"Parking at Heartlands Hospital"

About: Heartlands Hospital

(as a carer),

We are entitled to free parking at Heartlands Hospital as my husband receives ESA and PIP. We took the relevant letters and parking ticket to the parking office at the end of our visit. We were eventually dealt with very officiously and told that they would 'allow us' the free parking this time but next time we would need 'more up to date' proof. They then proceeded to mark the letter with a large cross.

The award letters are issued annually and this particular one is valid until July 2016.

We were made to feel very small and dealt with like something that needed to be scraped off their shoe.

I feel that a refresher course in customer service is required at the very least.

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

Dear philssal

Thank you very much for your feedback about the parking team at Heartlands Hospital. I am sorry to learn that you were dealt with in an unhelpful, officious way.

I will ensure that your feedback is highlighted to Gail Felton, Manager for Security and Car Parking, and update you once I have received her feedback. I would appreciate it very much if you could contact me at your convenience on 0121 424 0808 or by email: marie.helebert@nhs.net.

I hope that my actions are acceptable and I look forward to hearing from you.

Kind regards

Marie Helebert

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