"We were told we were not allowed to park"

About: Heartlands Hospital / Clinical haematology

(as a relative),

In early January at 2. 15, after visiting my brother in Ward 19, at Heartlands Hospital, we were stopped at the barrier to the car park and told by a very uncaring woman, we would not be allowed out of the car park as we had not shown a letter to the office. This letter has been shown on several occasions. We were also told that we would have to start paying as from Monday, but we have a letter which states that we have free parking until 31st March. We cannot continue taking the letter to the office when we park in the disabled bay in the car park and the office is over 200 yards away. My brother had the same problem when he visited on the night time and received abuse by the same woman.

The last thing you need when a member of the family is so poorly is abuse and people being unhelpful and uncaring.

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Response from Iona Belgrove, Patient Services Manager, Heart Of England NHS Foundation Trust

Dear Quality472

I am sorry to read about your experience at Heartlands Hospital. I have forward your feedback to our Security Manager for Car Parking. Please be assured that our Trust takes your concerns raised about the member of staff very seriously and would like to look into resolving the issue of the free car parking for your brother.

Could I please ask for you to contact me on 0121 424 0808 or email me at iona. belgrove@heartofengland.nhs.uk.

Many thanks


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Response from Mark Newbold, Chief Executive, Heart of England Foundation Trust

picture of Mark Newbold

Dear Quality472

I sincerely apologise. There is no excuse for uncaring behaviour, at any time, and I will follow this up with the Director responsible. Thank you for letting us know

Kind regards, Mark

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