RE the letter from Phil Richardson concerning Patientline TV (November 28), I have experienced problems with this service.

I was unable to get out of bed and a patient kindly purchased a card on my behalf so I could listen to the radio. My husband paid £10 for another card, but before I used the card I was told I would be leaving hospital earlier than expected.

I telephoned the number on the TV and asked where I could apply to get my money in exchange for the un-used card.

I was told that as I hadn't registered with the company, I couldn't be helped.

The call was charged at premium rate, I was put on hold until nearly £5 of credit had been used.

With the help of Suzanne at the PALS desk, I did receive £10 from Patientline, she contacted the office situated in the building and they telephoned me. Why couldn't the operator have done that for me in the first place?

I wasn't aware that I had to register with the company, and subsequently couldn't find any literature to advise me to do so.

I have written to hospital management and made an official complaint, and I would urge anyone to complain if they were unhappy with the service.

Mrs Ruth Morley,

Rawcliffe Way,

Shipton Road,

Rawcliffe, York.

Updated: 10:20 Friday, December 02, 2005