The telephone number ‘999’ has since the summer of 1937, been the UK’s emergency services number. A number which is available when you find yourself in a genuine (life-threatening) emergency, where the police, ambulance, fire and HM coastguard are required, by the general public.
An indelibly helpful, and well-versed number, its etched on each and every one of our brains and has been since childhood, but, with news that a series of calls to ‘999’ are now being costed out to businesses, from where the call have been made, is that ethical?
It was during our recent work with a UK Care Home, where we were carrying out a Cost Reduction Audit, we noticed they had been charged £500 per month by their provider for the outbound ‘999’ calls made for residents, and we were appalled.
We have, since the thirties, relied on these three safe numbers which come to mind instantly when we are at our most scared and vulnerable, it beggars’ belief that this number should now be commercialised in such a way.
In 2021, BBC reported that BT claimed they had received a record number of ‘999’ calls, and amongst the genuine calls, there were non-emergency or hoax calls, ranging from someone who had got their hand stuck in a letter box, through to someone who had lost their false teeth. The penalty for incessant prank calls, can be prison.
Whilst we understand that the authorities must manage the service (calls are received every 3 seconds currently) to ensure that those who are truly in need, get the help they require; we feel that the number which we all relied upon, in our times of need is now sullied in some respect due to the powers that be demanding payment.
BT Plc own the seven call-handling centres, from which the ‘999’ calls are prioritised and forwarded to, but it is not yet clear why our Care Home client have been charged for these calls, our investigatory work continues.
Articles published by the NHS state that calling ‘999’ for a resident isn’t always the first port of call, and that a call to the individuals GP might be more prudent.
In future emergencies, we may well lose time through having to consider the level of emergency we or someone near us is in and in the process, which surely undermines the original need for this telephone number?
If in fact this is the case and companies are being charged when someone uses their telephone system to make an outbound call to this number, this needs to be assessed. Did the authorities deem the calls from the Care Home to be non-emergency, or is this another liberty the general public are one day, to lose?
With so many moving parts in the commercial world, our experience in our field, along with out acute eye for detail and our ability to stand up for our clients and negotiate on their behalf, makes our services more relevant today than ever before.
If you’d like more information about our auditing services please do not hesitate to get in touch email enquiries@ayudarmail.co.uk or call 0333 2000 337