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Hospital and treatment fine, but parking a problem...

Story from nhs.uk

"Hospital and treatment fine, but parking a problem..."

About: North Tyneside General Hospital

I drove my wife to an appointment on 24 Feb which was our first visit to the hospital. My wife was seen promptly and was satisfied with the treatment. I could not park at outpatients car despite circling several times, and was forced to leave by following cars. I circled the whole site and checked all car parks and roadside parking not restricted. I could find no space so left my car on an area of hardcore off the road which had a few vehicles but lots of space - it had no fencing, barriers, notices or meter. I walked back to outpatients to tell my wife I would have to park offsite but she had been seen promptly so we walked back round to the car and left. We were on site in total 40 minutes. I later received a parking charge of £70. I appealed this on the grounds that £70 is punitive compared to the £1.20 charge for 40 minutes, and that no parking facilities had been available - I don't expect to be fined for being unable to park! I have used the Wansbeck site frequently and not had a problem on a few occasions when I have failed to get a space and left the site again after some time to find offsite parking. I have had no contact from Parking Eye since appealing several days ago. Their appeals website does not seem to have a system for progressing appeals, and does not give a phone number so I have now missed the 14 day period for making a discounted payment. My time on site and the continuing fine issue have both been very frustrating.

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Responses

Response from North Tyneside General Hospital 10 years ago
North Tyneside General Hospital

Submitted on 17/03/2014 at 09:51
Published on nhs.uk on 18/03/2014 at 03:00

Dear Sir, Many thanks for sharing your views and giving us the opportunity to try and help resolve matters. I am very sorry that you were left feeling so frustrated with the parking arrangements during your recent visit to North Tyneside hospital. I would like to help out if I can and would be grateful if you can get in touch with me directly on annie.laverty@nhct.nhs.uk so that I can take this matter forward on your behalf. You should perhaps know that the Trust has listened to, and is concerned by, the many issues raised by patients and families, since the Parking Eye system was installed. As a result, we are entering into urgent discussions with Parking Eye Ltd to find a way of addressing these concerns and preventing any recurrence of the issues which have been reported to us. With all best wishes and look forward to hearing from you, Annie

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Response from Annie Laverty, Chief Experience Officer, Patient Experience, Northumbria Healthcare NHS FT 10 years ago
We are preparing to make a change
Annie Laverty
Chief Experience Officer, Patient Experience,
Northumbria Healthcare NHS FT

Submitted on 17/03/2014 at 10:10
Published on Care Opinion at 13:53

picture of Annie Laverty

Dear Sir,

I was so sorry to hear about your recent visit to North Tyneside and the frustration you experienced trying to park.

I would like to help out if I can - please contact me directly on annie.laverty@nhct.nhs.uk - I am sure I will be able to get matters resolved for you.

Many thanks, Annie

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Response from Annie Laverty, Chief Experience Officer, Patient Experience, Northumbria Healthcare NHS FT 10 years ago
We have made a change
Annie Laverty
Chief Experience Officer, Patient Experience,
Northumbria Healthcare NHS FT

Submitted on 04/04/2014 at 21:36
Published on Care Opinion on 06/04/2014 at 13:06

picture of Annie Laverty

Dear Sir,

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.

With all best wishes,

Annie

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