parkex 2011 seminar: healthcare parking good practice guide

© Focused FM – A brand name of HFC Ltd.

Parkex 2011 Seminar:Healthcare Parking Good Practice Guide

Speaker:Keith SammondsManaging DirectorHealthcare Facilities Consortium

Session Chair:Paul NecusBPA Vice President

Healthcare Parking Good Practice Guide

IntroductionHistoryDifferences around the UKGovernment Consultation (England)Problems and Good Practice(into Good Practice Guide)

Sector Overview

There is a long history……We lost uniformity with devolutionLabour consulted – coalition notedIndividual organisations still have to provide and deal with usersThe good the bad and the completely indifferent


Introduction

There is a long history of healthcare premises providing free parkingThis is not just a hospital issueWe still have to cover costsMore people are using cars – staff and patients/visitors


History

Devolution brought about disparityScotland & Wales have free parking (almost) throughout healthcare premisesEngland has charges/no charges.


Devolution

Labour ran consultation through DHAddressed only English hospitalsLabour declined to publishCoalition has reviewed & publishedGist is “local responsibility”Prior to this Charter launched


Consultation

Produced by British Parking AssociationWith HFC and NHS ConfederationAddresses complaints and issuesAddresses only (English) hospitalsProvides solid platformPoints to Best Practice


Charter

IntroductionFacilities Management Good Practice Guides

Originally UK DH PublicationsDeveloped for DH by HFCHosted in the FM Document ExchangeNeed updating – opportunity No funding Sponsorship opportunity ?

Healthcare Parking Good Practice GuideGood Practice Guides

PurposeGood Practice Guides are designed to enable organisations to assess their current performance in comparison with others and to set goals for future improvements. All organisations should at least be achieving the minimum standards outlined and should aspire to the better practice level. Services should, however, aim to achieve a balance in performance. It is usually better to consolidate all elements at the good practice level rather than to excel at some features and fail in others. Organisations should also complete returns against the key performance indicators presented within the guide in order to establish a comprehensive picture of best value.


Range1. Domestic Services – Updated by AHCP2. Maintenance Services3. Non-Emergency Patient Transport4. Security5. Catering Services6. Environmental Management7. Linen Services8. Portering9. Unplanned Absence10.Telecommunications (Voice)


New: Healthcare Parking GPG#11Key areas:

Parking provision:Communication:Monitoring:Charging:Enforcement:


Coalition Gov’t response (says so)Wide range of often poor practiceHighlighted by WHICH? (and others)Reinforced by local feedbackProblems with abuseProblems for neighbours


Why?

Improve practiceRaise standardsProvide a better experiencePrimary objective:“Provide a clean and safe environment for the delivery of healthcare”


Purpose:

Healthcare Facilities Consortium

Already done 10Recognised as independentHas a delivery mechanismWorks UK wide


Who by?

British Parking AssociationNHS ConfederationOur subscribers (the NHS and…)The trade

ConsultantsSuppliers


Who with?

Most helpful – thanks to allDesigned to be broad (too broad?)Park Mark expensiveEnforcement is the correct termHTM01-03 should be referencedRobust appeals /complaints process


Feedback:

Launched March 2011Available from HFC Web SiteElectronic version onlyCould be printed – costs?Future Updates: Master Plan?Review from feedback and update


Next Steps?

In 2010 Which? carried out research with the general public regarding hospital car parking, with 49 per cent of those who had used a hospital car park in the last two years agreeing that NHS car parking arrangements had made their visit(s) to hospital more stressful. Which? used these findings to produce a set of ten demands for hospital car parks.

Whilst it is acknowledged that the Which? research only covered hospital parking it is recognised that many of the problems with parking are common to all healthcare premises to varying degrees. To try and support healthcare provider organisations throughout the UK in addressing these issues this guide has been produced in conjunction with and input from a great many in the healthcare sector as well as consumer groups and the parking industry.

Healthcare Parking Good Practice GuideWhich? 10 demands

1. Charges must be fair2. Sufficient space3. Concessions for patients who visit regularly4. Option to pay on departure5. Option to pay by card and cash6. Priority parking for those who need it7. Stop towing8. Clearer information on concessions9. Reimburse patients when appointments

delayed10.Consult patients and visitors about what they

want

Healthcare Parking Good Practice GuideWhich? 10 demands

In line with other NHS guidance this Guide has been produced with the Patient and Visitor in mind. This section deals with the implementation of the key areas above in the context of the Patient or Visitor Journey. We actively encourage facilities teams to try and access their premises by deliberately putting their knowledge of the site and processes to one side. Even where this is achievable it is good practice to ask service user groups to participate in dry runs of site access to assist the staff in understanding the problems they encounter. Visitor surveys are also a useful resource to help the staff understand what the visitor experience is really like.


The Patient Journey

Some examples of what is done well…


Some examples of what is not done well…


NHS Car Parking: Response to consultationHealth Technical Memorandum 07-03Income GenerationFair for all, not free for allCharter for Hospital ParkingReform of the Blue Badge SchemeTraffic and Parking ManagementStaff Training and Qualifications


Relevant documentation

Andrew Stuck of Rethinking TravelBob Bilton at Leeds Teaching Hospitals NHS TrustGeorge Steadman of Barnsley Hospital NHS TrustJoe Farrington-Douglas of the NHS ConfederationKaren Griffin at Dudley Primary Care TrustMiranda Watson and Rebecca Owen-Evans at Which?Naomi Makin at Bradford District Care TrustNeil Paul at Cardiff and Vale University Health BoardOur colleagues at the British Parking AssociationPaul Quinsey at Heart of England NHS Foundation TrustRuss Handy at Wolverhampton City Primary Care TrustRuth Ward at University Hospitals Leicester NHS Trust


Thank you to…

parkex 2011 seminar: healthcare parking good practice guide

Documents

good practice level

usersthe good

better practice level

parking provision

healthcare parking gpg

healthcare premisesengland

key performance indicators

current performance