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Staff inconsistent regards claiming petrol expenses

Posted By Paulious

"Staff inconsistent regards claiming petrol expenses"

About: Royal Cornwall Hospital (Treliske)

(as a friend),

On a previous visit to the hospital I was able to prove my car was petrol, by using a road tax renewal reminder as it showed clearly the engine capacity and that it was petrol. Staff at that time were happy to use road tax renewal form as proof of engine capacity as well as fuel type.

However today tried to get fuel cost but staff seemed to lie about the road tax renewal form not having engine capacity indicated, even after showing them the engine capacity was clearly shown, they refused to take notice of it.

So I had to locate log book to show them, luckily I had brought log book just incase.

Your staff also said they needed lot of info from log book, but as it turned out that was not true, they only seemed to note the car engine capacity and fuel type, exactly same info on road tax renewal form.

Just annoyed we get told one thing one day,about what is needed to prove car engine type and size, then told another thing on other day. 

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Responses

Response from Michaela Johnson, QI Manager, Quality Improvement, Royal Cornwall Hopitals NHS Trust 5 years ago
Michaela Johnson
QI Manager, Quality Improvement,
Royal Cornwall Hopitals NHS Trust

Submitted on 28/03/2019 at 11:54
Published on Care Opinion at 16:25

picture of Michaela Johnson

Dear Paulious

Thank you for sharing your experience of trying to reclaim your travel expenses recently when you attended our hospital. My name is Michaela and I work within the Patient and Family Experience Team here at Royal Cornwall Hospitals NHS Trust.

I am going to share your feedback with the Manager for our General Office as they are responsible for helping patients to reclaim their travel costs when eligible. I completely appreciate the frustration it must cause when you are given inconsistent and conflicting information depending on who you speak to on the day you attend.

If you would like a direct response to your concerns, please contact our Patient and Family Experience (Complaints) team by leaving a message on 01872 252793 or email rcht.patientexperience@nhs.net (office hours Monday-Friday 9am - 4pm). A Case Worker will get back to you within 3 working days to discuss your concerns further with you.

Thank you again for sharing your experience.

With best wishes

Michaela Brewer, Patient Experience Coordinator

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Response from Michaela Johnson, QI Manager, Quality Improvement, Royal Cornwall Hopitals NHS Trust 5 years ago
Michaela Johnson
QI Manager, Quality Improvement,
Royal Cornwall Hopitals NHS Trust

Submitted on 29/03/2019 at 09:09
Published on Care Opinion at 12:20

picture of Michaela Johnson

Dear Paulious

As advised yesterday I have shared your feedback with Kevin Bolt, Manager of our General Office and he has requested that I share his comments with you:

I am very sorry that you have received inconsistent information with regards to the documentation staff are required to see in order to confirm the engine capacity of a vehicle. The Royal Cornwall Hospitals Trust follows the Transport Policy set out by NHS Kernow. The payment of a higher rate of mileage does require the office team to see the vehicle log book, showing the engine size of the vehicle that was used to travel to the appointment and the fuel type used by the vehicle, not a road tax renewal notification from the DVLA about the vehicle.



I will of course be sharing your feedback with my team and reminding them of the importance of providing consistent information to our service users. Thank you for sharing your experience with us.



I hope this provides you with the reassurance that your feedback has been taken on board and will help improve the service that the General Office team provides.

With best wishes

Michaela Brewer, Patient Experience Coordinator

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