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Travel claims procedures

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"Travel claims procedures"

About: Royal Cornwall Hospital (Treliske) / Endocrinology

After a very professional and caring appointment we went to claim our travel costs.The rates had been cut by NHS Kernow which we were not informed of when claiming.We questioned the amount received and was told of the change and given the updated amounts.

When I again checked the form I found we had been assessed at the wrong engine/fuel level.

Returning to the office we were just in time for their lunch break.Why do all members of the payments office have to have their lunch break at the same time?What do the members of the public do whilst they are away at lunch?

Not good enough for a twenty four hour hospital.Have had many problems with this section in the past and thought that it had improved greatly in recent times.

How can you run an office efficiently when it shuts for lunch?

PS Outpatients department not listed on dropdown box?

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Responses

Response from Royal Cornwall Hospitals NHS Trust 6 years ago
Royal Cornwall Hospitals NHS Trust

Submitted on 15/11/2017 at 13:07
Published on Care Opinion at 16:13

Thank you for taking the time to post a review of Endocrinology at Royal Cornwall Hospital. I am pleased to hear that you experienced a professional and caring appointment. However, I am sorry that you encountered some issues when trying to reclaim your travel expenses. I have contacted the Manager for General Office who is responsible for reimbursing eligible patients and he has provided the following statement:

“The Trust follows the Healthcare Travel Costs Scheme Guidance regarding the payment of travel claims to patients on certain qualifying benefits. The mileage rates payable for travel to NHS appointments are set by Her Majesty’s Revenue and Customs. NHS Kernow has set the rate to be paid to all Cornish patients at 9 p per mile. However, NHS Kernow has advised the Trust that a higher rate of mileage can be paid on production of the vehicle log book showing the engine size of the vehicle and the fuel type used by the car. NHS Kernow can be contacted on 01726 627670.

In respect of closure of the General Office over lunchtime, I apologise for the inconvenience this causes. The office usually only closes for lunch on Monday and Tuesday, which is when we have just two staff on duty. We close for lunch, when we have two staff on duty as the Trust’s internal procedures around cash handling requires, and indeed to ensure the security and safety of our colleagues is that we must to have two cashiers on duty in the General Office when handling money is involved. We are hoping to be able to significantly reduce our need to close for lunch.

I apologise for the difficulties encountered and would like to assure you that are working to resolve the issues raised for the benefit of all visitors and staff to the General Office”

I hope the above response is helpful. If you do experience any further problems, please do not hesitate to contact me on here or alternatively leave a message with our Patient and Family Experience Team (Complaints) on 01872 252793 or email rcht.patientexperience@nhs.net.

With kind regards

Michaela Brewer, Patient Experience Coordinator

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