PCN at Chase Farm Hospital, Enfield

dadsma

Hi all, 
The disabled blue badge holder waited while a hospital “concierge” helped another patient enter the required blue badge and vehicle details into the machine in the reception area. The concierge then helped our BB holder and explained it can be tricky to use the machine.

A week later the registered keeper received a parking charge notice for failing to abide by parking t&c’s.  The BB holder was alarmed and upset by this so they telephoned the hospital and spoke with a “lovely helpful lady” in the Estates Department, explained what had happened and asked the “lovely helpful lady” to please get the pcn cancelled.  
Unfortunately the “lovely helpful lady” said that the hospital is unable to help and an appeal would have to be made to Parking Eye directly.

Doesn’t the hospital have a duty of care to their patient when a member of hospital staff is involved in the process of entering details and something has gone wrong in that process?  

In addition, why would the “lovely helpful lady” in the estates department be unable to help?  
My thought is that the Trust’s contract with Parking Eye must contain a provision precluding the Trust from being able to request or instruct PE to cancel a pcn.

Thank you in advance for your help.

Okell

You need to post on this board:  Parking tickets, fines & parking — MoneySavingExpert Forum

I'll ask for it to be moved

dadsma

Oops, sorry and thank you Okell!

Okell

I've asked for it to be moved.  One of the site team will do it.

You'll get more appropriate advice on the dedicated parking board

KeithP

dadsma said:

 
Unfortunately the “lovely helpful lady” said that the hospital is unable to help and an appeal would have to be made to Parking Eye directly.

In addition, why would the “lovely helpful lady” in the estates department be unable to help?  

The lovely lady needs reminding of the 

NHS car parking guidance 2022 for NHS trusts and NHS foundation trusts

In there you will find...

Contracted-out car parking

NHS organisations are responsible for the actions of private contractors who run car parks on their behalf.

GrannyKate

Contact PALS at Chase farm

The Patient Advice and Liaison Service is provided by the Patient Experience Team and is available from Monday to Friday between 10am and 4pm. 

Tel: 020 8375 1328

Email: rf-tr.cfhpals@nhs.net

If they don't help make it a formal complaint to the CEO. 

Coupon-mad

It will be cancelled once you insist.

dadsma

Our Draft request to cancel - to be sent to PALS.   Any suggestions for improvements please?

Cancellation of PCN

Dear sirs,

Re pcn no. xxxxxxx

Vehicle reg xxxxxx

One of your “concierge” staff helped the disabled BB holder patient enter details on the reception machine.  The concierge said it can be a bit tricky.   Something clearly went wrong with the process and I have received a pcn.

You will be aware that the Trust is responsible for the actions of its staff and also that the NHS contracted-out parking documentation states  “NHS organisations are responsible for the actions of private contractors who run car parks on their behalf.”

 

The BB patient is very upset that the pcn was issued.  Please instruct Parking Eye to cancel and we look forward to your confirmation.

Coupon-mad

The Heading should be FORMAL COMPLAINT

the end needs to be time-bound.