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Rediculous parking! Fantastic staff!

Story from nhs.uk

"Rediculous parking! Fantastic staff!"

About: North Tyneside General Hospital

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Last Saturday my baby boy had to come into Rake Lane to be checked out, he had to stay in overnight for observation and so my sister came down with some overnight things for me. She parked in the car park and paid for an hour straight away. She brought in the overnight things and left. Today she has received a fine for £70, after more than a week she cannot find the ticket and there is nowhere for her to contact to complain that she in fact paid. I am now waiting to see if I get a ticket even though I paid for a 24 hour period. The whole parking thing was so complicated that even though a nurse told me I would be exempt from paying all I needed to do was register my car on the system and give the ward my registration then I wouldn't have to pay I ended up paying as the thing was too complicated and wouldn't let me register my car without paying. The £70 fine my sister got is unacceptable. How can they charge her that when she paid and she was only dropping off things for my sick baby. The staff on the ward were amazing but I think in future I'll go to the RVI if this is what happens in your car parks!

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Responses

Response from North Tyneside General Hospital 10 years ago
North Tyneside General Hospital

Submitted on 26/09/2013 at 12:48
Published on nhs.uk on 27/09/2013 at 04:00

Dear Madam   I am so sorry to hear that both you and your sister have had a poor experience of the new parking system.   I would also like to apologise, as the information you were given on how to receive an exemption from parking charges that was not entirely correct. Staff are able to log your registration for an exemption from parking charges but there is no requirement for you to register your registration beforehand. I will ask the matron to discuss this with the team, so they are able to provide patients with the correct information in the future.   I understand that you find the fine for your sister unacceptable when you state that she had purchased a parking ticket that covered the time she was parked. Please contact me at Joanne.mackintosh@northumbria-healthcare.nhs.uk as I would like to help you both with this situation.   Thank you for you very kind words about the staff, I know it will mean a great deal to them.   I do hope that your little boy is fully recovered and feeling happy and well.   Best Wishes   Jo Jo mackintosh - Patient Experience Team

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Response from Annie Laverty, Chief Experience Officer, Patient Experience, Northumbria Healthcare NHS FT 10 years ago
We have made a change
Annie Laverty
Chief Experience Officer, Patient Experience,
Northumbria Healthcare NHS FT

Submitted on 04/04/2014 at 22:13
Published on Care Opinion on 07/04/2014 at 09:17

picture of Annie Laverty

Just to update you that the outcome of this. The Trust has made an important change and reached an agreement which will result in the termination of the management contract with Parking Eye on all Northumbria premises.

I hope this provides you with some assurance of our determination to listen and respond to the needs of our patients and the local people we serve.

Thank you for bringing your concerns to our attention.

With all best wishes,

Annie

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