Mobile and broadband service providers have agreed to work with the NHS to provide enhancements to identified NHS frontline staff who are existing customers.
These enhancements include the mobile data access, voice calls and text they need on their personal mobiles used for work purposes
This will enable staff to work remotely without concern over extra charges and limitations.
Service providers also want to make sure NHS clinicians who work from home have prioritised broadband or other improvements they might need, where possible.
This will help them to:
- carry out consultations by video conferencing
- review radiology images
- download and upload large medical files
Clinicians with slow or standard broadband speeds may be able to upgrade to faster speeds.
Service providers should be able to increase mobile and data packages quickly. Increasing broadband speeds at home requires investigation and may take longer. In some cases, it may not be possible to increase speeds. For example, when a customer is already receiving the best broadband package.
Offers and processes are for the time of coronavirus (COVID-19) response only. They will be reviewed occasionally.
EE pay monthly customers
EE pay monthly customers can claim directly from the EE website and guidance can be followed from there:
Vodafone pay monthly and PAYG customers
Vodafone pay monthly and PAYG customers can be apply directly from the Vodafone website and guidance can be followed from there:
ASK4 broadband customers
ASK4 broadband customers can call the ASK4 support team on Tel: 0114 303 3232 to request a broadband package upgrade.
Voneus broadband customers
Voneus broadband customers can call the Voneus sales team on Tel: 0800 007 3377 to request a broadband package upgrade.
Community Fibre broadband customers
Community Fibre broadband customers can call the Community Fibre team on Tel: 0800 082 0770 to request a broadband package upgrade.
Post Office broadband customers
Email NHSPostOfficeRequests@uk.fujitsu.com using a valid NHS email address and a Post Office Support Agent will contact you to discuss upgrade options.
G.Network broadband customers
G.Network broadband customers can call the support team on Tel: 0808 196 3485 and a G.Network agent will talk through the process.
Customers on other participating networks
NHS organisations will need to triage and nominate staff who are eligible.
Read the specific offer details available.
If a provider is not listed, it means they are currently not participating in this offer. We'll update this information as more providers may be included in the future.
As not all frontline or clinical roles require an increase in allowance and performance, we recommend you sensibly prioritise frontline staff who need it most.
For example, clinicians returning to the NHS to support the fight against coronavirus who are using their personal devices for work purposes may be considered a priority.
Mobile data eligibility
Currently, NHS frontline staff members are eligible if they're using their personal mobile for work purposes and are:
- an existing customer of the companies participating
- hitting caps on their data or call allowance
- have not already been upgraded by their existing provider
Residential broadband eligibility
Currently, NHS clinicians are eligible if they're working from home and require prioritised broadband or other improvements to perform tasks, such as:
- carrying out consultations by video conferencing
- review radiology images
- downloading and uploading large medical files
NHS clinicians with slow or standard broadband speeds may be able to upgrade to faster speeds.
How to triage your staff
Your organisation needs to assign a single point of contact, such as an HR director or director of workforce, to co-ordinate and submit nominations of those eligible for the enhancements.
NHS England has confirmed that Clinical Commissioning Groups (CCGs) will carry out this role for Primary Care organisations.
We recommend you assign a deputy to cover if the person selected is unavailable.
The HR director or director of workforce is responsible for making sure there's a process in place that confirms staff are eligible.
The process for the HR director, director of workforce or their nominated deputy
- Identify and triage eligible staff for mobile and broadband offers and encourage staff to self nominate through their line managers.
- Once triaged, collate eligible nominations in the pro forma spreadsheet template (Excel: 109KB), filling in all data fields correctly for each category.
- If this is the first time the pro forma is submitted, it must be by the HR director or director of workforce, copying in their nominated deputy.
- Send the completed pro forma to the central inbox firstname.lastname@example.org. Nominations can be sent in bulk. You'll get confirmation that the email has been received.
- By sending the completed pro forma with employee data to the central inbox, you agree to the declaration included in it.
- The central inbox team will send applications to the relevant service provider once a day.
- Service providers will action the request or get directly in touch with the NHS employee to discuss options.
Depending on provider, this could be completed within 48 hours or up to 1 week, sometimes longer for broadband speed issues.
Where errors in data or process occur, which cannot be resolved through the service provider and NHS worker, NHSBSA colleagues may contact HR colleagues to resolve.
We have a triaging process map (PDF: 602KB) available to help you understand these steps visually.
About the mailbox
The central inbox email@example.com will only accept applications sent by HR directors, directors of workforce or nominated deputies who are managing the triage.
NHS staff must send their details to their HR co-ordinator who will submit nominations for the offer.
Do not use this mailbox to nominate yourself or if you're a member of the general public.
Instructions for employees
The HR director or director of workforce in your organisation is responsible for setting up a process to triage eligible staff. They may nominate a deputy to co-ordinate this.
The co-ordinator will be your single point of contact. You should check whether you’re eligible for the offer before contacting the co-ordinator and requesting a nomination.
Process for employees
- Your co-ordinator will contact you to let you know how to request a nomination.
- Request a nomination with your co-ordinator.
- Your co-ordinator will identify whether you're eligible.
- Your data will be sent to a secure NHS mailbox and then direct to the service provider by a secure transfer.
- Service providers will action the request or get directly in touch with you to discuss options.
- You'll receive a confirmation email or text message to let you know that the process is complete.
Depending on your provider the process could be complete within 48 hours or up to 1 week from the date they receive requests. It may take longer if you have broadband speed issues.
We have an employee process map (PDF: 593KB) available to help you understand these steps visually.
Vodafone or EE pay monthly customers
If you are an EE or Vodafone pay monthly customer, you can claim the offer direct and do not need a co-ordinator to confirm you are eligible:
- Visit the provider's website or App.
- Complete the step-by-step instructions for claiming the offer, filling in the relevant information.
- Service providers will action the request.
- You'll receive a confirmation text message to let you know that the process is complete.
Depending on provider, this could be completed within 48 hours or up to 1 week.
We have a self-nomination process map (PDF: 76KB) available to help you understand these steps visually.
How your personal data will be used
To claim this offer you'll need to provide some personal data.
The data will be used by your network provider to apply the changes to your plan in line with the offer.
If you are not the account holder, you will need permission from the named account holder.
If the account holder has opted out of marketing contact, they can make direct contact with their network provider about the enhancements.
For mobile offers, you'll need to provide:
- network or broadband provider
- mobile phone number
- account holder name
For broadband offers, you'll need to provide:
- network or broadband provider
- mobile phone number
- account telephone
- account holder name
By requesting an enhancement or improvement to your personal mobile, you consent to share the required data (as set out in the list above) via your employer (or NHS body triaging on your behalf).
If you are not the primary account holder, you will be asked to provide the name of the person who is the primary account holder in addition to other data related to the account.
In the first instance, this data will be shared with the NHS Business Services Authority, (who act on behalf of the Department of Health and Social Care) This data will then be collated and shared with the telecommunications service provider (or “telco provider”) which you have identified as being your provider.
Upon receipt of your data, the telecommunications service provider will act independently as a data controller for validation purposes, and where validation is confirmed, the telecommunications service provider will then fulfil their commitment by either applying any pre-agreed enhancement or improvement to your personal mobile account and/or offering you options to enhance or improve your personal mobile and/or broadband account.
This may mean that your telecommunications service provider will contact you (or the primary account holder, if that is not you) directly via text, email or phone. In some circumstances, if you are not the primacy account holder, the telecommunications service provider may not be able to proceed.
In the case of errors in the data or the processing, all bodies within this process reserve the right to contact you directly in order to resolve this.
These offers will be provided for the duration of the coronavirus outbreak and this duration period shall be determined by NHSX and DCMS in conjunction with the telecommunications service providers.
Upon such time when any of these enhancements or improvements are due to end, your telecommunications service provider will contact you with reasonable notice via text, email or phone to let you know when this is coming to an end.
The telecommunications service provider may ask you if you wish to discuss further options in respect of those enhancements or improvements.
Roles and responsibilities
View the NHS employer GDPR roles and responsibilities document.