"Good hospital shame about the car parking system!"

About: North Tyneside General Hospital

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My family have used this hospital many times in recent years and on two occasions in 2013. This, we have used Ward 2, the walk-in centre, A & E, Ultrasound and Ambulatory Care Unit. The staff have been very good and we have been treated well. There have been changes to the car parking system recently, so what was previously somewhat satisfactory (although expansive!) is now a shambles. There is no longer any indication of whether spaces are available so people were driving around the car parks waiting for people to leave. Furthermore, especially when you need A & E, it is impossible to predict how long your stay will be but you have to pay for parking on arrival then hope you are available, if you are able, to go back and purchase further parking time. The old system had none of these problems, so from our viewpoint, the change is a significant backward step!

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Responses

Response from North Tyneside General Hospital

Dear blackdoctor Firstly, thank you for sharing the positive experiences you and your family have had at North Tyneside Hospital in recent years. Feedback directly from our patients about the care they have received means so much to the staff in our hospitals. I was really sorry to read about the frustration you experienced in trying to navigate around our new parking system. We know that hospital car parking is often a contentious issue but it is so important for us to receive and listen to your feedback. We want to do all we can to improve communication about the changes and ensure things are made easier for patients, families and staff. One of the main reasons for the introduction of the new system, ParkingEye, was to remove the need for the replacement of existing payment and barrier machines which we estimate will save around £70,000 - money that will be directed back into patient services. You raise that you would prefer the option of paying on departure and I’m pleased to tell you that this is possible with the new system. We made the decision to advise people to make payment when they arrive and then top up with any extra before they leave so that they don’t forget their time of arrival or indeed forget to pay at all, however you are covered as long as you make payment before midnight on the day of your visit. You can find out more information on our website which you may find useful - www.northumbria.nhs.uk/parking. I do hope the next time you need to visit us it will be a smoother experience for you. With best wishes Annie Annie Laverty, Director of Patient Experience

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Response from Annie Laverty, Director of Patient Experience, Northumbria Healthcare NHS Foundation Trust We have made a change

picture of Annie Laverty

Just to update you on 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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