This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?

"Access to blue badge car park"

About: Crosshouse Hospital

(as a service user),

I used the blue badge car park to attend an appointment. On my return I found the doors were locked as it was "after hours". 

Only due to the kindness of staff had I got to appointment and back.

Appointments are scheduled after 5:00pm. There are very few blue badge spaces near main doors. Not being able access car park from nearest door is another barrier (even if door is "staff use only")  It is the only other door near to the blue badge car park. The distance to main door is too great. 

Not everyone who needs these uses a wheelchair or has someone with them.  It may not seem much further from the side door to those without mobility restrictions but that extra distance is not manageable.

Without staff kindness I would have fallen.

Why is there not a process in place for access to the car park after 5:00pm?

It is embarrassing to be put in position of nearly falling , not being able to simply access car park.

Increased pain, decreased ability for moving , 

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran last week
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 09/08/2022 at 10:02
Published on Care Opinion at 10:02


picture of Pamela Gibson

Dear Elle2

I would like to apologise for your recent experience whist attending your appointment at Crosshouse Hospital

The door you are referring to is physically locked at 5pm and this is to ensure security and safety of the Physiotherapy Department, which is empty after 5pm. I appreciate that the disabled drop-off areas closer to the main door have a restricted time limit of 20 minutes however, just at the zebra crossing, we do have alternative blue badge spaces which may be beneficial to you.

Kind Regards

Pamela

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Elle2 (a service user)

The spaces you mention were occupied. The number of spaces near the front door for people with reduced mobility are minimal. To indicate that everyone with reduced mobility needs to be accompanied is not equitable.

I appreciate your comment about security, but it does not change my comment that if there is a disabled parking area surely it should be accessible to those who require it.

If there are appointments which are either after 5:00pm, are finished after 5:00 pm, run over time (which is very common) surely accessibility should still be facilitated?

Surely there needs to be that this information is publicised so people are aware

That there could be a commitment that if this car park is used security could be arranged to open the door when needed. That the lock could be an accessible one.

There are other considerations than just to say the doors are locked for security of the dept. The dept. is accessible after 5:00pm from inside the hospital.

Access to appointments are difficult to reduce this further?

If not for the kindness of staff who went above and beyond I would have sustained a significant fall.

As it was I ended up having to sit for a long time until I could leave which had its own impact.

There are many situations that a blue badge covers, there does not seem to be a realisation of different needs. Nor any interest in improving disabled access by your answer

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran last week
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 09/08/2022 at 13:01
Published on Care Opinion at 13:01


picture of Pamela Gibson

Dear Elle2,

Thank you for taking the time to respond to me and I apologise that I was not able to answer your concerns appropriately.

I would very much like to try and resolve these concerns for you and, if you feel this would be helpful, could you please contact me on pamela.gibsob@aapct.scot.nhs.uk.

Thank you

Kind regards

Pamela

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Elle2 (a service user)

I have emailed you as you suggested.am responding here as I feel that there should be updated info available to all.

I hope that there is a resolution found as not everyone impacted will be able to use this route or similar to highlight accessibility difficulties.

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran last week
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 10/08/2022 at 09:35
Published on Care Opinion at 09:35


picture of Pamela Gibson

Thank you Elle2,

Unfortunately I have noticed an error in my e-mail address - which should read as pamela.gibson@aapct.scot.nhs.uk. My apologies for this.

Alternatively, I can be reached on 07702 775705.

I agree that a solution is required and I would like to work with you to achieve this.

Thank you

Pamela

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran last week
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 11/08/2022 at 15:25
Published on Care Opinion at 15:25


picture of Pamela Gibson

Dear Elle2,

Following your response yesterday, I spoke to a colleague within the Physiotherapy Department and they were able to confirm that the external door to the Department at the disabled packing bays is locked at 5pm each evening. The doors to the internal corridor are closed over, however they are not normally locked until later when the department staff have left.

There was existing signage at the external door to advise that the entrance is for patients attending the physio department and for blue badge holders, however it did not advise that the doors would be locked at 5pm. This has now been rectified and the notice now advises that the doors will be locked at 5pm and that the main hospital entrance should be used to exit the building after that time. A further notice has also been added to the corridor side of the internal doors to advise that the external doors are locked at 5pm thereby preventing an unnecessary journey through the department for patients only to find the external door locked.

I realise that this does not help with the situation you found yourself in and I apologise that this was the case, however we do thank you for bringing this to our attention and hope that the actions we have taken will prevent this situation from occurring again.

With Kind Regards

Pamela

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Elle2 (a service user)

I think you have maybe missed part of the problem

The blue badge scheme is to assist with access.

Locking the doors (while still able to access from inside hospital 24hours ) to the only blue badge specific for the whole hospital is discrimination.

Expecting a patient to have to bring accompaniment to an appointment just because of a disability is consciously placing additional barriers.

Security provide an unlocking door service later on of required for various reasons.

Why does a patient who has no choice but to use a blue badge not hold the same value as an eg on call member of staff who has been called in for duties associated with their employment role

Response from Laura Harvey, Quality Improvement Lead for Patient Experience, Nursing Directorate, NHS Ayrshire and Arran 7 hours ago
Laura Harvey
Quality Improvement Lead for Patient Experience, Nursing Directorate,
NHS Ayrshire and Arran
Submitted on 18/08/2022 at 10:35
Published on Care Opinion at 10:35


picture of Laura Harvey

Dear Elle2

I was sorry to hear of your experience regarding access to the blue badge car park. I fully agree that it is important that appropriate access to these bays are provided. As a result of your feedback, Pamela has arranged for these doors to now remain open beyond 5pm to ensure access to the car park. I hope you are satisfied with this solution.

Thank you once again for getting in touch.

Best Wishes

Laura

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Elle2 (a service user)

Thank you Laura, much appreciated by all who need to use these spaces

Opinions
Next Response j
Previous Response k