"Car park"

About: Good Hope Hospital

24/4/2015 Visited today with disabled Mother In Law [ Oncology Dept. ] for an appointment at 12.15. Waited and waited to leave at 2.00. we'd parked on the car park next to that Dept. and went to pay. Checked time and tariff = £3.75. Inserted ticket which wasn't identified by the machine. Tried again and again and finally pressed intercom. Abruptly told you'll have to come to the cabin. Which cabin. On the other car park. Which car park? The other one ! Can't you just open the barrier? No you'll have to come here! Waked to cabin to be told that the fee is £4.75. Asked why not £3.75 to be told that the time had just clicked over. Politely explained that if the machine had recognised the ticket and I'd not had to walk down to the other cabin the fee would have been £3.75. The member of staff told me that's not my problem the machine tells me how much to charge when I put the times in. Customer Care? It's not the money but the principle of how it was my fault and how ride and unhelpful the attendant was.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Mr Graham

Thank you for your post regarding your experience in the Car Park Service at Good Hope Hospital.

I am sorry to read that you felt the attendant was rude and unhelpful and I would like to assure you that this is not the standard of service expected by our staff.

I have highlighted your experience to Gail Felton our Parking and Security Manager and await her response.

I hope this is acceptable and please contact me directly on 0121 424 0808 or by email:

marie.helebert@heartofengland.nhs.uk, so that I can update you as to Gail's response and any action taken.

I look forward to hearing from you.

Kind Regards

Marie Helebert

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