"Parking at Townsville Hospital"

About: The Townsville Hospital

(as the patient),

My experience relates to paid car parking at Townsville Hospital. My wife and I came early to have a blood test. On arrival we took a ticket from the machine and on exit went to pay and chose a $10 seven day pass as we knew we would be making multiple visits over several days. On coming back the same day we re-entered car park and we took another ticket, as we did not know how the system worked.  On getting into the foyer we saw a parking officer by the ticketing machine. After waiting for this person to finish talking to what it turned out to be a 'friend' for 10 minutes, we finally had to 'butt in' to get advice on how to use our seven day pass. The information was gladly given and explained but my 'gripe' is that there were no instructions on or around the ticketing machine or anywhere on the ticket as to how to use it! Surely a sign could be erected to explain this? Trust something will be done to correct this situation for future users.

Responses

Response from Karina Finch, Nursing Director Patient Services, Townsville Hospital & Health Service 4 years ago
We are preparing to make a change
Karina Finch
Nursing Director Patient Services,
Townsville Hospital & Health Service

I am responsible for the areas that manage patient safety, patient experience, client liaison and mortality review.

Submitted on 19/02/2016 at 19:21
Published on Care Opinion on 22/02/2016 at 10:51


Dear paid parking pain

We are very grateful for your feedback as this helps us to identify where we need to make improvements. I am sorry to hear of your difficulties in finding clear instructions regarding the ticket machine and parking system. This must be very challenging and frustrating for anyone that is not familiar with how the system works, so we need to address this as a matter of priority.

I have forwarded your feedback to the Director of Commercial Services and requested they consider displaying instructions regarding payment for car parking and use of the ticket machine, in line with your suggestion.

Thank you again for taking the time to highlight this issue to us. I am sure many other visitors to our organisation will also be very pleased you brought this matter to our attention.

I wish you and your wife all the very best.

With Kind Regards

Karina Finch

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Julie Shepherd, Nurse Manager Patient Experience, Patient Services; Clinical Governance Directorate, Townsvillle Hospital and Health Services 4 years ago
Julie Shepherd
Nurse Manager Patient Experience, Patient Services; Clinical Governance Directorate,
Townsvillle Hospital and Health Services
Submitted on 09/06/2016 at 08:33
Published on Care Opinion at 08:50


Dear paid parking pain,

I am writing to you to provide you with an update as a result of your feedback regarding the parking ticket machine process at our hospital.

Our hospital Campus and Security Services Managers and I, ‘walked in the patients shoes’ to scrutinise the parking ticket machine process and instructions for payment. This review resulted in an agreement that the system certainly could be improved.

I have had word from our Campus Manager, and I am happy to report to you, that the entire parking practices will be reviewed. Preparation work is now underway for the review!

So thank you one again for sharing your story with us so that we can learn from your experience.

With kind regards

Julie Shepherd

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful