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Great staff but parking is a disgrace

Story from nhs.uk

"Great staff but parking is a disgrace"

About: North Tyneside General Hospital

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I arrived at the AE department on 24.10.13 with heart problems...I wasn't aware of the changes to the parking set up and with no clear signage I was left confused and quite frankly I was more concerned about my own well being to be looking for what I later found out a pre payment machine where you have to key in your reg number and pay a provisional charge for the time you think you will spend at the hospital....After 2.5hrs I was released from hospital and since there were no barriers down I just assumed they were out of order. On 4 November I received a rather intimidating letter and a penalty for £70! I disputed it on the same day only to receive another demand few days later even though the fine was supposed to have been suspended pending the appeal.The time for Parking Eye to reply to my appeal has lapsed today.... This is a farce and a let down to a otherwise great hospital.

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Responses

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

Submitted on 23/11/2013 at 11:08
Published on nhs.uk on 24/11/2013 at 03:00

Dear Ray I was really sorry to read that you were not aware that a new parking system had been introduced at North Tyneside Hospital. It is never our intention to make our patients feel that they have been unfairly treated. I do understand that you have already made an appeal but if you think you some assistance from ourselves might be helpful please email me at Joanne.Mackintosh@northumbria-healthcare.nhs.uk Can I assure you that we are listening to what our patients are telling us in relation to the new parking system and working hard to see how we can resolve some of the issues that they are telling us about. Best Wishes Jo

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Response from Annie Laverty, Chief Experience Officer, Patient Experience, Northumbria Healthcare NHS FT 10 years ago
We are preparing to make a change
Annie Laverty
Chief Experience Officer, Patient Experience,
Northumbria Healthcare NHS FT

Submitted on 23/11/2013 at 11:41
Published on Care Opinion at 11:42

picture of Annie Laverty

Dear Ray

I was really sorry to read that you were not aware that a new parking system had been introduced at North Tyneside Hospital.

It is never our intention to make our patients feel that they have been unfairly treated. I do understand that you have already made an appeal but if you think you some assistance from ourselves might be helpful please email Joanne.Mackintosh@northumbria-healthcare.nhs.uk

Can I assure you that we are listening to what our patients are telling us in relation to the new parking system and working hard to see how we can best resolve some of the issues that they are telling us about.

Best Wishes

Annie

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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 22:02
Published on Care Opinion on 07/04/2014 at 09:10

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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