"Visit to A&E at night"

About: Ninewells Hospital

(as the patient),

I saw the sign on entry to the car park which said I could park for a maximum of 4 hours. It did not say I needed a ticket for this. There was also nothing at the A&E desk to indicate I needed a ticket. It was dark outside and I didn't see any big sign saying "you must pay here" on my trip from the car to the door. As I was unwell my mind was occupied on getting in the door in one piece. After a wait of around 2 hours I was treated and left to find a parking charge notice on my car. They want £40.

The NHS is supposed to be free at the point of service, but I was expected to find money while attending what is quite obviously an Emergency department and in the middle of the night too! People who are attending have their minds on important things - their illness/ill family member not on looking about for instructions on paying for a ticket. If you require a ticket please make this very clear at the entrance to the car park and at the desk inside.

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Response from Caroline Hiscox, Associate Nurse Director, NHS Tayside

Dear Unhappy Driver,

Thank you for letting us know that there is more we could do to make parking payment signage clearer to those attending the Emergency Department. I recognise that parking can be a source of frustration for everyone but particularly for patients and relatives/ visitors at a time when, as you quite rightly point out, your mind is on more important things.

I believe that contact details of the VINCI parking team are contained within the ticket you received but it may be helpful to have a conversation with Michelle Kettles to discuss the details of your situation, Michelle can be contacted at feedback.tayside@nhs.net

Kind regards


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