"car parking"

About: North Tyneside General Hospital

I have visited this hospital many times over the years and have never had cause for complaint, in fact quie the reverse, the doctors, nurses and receptionists have always been very kind considerate and helpful. However in October I visited a very old friend who had just been diagnosed with a terminal illness. On arrival I managed with great difficulty to pay the car park fee for one hour, the key pad is small and awkwardly placed and not in alphabetical order, why not? After a very upsetting visit I left feeling very distressed and thinking I was just withih the one hour limit. Ufortunately I have today received notification of a parking fine for being one minute and 2.26seconds over time, is there not even a small leeway allowed? I am 85 years of age and not in the best of health. , so am quite upset at the situation. Had I checked the time before leaving I would by then have been over the time anyway, not that I would have objected to the valid additional 30 min charge. Also time spent trying to pay on arrival detracts from visiting time left. I would also mention that in the letter giving choices of how to pay the fine, the reference to possible additional charge for payment by debit or credit card is under the heading for payment by post and cheque, and not next to payment by internet or telephone when the cards would be used. The whole experience has added unecessary stress to a very sad occation. A number of my friends have also expressed annoyance and criticism of the new parking arrangements. I would be glad of your comments.

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Responses

Response from North Tyneside General Hospital

Dear Sir / Madam, I am so sorry for any distress this has caused you at a time when you were already dealing with some very sad news of your own. I very much want to help you with this and would be grateful if you would contact me directly annie.laverty@nhct.nhs.uk so that I can help. My mobile is 07876502899 Please do get in touch - I'm sure we can rectify this for you. Apologies once again for any upset caused - it is the last thing we would want for our visitors. Thank you for your very kind words on the quality of care you have received at North Tyneside over a number of years, they mean a lot. With all 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 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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