CPP/PE ANPR PCN - University Hospital Car Park Coventry **CANC'D After MP Got involved**

[Manxman in exile]

On ‎13‎/‎06‎/‎2019 at 20:13, Hannay100 said:

Thank you HB, and I will certainly take up your suggestion on the next occasion - which regrettably I am sure will not be a long way off.

 

Kind regards

 

HH

 

 

 

Just in case something similar happens again, I would suggest using a mobile 'phone to video the terminal as you try in vain to input your reg no., particularly the display "Not recognised" or whatever it says.

 

If this is a new parking regime it is more than possible that PALS have not had to deal with this sort of problem previously and don't understand that the trust ought to be able to override it.  I'd try to speak to them again, and explain tactfully, that the parking company are agents of the trust and the trust can tell them to cancel it.  (I used to work in the NHS and PALS can be good at what they know about - not so good at what they don't.)

 

Chase up any complaints you've already made.  Personally I wouldn't use registered/recorded, just first class with proof of postage from a post office.  This is legally presumed to be delivered two days later unless the recipient can prove otherwise - not easy for them to do.

 

I would also try to contact the trust's Estates & Facilities Dept. as they are probably the people who manage the parking company's activities and may already have dealt with similar problems.  See if you can find contact details on the trust's website.  (E&F depts. usually have well tried procedures for complaints and queries etc)

 

 

[Manxman in exile]

In any follow up you make I might be inclined to point out indirectly how disappointing it is that the trust's reputation locally could be damaged by bad PR resulting from their failure to reasonably control the activities of their parking contractor.  When members of the public are affected by this sort of equipment failure, it's not the parking contractor that the public perceives as the problem, but the hospital for appointing that contractor.  The local press (and MP) always like a good human interest story to bash the local hospital with. 

 

Not sure how you'd word it but you get the gist - you just don't want to be seen to be threatening them!

 

As a sweetener, you could suggest to them that your predicament gives them an opportunity for improvement.  You won't be the first (or the last) person to be leaving the car park at 5am.  The trust should ensure that there are adequate procedures in place in the event of APNR failure to ensure that you don't have to leave the car park not knowing whether you are going to get an invoice or not.  Notices and 'phone numbers at the pay terminals, better staff training, telling the parking company what is, and is not, expected of them.

 

(PS - at my trust, action was always taken at the slightest hint of a complaint going to the local MP).

 

Not advice - just suggestions for your consideration.  I'm not qualified as to how you should approach the parking company.

 

BTW - similar system recently introduced at our local Sainsburys.  A couple of months ago I left without validating my reg no. (my error) but otherwise complied with the T&Cs.  Sainsburys wouldn't help (it was a new system and mine was one of the first queries and they didn't know what to do!).  I was prepared to receive and challenge any parking invoice but was pleasantly surprised to receive only a warning letter notifying me of the infraction and asking me not to do it again!

[Manxman in exile]

Just looked at their website - not obvious where E&F is - may be contracted out. 

 

Also not obvious where you send complaints to - although it says you should get an acknowledgement within three days with a 'phone number to discuss it with if you want to - see Complaints FAQ.   (EDIT: Sorry there is an address:  https://www.uhcw.nhs.uk/contact-us/did-we-get-it-right/

 

I see their values include Compassion, Improve, Learn and Respect...   I don't think you can separate the experience of relatives from that of patients.  (It seems to be implied that you need to be a patient to complain).

 

Good luck

 

PS - there must be an admin dept that deals with parking.  Have you tried ringing the main switchboard and asking?  (Sorry if you've already covered that above).

 

 

[Manxman in exile]

Ok - looks like you've done what I'd have done re the hospital.  I'd keep at them though.

 

You'll have to rely on advice from others regarding Parking Eye as I know nothing about private parking charges.

[Manxman in exile]

Oh well done!  Ten out of ten for perseverance!

 

I don't know if I mentioned it on this thread or another one, but an enquiry from the local MP almost always guarantees immediate action.  (Unfair, I know, but you have the proof how effective it can be). 

[Manxman in exile]

If you are a nice person (I'm sure you are) I'd take this opportunity to point out to the trust that this presents them with a learning opportunity to put better processes and training in place.

 

But if you wanted to put the boot in...(1) I'd tell them it's totally unacceptable that management ignored your complaint until you involved your MP, and (2) how are they going to set about ensuring that all the other wrongfully issued tickets that early morning will be cancelled?  That second point is the sort of thing your local rag would love to know about!

 

But you're a nicer person than I am...

 

I'll leave it up to you to decide!