"We brought our daughter to this ..."
About: Royal Stoke University Hospital Royal Stoke University Hospital Stoke-on-Trent ST4 6QG
What could be improved
We brought our daughter to this hospital to have an EEG, this part of the proceedure was fine. The problem we have is not being from the area we were totally confused as to where to claim our travelling expenses from. There was no clear help with directions as the cashiers department was not even at the same hospital! When we did finally find the correct department, we couldn't claim our travelling expenses because I didn't have id, although I had the information of my husbands income suppport and my daughter's appointment letter, all of which is all I previously provide when attending our local hospital. It would have been helpful if on the letter sent out to us this information was on the letter. I found everything about the whereabouts of the cashier'sofice and the staff themselves at the cashier 's office most unhelpful and to make matters worse, whils't waiting for me to obtain our travelling expenses, my husband was harassed by over zealous parking warderns who threatened him with a ticket within the space of 5 minutes of being there and dispite having a disabled parking badge.
It is 5 weeks since we attended this appointment and we are still awaiting payment for attending the hospital. I was promised 2 weeks ago that my payment was being sent out within a couple of days, however having phoned yet again last week I was told my payment was STILL in the office waiting for it to be signed. A week to the day and it obviously still hasn't beeen signed as I still do not have it, this is disgusting as we are on a very low income and have ended up going out of the county on 3 seperate occassions to have tests done on my daughterand we depend on these expenses. I would like to make a formal complaint about the way we have been treated and the disgraceful delay in receiving the payment, however once againit is baffling trying to find out information on who and where I can write in order to do this.
Please provide details on where I can write to the hospital of the delay and the treatment we received trying to get our travel expenses.