Hospedia

{{Short description|Hospital infotainment provider}} {{Update|date=December 2024}} {{Infobox company | name = Hospedia | logo = Logo of the company.gif | logo_size = | logo_alt = Hospedia logo, consisting of multi-coloured blocks with the text 'hospedia' next to it | native_name_lang =  | former_name = PatientLine | industry = Hospital equipment | founded =  | founder =  | area_served = United Kingdom | key_people = James Steventon, CEO | products = Hospital bedside televisions, Clinical Workflow Solutions{{buzzword inline|date=March 2020}} | brands = Patient Flow | services = Hospital patient media delivery. Clinical Flow Solutions. | owner = WiFi SPARK | website = {{URL|http://www.hospedia.co.uk/}} }} '''Hospedia Ltd''' (formerly ''PatientLine'') is a provider of bedside communication and entertainment units in UK hospitals which also sells clinical workflow solutions for NHS Trusts.

== History ==

Hospedia Ltd is a private limited company, established in 1993.<ref>{{cite web |title=Hospedia Limited |url=https://beta.companieshouse.gov.uk/company/02841021 |website=Companies House |publisher=Department for Business, Energy & Industrial Strategy |accessdate=29 October 2018}}</ref> Hospedia acquired Patientline during July 2008 after the company entered administration.<ref name="fernandez2008">{{cite news | title=Patientline acquired by Hospedia | url=http://www.ehi.co.uk/news/ehi/3999/patientline-acquired-by-hospedia | work=eHealth Media | first=Joe | last=Fernandez | date=2008-07-28 | location=London | access-date=2012-02-20 | archive-date=2013-03-19 | archive-url=https://web.archive.org/web/20130319180757/http://www.ehi.co.uk/news/ehi/3999/patientline-acquired-by-hospedia | url-status=dead }}</ref> Hospedia then looked to acquire Patientline's main competitor, Premier Telesolutions, which would have given Hospedia responsibility for over 80,000 bedside television units.<ref>{{cite web |title=Patientline acquired by newly formed Hospedia |url=https://www.healthestatejournal.com/story/3977/patientline-acquired-by-newly-formed-hospedia |website=Health Estate Journal |accessdate=29 October 2018 |date=28 July 2008}}</ref>

The proposed acquisition was referred to the Office of Fair Trading in 2008.<ref name="oft2008">{{cite web | title=Anticipated acquisition by Hospedia Ltd of Premier Telesolutions Limited | url=http://www.oft.gov.uk/OFTwork/mergers/decisions/2008/hospedia | publisher=Office of Fair Trading | date=2008-11-06 | id=ME/3788/08 | quote=The OFT's decision on reference under section 33(1) given on 7 October 2008. Full text of decision published 6 November 2008. | url-status=dead | archive-date=2013-10-19 | archive-url=https://web.archive.org/web/20131019005526/http://oft.gov.uk/OFTwork/mergers/decisions/2008/hospedia#.VM5WgeH0-kA }}</ref><ref name="davison2008">{{cite web | title=Hospital Call Costs 'Will Be Lowered' | url=http://www.money.co.uk/article/1001017-hospital-call-costs-will-be-lowered.htm | website=money.co.uk | publisher=Dot Zinc Limited | location=Gloucestershire, England | first=Jayne | last=Davison | date=2008-07-28 | url-status=dead | archive-date=2015-01-21 | archive-url=https://web.archive.org/web/20150121133800/http://www.money.co.uk/article/1001017-hospital-call-costs-will-be-lowered.htm }}</ref> On 30 October 2009, the Competition Commission announced that it had cancelled its inquiry into the acquisition.<ref name="plc2009">{{cite web | url=http://uk.practicallaw.com/4-383-8297?source=relatedcontent | type=Legal update | title=Competition Commission cancels Hospedia/ Premier merger | publisher=Practical Law Company | accessdate=2015-02-01 }}{{subscription required}}</ref>

In August 2010 Hospedia Ltd was acquired from Hospedia Holdings LTD by Marlin Equity Partners,<ref name="meqppr2010">{{cite press release | title=Marlin Equity/Hospedia Press release | date=2010-08-19 | url=http://www.marlinequity.com/press/Hospedia_Press_Release.pdf | publisher=Marlin Equity Partners | location=Los Angeles | url-status=dead | archive-url=https://web.archive.org/web/20110614131505/http://www.marlinequity.com/press/Hospedia_Press_Release.pdf | archive-date=2011-06-14 }}</ref><ref name="mline2010">{{cite web | title=Marlin acquire Hospedia from Hospedia Holdings | url=http://www.alacrastore.com/storecontent/MarketLine-Financial-Deals/Marlin-Equity-Partners-acquires-Hospedia-2052-43986 | publisher=MarketLine | via=Alacra | date=2010-08-19 }}{{subscription required}}</ref> Tim Weil, Hospedia's CEO, claimed:{{blockquote|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.}}

Hospedia acquired 65,000 bed locations from the former Patientline in 2012, which secured the company a position to project itself as the only choice provider for all future Healthcare IT services.<ref name="hospediapr201207">{{cite press release | url=http://www.prnewswire.co.uk/news-releases/financial-services-latest-news/new-acquisition-opens-door-to-over-230m-in-savings-for-healthcare-providers-162532796.html | title=New Acquisition Opens Door to Over $230m in Savings for Healthcare Providers | publisher=Hospedia | agency=PR Newswire | date=2012-07-16 }}</ref>{{Self-published source|date=February 2015}} 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.{{citation needed|date=November 2017}} 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.<ref name="nghtrust2012spring">{{cite magazine | title=Hospedia is Here | url=http://www.northamptongeneral.nhs.uk/Downloads/Members/NGHMembersSpring2012.pdf | page=7 | magazine=Members' Newsletter | publisher=Northampton General Hospital NHS Trust | date=Spring 2012 | issue=11 | access-date=2012-08-28 | archive-url=https://web.archive.org/web/20120906090020/http://www.northamptongeneral.nhs.uk/Downloads/Members/NGHMembersSpring2012.pdf | archive-date=2012-09-06 | url-status=dead }}</ref>

===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 was worth $3.25 million over twelve months.<ref>{{cite web | title=Jaotech Signs Hospedia Contract | url=http://www.pharmafield.co.uk/medtech-news/2010/05/JOtech-gains-Hospedia-contract-for-bedside-terminals | publisher=Medtech Business | date=2010-05-01 | access-date=2013-02-26 | archive-url=https://web.archive.org/web/20160304035420/http://www.pharmafield.co.uk/medtech-news/2010/05/JOtech-gains-Hospedia-contract-for-bedside-terminals | archive-date=2016-03-04 | url-status=dead }}</ref>

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 was to have renewed contracts replacing the old T1 and T2 systems.<ref>{{cite web | title=Hospedia and JAOtech renew 6,500 NHS patient bedside terminals | url=http://www.neesham.co.uk/hospedia-and-jaotech-renew-6500-nhs-patient-bedside-terminals/ | archive-url=https://web.archive.org/web/20160304100345/http://www.neesham.co.uk/hospedia-and-jaotech-renew-6500-nhs-patient-bedside-terminals/ | url-status=dead | archive-date=2016-03-04 | publisher=Neesham Public Relations Ltd | date=2011-09-06}}</ref> By July 2012, the number of new units installed had increased by a further 8500, with the total in excess of 15,000.<ref>{{cite web | title=Hospedia corporate homepage | url=http://www.hospedia.co.uk/section.php?sectionid=2 | archive-url=https://web.archive.org/web/20120711213032/http://www.hospedia.co.uk/section.php?sectionid=2 | url-status=dead | archive-date=2012-07-11 | publisher=Hospedia Ltd}}</ref>

JAOtech was acquired by Barco NV in 2011.<ref>{{cite web | url=http://www.barco.com/en/News/Press-releases/barco-acquires-patient-bedside-terminal-provider-jaotech-with-this-strategic-acquisition-barco-broad.aspx | title=Barco acquires patient bedside terminal provider JAOtech | publisher=Barco | date=2012-02-03}}</ref>

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.<ref>{{cite web | title=GE Capital Partnership | url=http://www.hospedia.co.uk/corporate-section/ | publisher=Hospedia Ltd}} {{Dead link |date=November 2017}}</ref>

In 2012, Hospedia bought patient flow and bed management supplier Extramed.<ref>{{cite news |last1=Cave |first1=Andrew |title=Hospedia's first buy is Extramed |url=https://www.telegraph.co.uk/finance/newsbysector/supportservices/9401714/Hospedias-first-buy-is-Extramed.html |work=The Telegraph |date=15 July 2012}}</ref>

== Services ==

This service currently includes standard Freeview channels, on-demand films and TV, games, internet access and radio.<ref>{{cite web | title=North Lincolnshire & Goole NHS Trust Information page | url=http://www.nlg.nhs.uk/IfP/hospedia.asp | publisher=NHS | url-status=dead | archive-url=https://web.archive.org/web/20120912012119/http://www.nlg.nhs.uk/IfP/hospedia.asp | archive-date=2012-09-12 }}</ref> Media is delivered to patients via Hospedia's bedside terminals.<ref name="hospediapatientmedia">{{cite web | url=http://www.hospedia.co.uk/products-section-introducing-patient-media-72.html | accessdate=2015-02-01 | title=Introducing Patient Media | publisher=Hospedia | archive-date=2015-02-04 | archive-url=https://web.archive.org/web/20150204071150/http://www.hospedia.co.uk/products-section-introducing-patient-media-72.html | url-status=dead }}{{Self-published source|date=February 2015}}</ref> 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,<ref name="ncontynepatientservices">{{cite web | url=http://www.newcastle-hospitals.org.uk/patient-guides/patient-services_hospedia-patient-entertainment.aspx | title=Hospedia patient entertainment | accessdate=2015-02-01 | publisher=Newcastle upon Tyne Hospitals NHS Foundation Trust | archive-date=2015-02-04 | archive-url=https://web.archive.org/web/20150204090648/http://www.newcastle-hospitals.org.uk/patient-guides/patient-services_hospedia-patient-entertainment.aspx | url-status=dead }}</ref> 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.<ref name=ofcom_ccr>{{cite web |url=https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/telephone-review-value-callers |title=Telephone review to ensure value for callers |date=2017-05-12 |publisher=Ofcom }}</ref> 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.<ref name=ofcom_070>{{cite web |url=https://www.ofcom.org.uk/consultations-and-statements/category-1/review-070-number-range |title=Personal numbering – Review of the 070 number range |date=2018-08-15 |publisher=Ofcom }}</ref> Those changes took effect on 1 October 2019,<ref name=ofcom_070_imp>{{cite web |url=https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/new-rules-combat-high-call-costs-scams |title=New rules to combat high call costs and scams come into force today |date=2019-10-01 |publisher=Ofcom }}</ref> 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.<ref name="graham2007">{{cite report | title=Mixed mode surveys: a review for the NHS acute patient survey programme | author=Graham, Chris | url=http://www.nhssurveys.org/Filestore/documents/Mixed_mode_report.pdf | publisher=Picker Institute Europe | date=2007-06-08 | via=National Health Service }}</ref> However, in 2012 the institute partnered with Hospedia to offer extensive real time patient surveys through their Frequent Feedback service.<ref name="freqfdbkbedside">{{cite web | title=Pioneering patient feedback service, powered by Hospedia | url=http://www.pickereurope.org/frequent-feedback-bedside/ | publisher=Picker Europe}}</ref>{{Failed verification|date=January 2015}}

== Public opinion ==

Public opinion has been critical of both Patientline and Hospedia, as many<ref>{{cite web | title=Anger as hospital bed TV fees double to £5 a day | url=http://www.bournemouthecho.co.uk/news/4663211.Anger_as_hospital_bed_TV_fees_double_to___5_a_day/ | first=James | last=Morton | publisher=Bournemouth Echo | date=2009-10-04}}</ref><ref>{{cite web | title=Pay as you groan | url=https://www.theguardian.com/money/2005/jul/24/consumerissues.observercashsection | work=The Guardian | date=2005-07-24}}</ref> 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.<ref>{{cite web | title=Hospital patients charged £10 a day to watch TV | url=https://www.mirror.co.uk/news/uk-news/hospital-patients-charged-10-a-day-690756 | work=Daily Mirror | first=Nick | last=Owens | date=2012-02-19}}</ref>

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.{{Citation needed|date=March 2020}}

In 2010 the company featured on the BBC's consumer affairs programme Watchdog<ref>{{cite web | title=Bedside service | url=https://www.bbc.co.uk/blogs/watchdog/2010/10/bedside_service.html | archive-url=https://web.archive.org/web/20101106041240/http://www.bbc.co.uk/blogs/watchdog/2010/10/bedside_service.html | url-status=dead | archive-date=2010-11-06 | publisher=BBC | work=Watchdog Reports | date=2010-10-01}}</ref> 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.<ref name=HPPB>{{cite web | title=Hospedia Protest | url=http://www.pledgebank.com/HospediaProtest | first=Chris | last=Jones | publisher=PledgeBank | date=2011-04-01}}</ref> 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".<ref>{{cite web | work=Daily Mirror| url=https://www.mirror.co.uk/news/uk-news/hospital-patients-being-charged-5-a-day-202841 | title=Hospital patients being charged £5-a-day to watch TV in hospital | first=Stephen | last=Hayward | date=2010-02-21}}</ref>

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.<ref>{{cite web | title=Royal Edinburgh Patients Anger – Patients Experience Problems with Hospedia | url=http://edinburghnapiernews.com/2009/10/08/patients-left-struggling-with-hospedia/ | publisher=Edinburgh Napier News | first=Amy | last=Anderson | date=2009-10-08}}</ref>

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.{{citation needed|date=November 2017}}

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<ref>{{cite web | title=Extra Fees Are Excessive, Say PatientPower | url=http://www.seniorsdiscounts.co.uk/money-saving-articles/extra-fees-are-excessive-say-patientpower.html | publisher=Seniors Discounts | first=Garry | last=Pierrepont | date=2011-03-22 | access-date=2012-02-20 | archive-url=https://web.archive.org/web/20120127052525/http://www.seniorsdiscounts.co.uk/money-saving-articles/extra-fees-are-excessive-say-patientpower.html | archive-date=2012-01-27 | url-status=dead }}</ref> 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<ref>{{cite web | title=Hospedia response to Call Charges | url=http://stakeholders.ofcom.org.uk/binaries/consultations/simplifying-non-geo-numbers/responses/Hospedia_Ltd.pdf | work=Ofcom Consultation Responses | publisher=Hospedia Ltd}}</ref> 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.<ref>{{cite web | title=Hospital patients face non-stop Andrew Lansley on their televisions | url=https://www.theguardian.com/society/2011/nov/22/hospital-patients-andrew-lansley-televisions | work=The Guardian | first=Hélène | last=Mulholland | date=2011-11-22}}</ref><ref>{{cite web | title=What's on hospital TV? Non-stop Lansley | url=https://www.independent.co.uk/life-style/health-and-families/health-news/whats-on-hospital-tv-nonstop-lansley-6265850.html | work=The Independent | first=Oliver | last=Wright | date=2011-11-22}}</ref>

In 2021 Hospedia was acquired by Volaris Group.<ref>{{cite web |title=Volaris Group acquires Hospedia Limited |url=https://www.commsbusiness.co.uk/news/volaris-group-acquires-hospedia-limited/ |website=Comms Business |date=5 July 2021}}</ref>

== 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.{{citation needed|date=November 2017}} In 2012 Hospedia acquired the hospital workflow management specialists Extramed.<ref>{{Cite news|url=https://www.digitalhealth.net/2012/07/hospedia-buys-extramed/|title=Hospedia buys Extramed {{!}} Digital Health|date=2012-07-25|work=Digital Health|access-date=2017-09-22}}</ref><ref>{{cite web | title=Hospedia's first buy is Extramed | url=https://www.telegraph.co.uk/finance/newsbysector/supportservices/9401714/Hospedias-first-buy-is-Extramed.html | work=The Telegraph| first=Andrew | last=Cave | date=2012-07-15}}</ref>

Future plans including online prescription information and a move into online healthcare information are being looked at,{{when|date=November 2017}} as the company tries to detach itself from just being a television service provider.{{citation needed|date=November 2017}}

== 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.<ref>{{cite web | title=New interest in bedside terminal access | url=http://www.ehi.co.uk/news/acute-care/7179/new-interest-in-bedside-terminal-access | publisher=eHealth Media | first=Shanna | last=Crispin | date=2011-09-21 | access-date=2012-02-20 | archive-date=2012-07-15 | archive-url=https://web.archive.org/web/20120715032949/http://www.ehi.co.uk/news/acute-care/7179/new-interest-in-bedside-terminal-access | url-status=dead }}</ref> ==See also== *Hospital Radio ==References==

Category:Technology companies of the United Kingdom Category:Companies based in Slough Category:Private providers of NHS services Category:Companies with year of establishment missing

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