Danetre Medical Practice, in London Road, has switched back to its old 01327 703333 number after finding a new automated phone booking system, using an 0844 number to pay for it, did not meet expectations.

The practice started using the 0844 number in March saying it would improve patient service by automatically allowing people to book, check or cancel appointments at any time of the day.

However a number of people objected to the new number saying it would cost more than calling a 01327 number, especially for those on free local call packages or those who only had a mobile.

Practice manager Ruth Farthing said: “Patients just couldn’t get through and we could not work out whose fault it was.

“We had BT here, the software people here, and the 0844 number people here just trying to work out what wasn’t working.

“The suppliers could see people weren’t using the number because they just couldn’t get through so they released us from the contract, which was for three years.”

An online system which patients can register with to pick their own appointments, check and cancel them, which was introduced at the same time has proved a success and continues to run and the practice is keen to get more patients using it to help free up the phones.

John Birch was one of those who opposed the 0844 number. He said: “I think Danetre have handled the situation very professionally after receiving what must have been a great number of complaints and realised they’ve been sold a pup that doesn’t work.

“As a patient at the practice I can say the online system is a wonderful improvement and although the 0844 number solved the problem of hundreds of patients calling at once, I think the idea of revenue-sharing phonelines wasn’t the right way to do it.”