Do people have problems with paying for parking?
The DHSC guidance on hospital parking includes guidance on managing payment, including:
- Charges being “reasonable for the area”
- Concessions for certain visitors
- Considering installing payment on exit schemes so that people only pay for time used
- Widely publicising details of charges and concessions, including on appointment letters, on car park signs, inside the hospital and at payment places
The guidance also reminds Trusts that they are responsible for private contractors who manage parking.
People felt charges were unfair, particularly if they had to make frequent trips to hospital. In particular, we heard about problems with upfront payment. People had to guess how long they would need, resulting in either overpaying or not paying enough.
“I need to have regular blood tests and check ups. I am grateful to the NHS for taking care of me but each hospital appointment is a parking charge of £4. It really adds up and feels unfair.”
Story shared with Healthwatch England
Automatic Number Plate Recognition systems and payment on exit can ensure people pay the right amount. However, long queues for payment machines and having to circle car parks to find a space meant people paid more than expected.
“We were in and out of the hospital in under an hour so parking should have been £2.20. Due to the length of the queue at the machines, I had to pay £3.80.”
Story shared with Healthwatch England
We also heard about pay and display machines or parking apps not working, insufficient machines, lack of clear signage or information about where to pay or not having the right payment method. These issues can lead to people being fined for breaching parking rules:
“I allowed plenty of time…but spent over 30 minutes driving round and round. Eventually parked on a hatched area which wasn’t a designated parking spot as I was going to be late for my appointment. On leaving and paying £7 to park for an hour I got a parking ticket (£25).”
Story shared with Healthwatch England
