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Personal mobile data and broadband enhancements for NHS staff

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 broadband speeds. For example, when a customer is already receiving the best broadband package in their area. It is important to check the current broadband package before applying. 

Offers and processes are for the time of coronavirus (COVID-19) response only. They will be reviewed occasionally.

View the original GOV.UK press release.

Participating networks

Participating networks with self-service offers

The networks listed here are offering direct access to their offers, follow the instructions to find out more.

For participating networks not listed here, information on the triage process can be found on this page. 

EE pay monthly customers

EE pay monthly customers can claim directly from the EE website and guidance can be followed from there: 

Visit the EE website to claim the offer

Vodafone pay monthly and PAYG customers

The Vodafone offer has now closed. 

Visit the Vodafone website for more information

ASK4 broadband customers

ASK4 broadband customers can contact the ASK4 support team by calling: 0114 303 3232 to request a broadband package upgrade. 

Visit the ASK4 website for more information

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.

Gigaclear broadband customers

If you are a Superfast 30 Gigaclear customer, the complimentary speed boost has already been applied to your service and there is no further action required on your part.

If you require more than 50Mbps to meet your remote working needs, please contact Gigaclear at support@gigaclear.com or Tel: 0186 559 1131 quoting the code NHS19 for prioritised upgrade.

IDmobile pay monthly customers

IDmobile pay monthly customers can claim directly from the IDmobile website and guidance can be followed from there: 

Visit the IDmobile website to claim the offer

WightFibre broadband customers

WightFibre are offering 50% discount for 12 months on full-fibre broadband available at a variety of speeds.  

Call the WightFibre sales team on Tel: 0198 324 0240 to request the NHS key worker special offer.

Lycamobile customers

Lycamobile customers can claim directly from the Lycamobile website and guidance can be followed from there: 

Visit the Lycamobile website to claim the offer

O2 pay monthly customers 

The O2 offer has now closed. 

Spectrum Internet customers

Email provisioning@spectruminternet.com with the subject line ‘NHS-Data-Offer’ from a valid NHS email account to discuss an increase in broadband connection speed to the highest available service in your area. Only available to on-net customers in South Wales and the South West.

Customers on other participating networks

NHS organisations will need to triage and nominate staff who are eligible for the networks listed for triage in the PDF documents.

Read the specific offer details available.

Mobile phone offers (PDF: 144KB)Broadband offers (PDF: 235KB)

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. 

Eligibility

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.

NHS colleagues in Wales

Eligible NHS colleagues in Wales are able to access all self-service enhancements from telecoms providers. Detail on how to access these are available in the expanding section of this page about participating networks with self-service offers.

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

  1. Identify and triage eligible staff for mobile and broadband offers and encourage staff to self nominate through their line managers. 
  2. Once triaged, collate eligible nominations in the pro forma spreadsheet template (Excel: 109KB), completing all data fields correctly for each category. 
  3. 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.
  4. Send the completed pro forma to the central inbox data.help@nhs.net. Nominations can be sent in bulk. You'll get confirmation that the email has been received.
  5. By sending the completed pro forma with employee data to the central inbox, you agree to the declaration included in it.
  6. The central inbox team will send applications to the relevant service provider once a day.
  7. 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 data.help@nhs.net 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

Before following this process, check if your mobile or broadband provider is included in the list of participating networks with self-service offers. If not, follow these steps: 

  1. Your co-ordinator should have made contact to let staff know how to request a nomination. If you have not heard from your co-ordinator, please contact your HR Director. 
  2. Request a nomination with your co-ordinator.
  3. Your co-ordinator will identify whether you're eligible​​​​​​.
  4. Your data will be sent to a secure NHS mailbox and then direct to the service provider by a secure transfer.
  5. Service providers will action the request or get directly in touch with you to discuss options.
  6. 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.

self-nomination process map (PDF: 76KB) is available to help you understand these steps visually.

Privacy

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:

  • name
  • network or broadband provider
  • mobile phone number
  • account holder name

For broadband offers, you'll need to provide:

  • name
  • network or broadband provider
  • address
  • postcode
  • mobile phone number
  • account telephone
  • account holder name

Privacy statement

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.

You can find further information about how your telecommunications service provider processes and protects your personal data in their privacy policy.  Please ensure you check your providers privacy statements available online.

Roles and responsibilities 

View the NHS employer GDPR roles and responsibilities document.

NHS Employer GDPR Roles and Responsibilities (PDF: 149KB)