Parking issues continue at West Berkshire Community Hospital
Recent hospital parking changes continue to cause a stir.
But the hospital's parking provider claims the situation is being dealt with.
The new parking system was introduced at West Berkshire Community Hospital earlier this year by Total Car Parks.
One patient, who would prefer to remain anonymous, sent an appointment letter they received in September to the Newbury Weekly News, confirming the hospital didn't effectively communicate the new system to patients ahead of their arrival. The document footnote reads: "Please note that the car parking charges at WBCH have increased in line with the other community hospitals in Berkshire. The new charges will be 2hrs= £1.00, 4hrs= £2.00, over 4hrs= £10."
But, the patient said, nowhere does the letter notify patients that they should pay on exit from the hospital reception or via phone or app on their arrival.
Managing director for Total Car Parks, Essy Eslamian, responded saying: "Unfortunately, you have to go back to the hospital and talk to them. Obviously, we are working with them."
Regarding cancelling the fines issued to patients who have been caught out by the new rules, Mr Eslamian said: "I don't know about that, I cannot make a comment on that, but things have been dealt with. The hospital is aware and they are dealing with it."
The lack of clarity has confused regular patients, including one Thatcham resident who wrote to the Newbury Weekly News saying: "They [the hospital] claim to have put up signs to inform drivers, not thinking that if a person has used a certain parking method for years, it is good enough to put up a countermanding sign. I didn't look for a sign because I didn't know to, as it hadn't been necessary for years."
The resident added: "I had an appointment [at WBCH] on September 9 and my appointment letter stressed that parking arrangements remained as the usual 'Pay and Display', but I was still fined £60. The parking instructions were out of date and totally incorrect."
Another patient, who lives in Newbury, has also received a hefty fine after dropping off and picking up a neighbour attending an appointment. After filing a complaint with the hospital administration, they were informed they "should be able to drive through the car park without charge".
"There seems to be two pictures missing of me leaving the car par after 12pm and the one of me entering the car park after 1pm to pick up my neighbour," they explained.
A hospital spokesperson said: "We have received around 25 emails from visitors regarding fines they received due to misunderstanding the requirements for the new car parking system. However, we have ensured that the fines have all been cancelled, and have provided advice on how they can pay for their parking in future.
"New signage outlining how the new system works will shortly be installed around the site and temporary signage will be put up in the meantime."
According to WBCH, a sign informing patients of the new parking system was first installed in the car park on Monday, June 27, with further signs going up in July.
Total Car Parks advises visitors dropping off passengers to avoid entering the car park, and to instead use the dedicated drop off area located on Turnpike Way by the bus stop.
Total Car Parks is a private limited company registered in Colchester and has managed the hospital's parking since 2015. The company is an approved member of the British Parking Association, which confirmed it has not received any complaints or opened any investigations against the parking provider.
