"Incorrect information about disabled parking from..."

About: Sunderland Royal Hospital

What I liked

Once we got over parking difficulties and delays because of incorrect information given by surly and unhelpful security staff the nursing staff and doctors were very helpful

What could be improved

This is a complaint about security staff giving incorrect information about parking for the disabled. This lead to a critical delay in getting a seriously ill patient attended. What are your provisions for making a compaint?claim These seem not to be readily available on you website.

Anything else?

I arrived at the hospital on Christmas Eve with a dangerously ill patient who was in severe pain. As we have a disabled driver badge we parked in a disabled bay. In accordance with directions in the foyer we rang security to give our car details. The surly person I spoke to had no idea about the procedures. They said I should return to the car to collect the badge as I needed the badge number before I could register with security. They told me I would have to ring again once the badge was in my possession rather than in the car where it was on display. They could not have been more rude and unhelpful. I told them that we had a critical patient but they could not have cared less. Once I had retrieved the badge I rang again this time getting a different security operative. They said they just needed the car number and the badge holders name. No details from the badge were needed. They could not understand why their colleague had told me this.

The delay caused by giving the wrong details meant that stress was unecessarily ramped up in an already extremely stressful situation. More importantly a patient's treatment was delayed and his life was endangered because security staff were at best untrained and at worste bloody minded with no concept of customer service.

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Responses

Response from Sunderland Royal Hospital

Thank you for your comment, we apologise that your experience at the hospital has not met the standards which you could reasonabably expect. Your complaint has been passed to the relevant area who will investigate this and provide you with a response. We would be grateful if you could email us at corporate.affairs@chsft.nhs.uk with your details so that we can do this.

Our complaints department can be contacted on complaints@chsft.nhs.uk if you have any further issues.

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