the heart of the patient environment, promoting paperless initiatives and reducing workload."[11]

Hospedia acquired 65,000 bed locations from the former Patientline, which secured the company a position to project itself as the only choice provider for all future Healthcare IT services.[12] This position is unlikely to be rivalled as the installation costs of the original programme were never recovered, making a nationwide installation programme by any other company unrealistic. The Monopolies and Mergers Commission 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 Northampton General Hospital.[13]

The company embarked on a public relations drive which would include free outbound telephone calls, better pricing structures and additional television channels. The company significantly reduced its workforce within a 12-month period from December 2010 to December 2011, most of the redundancies were from hospital locations as the roles of the Customer Service Assistants, Site Managers and Engineers were cut down to one or no staff members, usually covering a few hours a day. The company also reduced its call centre operations based in Dumfries.

JAOtech

In 2010 JAOtech based in Redhill, Surrey gained a contract with Hospedia, to renew bedside terminals across their entire estate in the UK.

The contract worth $3.25 million over twelve months, was crucial to the first phase of a Hospedia restructure.[14]

In September 2011 JAOtech & Hospedia had installed 6,500 new bedside terminals across the UK, this number was far lower than the expected number that were to have renewed contracts replacing the old T1 and T2 systems.[15] By July 2012 the number of new units installed had increased by a further 8500, with the total in excess of 15,000.[16]

JAOtech was acquired by Barco NV in 2011.[17]

In November 2011, Hospedia announced that it had entered another partnership to secure funding for the continuing installation of the new systems with GE Capital.[18]

In 2012 Hospedia bought patient flow and bed management supplier Extramed.[19]

Services

This service currently includes standard Freeview channels, on-demand films and TV, games, internet access and radio.[20] Media is delivered to patients via Hospedia's bedside terminals.[21] 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 internet. Registering on the bedside system allows patients to make free unlimited outgoing calls to 01, 02, 03 and certain 07 numbers,[22] this was partly balanced by the revenue generated from incoming calls made to the patient's unique Hospedia 070 telephone number.

Concerned at the lack of transparency and the high retail charges for calls to 070 numbers, Ofcom launched a call cost review in 2017.[23] 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.[24] Those changes took effect on 1 October 2019,[25] 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.

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 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).

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 the past, the Picker Institute has expressed reservations with regard to the use of bedside terminals.[26] However, in 2012 the institute partnered with Hospedia to offer extensive real time patient surveys through their Frequent Feedback service.[27]

Public opinion

Public opinion has been critical of both Patientline and Hospedia, as many[28][29] feel that charging the sick and vulnerable to access television in hospital is unacceptable. In 2012 The Sunday Mirror 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.[30]

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 has resulted in friends and relatives of patients having to pay up to 78p per minute to call the bedside phone.

In 2010 the company featured on the BBC's consumer affairs programme Watchdog[31] which portrayed the company in "favourable" light, neither negative or positive.

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 numbers to be known.[32] In February 2010, the then head of the Patients Association 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".[33]

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 always meet patients' needs.[34]

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 department in the company's head office in Slough.

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 hospitals using them for medical services. The demand, however, was lower than anticipated.

The Patient Power review group has expressed its concerns about the increasing costs of the bedside services and has become the most vocal of groups[35] 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[36] in February 2011 to explain that they supported a reduction in both the cost of telephone calls and the use of non-geographic numbers, which had been assigned back in 2000, and were hopeful that these measures would assist in lowering the cost of such calls.

Health Secretary Andrew Lansley MP featured on a video on the system which came under criticism.[37][38]

Hospital radio

While the television services are charged for, Hospedia has continued to provide hospital radio 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 maintain a radio system beside each bed, but in many locations Hospedia is now the only way to access hospital radio.

Payment technology

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 specialists Extramed.[39][40]

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.

IT systems

Marlin Equity Partners who are also behind enterprise resource planning business Solarsoft acquired Hospedia LTD in 2010.

The following hospitals have upgraded to the new T3 System: Addenbrookes Hospital, Epsom General Hospital, Royal Oldham Hospital, Whiston Hospital, Eastbourne Hospital, Chesterfield Royal Hospital, Broomfield Hospital, Carlisle Infirmary, Salford Royal Hospital, Castle Hill Hospital, Salisbury Hospital, Bournemouth General, Wythenshawe Hospital, Good Hope Hospital, St Helier Hospital, North Manchester Hospital Manchester Royal Infirmary.

Mid Essex Hospital, Cambridge University Hospitals, Southampton University Hospitals and Heart of England NHS foundation trusts have started using the Clinical Access Services provided by Hospedia.[41]

References
  1. "Hospedia Limited". Companies House. Department for Business, Energy & Industrial Strategy. Retrieved 29 October 2018.
  2. Fernandez, Joe (2008-07-28). "Patientline acquired by Hospedia". eHealth Media. London: EHealth Media.
  3. "Patientline acquired by newly formed Hospedia". Health Estate Journal. 28 July 2008. Retrieved 29 October 2018.
  4. "Anticipated acquisition by Hospedia Ltd of Premier Telesolutions Limited". Office of Fair Trading. 2008-11-06. ME/3788/08. Archived from the original on 2013-10-19. The OFT's decision on reference under section 33(1) given on 7 October 2008. Full text of decision published 6 November 2008.
  5. Davison, Jayne (2008-07-28). "Hospital Call Costs 'Will Be Lowered'". money.co.uk. Gloucestershire, England: Dot Zinc Limited. Archived from the original on 2015-01-21.
  6. "Competition Commission cancels Hospedia/ Premier merger" (Legal update). Practical Law Company. Retrieved 2015-02-01.(subscription required)
  7. "Marlin Equity/Hospedia Press release" (PDF) (Press release). Los Angeles: Marlin Equity Partners. 2010-08-19. Archived from the original (PDF) on 2011-06-14.
  8. "Marlin acquire Hospedia from Hospedia Holdings". MarketLine. 2010-08-19 – via Alacra.(subscription required)
  9. "Introducing Clinical Workflow". Hospedia. Retrieved 2015-02-01.
  10. "InPatient Flow Manager". Hospedia. Retrieved 2015-02-01.
  11. "Clinical Access". Hospedia. Retrieved 2015-02-01.
  12. "New Acquisition Opens Door to Over $230m in Savings for Healthcare Providers" (Press release). Hospedia. 2012-07-16 – via PR Newswire.
  13. "Hospedia is Here" (PDF). Members' Newsletter. No. 11. Northampton General Hospital NHS Trust. Spring 2012. p. 7. Archived from the original (PDF) on 2012-09-06. Retrieved 2012-08-28.
  14. "Jaotech Signs Hospedia Contract". Medtech Business. 2010-05-01. Archived from the original on 2016-03-04. Retrieved 2013-02-26.
  15. "Hospedia and JAOtech renew 6,500 NHS patient bedside terminals". Neesham Public Relations Ltd. 2011-09-06. Archived from the original on 2016-03-04.
  16. "Hospedia corporate homepage". Hospedia Ltd. Archived from the original on 2012-07-11.
  17. "Barco acquires patient bedside terminal provider JAOtech". Barco. 2012-02-03.
  18. "GE Capital Partnership". Hospedia Ltd.
  19. Cave, Andrew (15 July 2012). "Hospedia's first buy is Extramed". The Telegraph.
  20. "North Lincolnshire & Goole NHS Trust Information page". NHS. Archived from the original on 2012-09-12.
  21. "Introducing Patient Media". Hospedia. Retrieved 2015-02-01.
  22. "Hospedia patient entertainment". Newcastle upon Tyne Hospitals NHS Foundation Trust. Retrieved 2015-02-01.
  23. "Telephone review to ensure value for callers". Ofcom. 2017-05-12.
  24. "Personal numbering – Review of the 070 number range". Ofcom. 2018-08-15.
  25. "New rules to combat high call costs and scams come into force today". Ofcom. 2019-10-01.
  26. Graham, Chris (2007-06-08). Mixed mode surveys: a review for the NHS acute patient survey programme (PDF) (Report). Picker Institute Europe – via National Health Service.
  27. "Pioneering patient feedback service, powered by Hospedia". Picker Europe.
  28. Morton, James (2009-10-04). "Anger as hospital bed TV fees double to £5 a day". Bournemouth Echo.
  29. "Pay as you groan". The Guardian. 2005-07-24.
  30. Owens, Nick (2012-02-19). "Hospital patients charged £10 a day to watch TV". Mirror Group.
  31. "Bedside service". Watchdog Reports. BBC. 2010-10-01. Archived from the original on 2010-11-06.
  32. Jones, Chris (2011-04-01). "Hospedia Protest". PledgeBank.
  33. Hayward, Stephen (2010-02-21). "Hospital patients being charged £5-a-day to watch TV in hospital". Daily Mirror.
  34. Anderson, Amy (2009-10-08). "Royal Edinburgh Patients Anger - Patients Experience Problems with Hospedia". Edinburgh Napier News.
  35. Pierrepont, Garry (2011-03-22). "Extra Fees Are Excessive, Say PatientPower". Seniors Discounts. Archived from the original on 2012-01-27. Retrieved 2012-02-20.
  36. "Hospedia response to Call Charges" (PDF). Ofcom Consultation Responses. Hospedia Ltd.
  37. Mulholland, Hélène (2011-11-22). "Hospital patients face non-stop Andrew Lansley on their televisions". The Guardian.
  38. Wright, Oliver (2011-11-22). "What's on hospital TV? Non-stop Lansley". The Independent.
  39. "Hospedia buys Extramed | Digital Health". Digital Health. 2012-07-25. Retrieved 2017-09-22.
  40. Cave, Andrew (2012-07-15). "Hospedia's first buy is Extramed". The Telegraph.
  41. Crispin, Shanna (2011-09-21). "New interest in bedside terminal access". eHealth Media.
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