Customer Terms and Conditions
Premier offers a range of telephone and entertainment facilities at the hospital bedside in line with a contract agreed directly with NHS Trusts.
These terms and conditions set out our service commitment and your rights as a consumer of Premier’s services
- whether a patient, or a friend or relative.
1. Our commitment to you:
We agree to supply:
(a) Telephone (allowing you to receive incoming and make outgoing calls)
Subject to availability, we agree to supply the facility to make or receive calls at your bedside (if a patient),
or to make calls directly to the bedside (if a friend or relative),
during your stay in hospital if deemed appropriate by the NHS Trust or its representatives.
Certain numbers such as 0800 and premium rate services may not be accessible via our system.
Callers from international destinations and some network providers may not be able to connect to our service.
Where a call is connected the service provider may charge different rates from those advertised by
Premier which are based on the cost of a call from a BT landline.
Callers are advised to check with their local service provider.
Subject to equipment and availability, we agree to supply access to a number of appropriate television channels during your stay in hospital.
Subject to equipment and availability, we agree to supply access to a number of appropriate games during your stay in hospital.
(d) Internet & E-mail
Subject to equipment and availability, we agree to supply access to appropriate internet and e-mail facilities during your stay in hospital.
Premier reserves the right to remove any of the above services at any time, without prior notification.
2. Your commitment to us:
(a) If you move beds during your hospital stay you must inform us by pressing the operator button on the bedside unit
(Subject to equipment type) or by calling our service centre on 0845 644 8118.
If you do not inform us that you have moved beds then we cannot guarantee that you will be able to make or receive telephone calls,
continue to watch TV or that any credit you have stored will not used by other patients.
(b) Verbal or physical abuse of our staff is not tolerated.
Under these circumstances, we reserve the right to suspend or halt the service at any time and will not refund any monies paid.
(c) If your deliberate actions cause damage to any equipment owned or operated by Premier,
we reserve the right to suspend or halt the service at any time, report your actions to the police and to pursue you for the cost of any damages.
(d) Our service must be used responsibly.
It must not be used to make calls of an offensive, indecent, menacing, or nuisance nature,
nor must content of this nature be viewed using our services.
Our services must not be used fraudulently or in connection with a criminal offence.
If we reasonably believe that any of the above has occurred we reserve the right to suspend or halt the service at any time
and report the matter to the relevant authorities.
3. Using our service:
(a) Premier reserves the right to refuse access to our system if we have reason to suspect that the equipment
supplied would not be used as intended.
Under these circumstances we are not obliged to give a reason for our decision.
(b) Before starting to use the service, patients are required to purchase a Premier Pay Card from one of the
Premier vending machines located throughout the hospital or,
• Purchasing a Premier Pay Card from one of the Premier Advisors who are based at certain hospitals
where the service operates (local opening times available on request), or,
• Uploading credit to the bedside unit by pressing the operator button on the bedside unit
(Subject to equipment type) and using one of the credit/debit cards we accept.
For security reasons there may be restrictions on the number of transactions you can make in a day.
Please note we do not accept any transactions from persons other than the cardholder.
(c) For details on our prices please refer to the Premier vending machines located throughout the hospital,
the bedside system tariff screen (Subject to equipment type) or contact one of the Premier Advisors who are based at certain hospitals.
4. Refund policy:
(a) Premier paycards are non refundable to the fullest extent allowed by law.
(b) Any money left on a vending card upon discharge from hospital is non-refundable.
(c) In the event of the card being lost or stolen, we will not refund any money remaining.
(d) In the event of the card being used by another person with or without permission, we will not refund any money that has been used.
In these circumstances, the Premier card is treated as money and is the responsibility of the holder.
(e) Only cards purchased from Premier Vending Machines or Staff may be used.
Premier will not be liable for any issues arising from cards acquired in any other way.
Any money added to these cards may be lost and will not be refunded.
(f) In the event of a technical failure of our system leading to a loss of service,
which is not as a result of misuse of our system by the customer, we will endeavour to make good any lost service time that has been purchased.
(g) If you are trying to call a patient who has left hospital and has not advised you,
then we cannot refund the cost of any telephone calls made to the bedside.
(h) If you are trying to call a patient and they have decided to not to answer the phone,
or are on another call, or are unable to answer the call as they are with medical staff or having treatment or for any other reason,
Premier cannot refund the cost of telephone calls made to the bedside.
5. Service delivery:
(a) We aim to provide a high-quality and continuous service, unfortunately,
given the environment in which we work there may be times when our service is unavailable:
(b) During your stay in hospital if you report a fault with our system that is causing you inconvenience,
you may be entitled to free credits or a refund.
Under these circumstances please contact us by picking up the telephone handset and pressing the operator button (Subject to equipment type),
or by calling our service centre on 0845 644 8118. Or by email to firstname.lastname@example.org
(c) At times, we may be asked by the NHS Trust or its representatives to either temporarily or permanently suspend the entire
or specific elements of the service. Under these circumstances we cannot offer any form of compensation.
(d) If the fault or failure to provide a service is caused by factors outside of our reasonable control then we cannot accept responsibility,
and refunds cannot be given. Under these circumstances we will endeavor to re-establish services as quickly as possible.
(e) Hospitals frequently undertake generator tests and during this period we regret that our services will not be available.
We will endeavor to inform you as soon as we are made aware of any such planned tests and will undertake
to return our units to normal service as quickly as possible after the event.
(f) Occasionally we may have to change your phone number,
or to interrupt our services in order to resolve operational issues.
Under these circumstances we will endeavor to re-establish services as quickly as possible.
We reserve the right to suspend or halt the service at any time, without prior notification.
(a) Any information you supply to us will not be used for any other purposes other than to identify the patient during their stay.
(b) Calls to us may be recorded for training and quality control purposes.
(c) Premier undertakes not to supply any patient contact information to any 3rd parties that are external to the hospital
(this precludes nursing staff, on-site catering teams and where we are legally required to provide information),
or to conduct any direct marketing using this information.
(d) We may use the information supplied to locate your whereabouts and connect incoming calls to you unless
you request confidentiality.
In addition we may from time to time share your details with NHS staff and their onsite service provider,
where doing so forms part of an agreed NHS policy and operating requirement and complies fully with the Data Protection Act and GDP regulations.
We endeavor to ensure that customers have access to a wide range of suitable television channels;
however we cannot accept responsibility for the tone of content on those channels.
If you wish to complain about any aspect of Premier’s services during or following your stay in hospital please write to us at:
10 Alexandra Way,
Ashchurch Business Centre,
Changes to our service:
Sometimes we may need to change our charges, services and/or the terms and conditions of this agreement.
We reserve the right to make changes to these at any time.