Parkex 2011 Seminar:

Healthcare Parking Good Practice Guide

Session Chair: Paul Necus BPA Vice President Speaker: Keith Sammonds Managing Director Healthcare Facilities Consortium © Focused FM – A brand name of HFC Ltd.

Healthcare Parking Good Practice Guide

Sector Overview

Introduction History Differences around the UK Government Consultation (England) Problems and Good Practice (into Good Practice Guide)

Healthcare Parking Good Practice Guide

Introduction

There is a long history…… We lost uniformity with devolution Labour consulted – coalition noted Individual organisations still have to provide and deal with users The good the bad and the completely indifferent

Healthcare Parking Good Practice Guide

History

There is a long history of healthcare premises providing free parking This is not just a hospital issue We still have to cover costs More people are using cars – staff and patients/visitors

Healthcare Parking Good Practice Guide

Devolution

Devolution brought about disparity Scotland & Wales have free parking (almost) throughout healthcare premises England has charges/no charges.

Healthcare Parking Good Practice Guide

Consultation

Labour ran consultation through DH Addressed only English hospitals Labour declined to publish Coalition has reviewed & published Gist is “local responsibility” Prior to this Charter launched

Healthcare Parking Good Practice Guide

Charter

Produced by British Parking Association With HFC and NHS Confederation Addresses complaints and issues Addresses only (English) hospitals Provides solid platform Points to Best Practice

Healthcare Parking Good Practice Guide

Good Practice Guides

Introduction

Facilities Management Good Practice Guides

Originally UK DH Publications Developed for DH by HFC Hosted in the FM Document Exchange Need updating – opportunity  No funding  Sponsorship opportunity ?

Healthcare Parking Good Practice Guide

Good Practice Guides

Purpose Good 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.

Healthcare Parking Good Practice Guide

Good Practice Guides

Range 1.

Domestic Services – Updated by AHCP 2. Maintenance Services 3.

5.

7.

9.

Non-Emergency Patient Transport 4. Security Catering Services 6. Environmental Management Linen Services 8. Portering Unplanned Absence 10.Telecommunications (Voice)

Healthcare Parking Good Practice Guide

Good Practice Guides

New:

Healthcare Parking GPG#11 Key areas:

Parking provision: Communication: Monitoring: Charging: Enforcement:

Healthcare Parking Good Practice Guide

Why?

Coalition Gov’t response (says so) Wide range of often poor practice Highlighted by WHICH? (and others) Reinforced by local feedback Problems with abuse Problems for neighbours

Healthcare Parking Good Practice Guide

Purpose:

Improve practice Raise standards Provide a better experience Primary objective: “ Provide a clean and safe environment for the delivery of healthcare ”

Healthcare Parking Good Practice Guide

Who by?

Healthcare Facilities Consortium Already done 10 Recognised as independent Has a delivery mechanism Works UK wide

Healthcare Parking Good Practice Guide

Who with?

British Parking Association NHS Confederation Our subscribers (the NHS and…) The trade Consultants Suppliers

Healthcare Parking Good Practice Guide

Feedback:

Most helpful – thanks to all Designed to be broad (too broad?) Park Mark expensive Enforcement is the correct term HTM01-03 should be referenced Robust appeals /complaints process

Healthcare Parking Good Practice Guide

Next Steps?

Launched March 2011 Available from HFC Web Site Electronic version only Could be printed – costs?

Future Updates: Master Plan?

Review from feedback and update

Healthcare Parking Good Practice Guide

Which? 10 demands

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 Guide

Which? 10 demands

1. Charges must be fair 2. Sufficient space 3. Concessions for patients who visit regularly 4. Option to pay on departure 5. Option to pay by card and cash 6. Priority parking for those who need it 7. Stop towing 8. Clearer information on concessions 9. Reimburse patients when appointments delayed 10.Consult patients and visitors about what they want

Healthcare Parking Good Practice Guide

The Patient Journey

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.

Healthcare Parking Good Practice Guide

Some examples of what is done well…

Healthcare Parking Good Practice Guide

Healthcare Parking Good Practice Guide

Healthcare Parking Good Practice Guide

Some examples of what is not done well…

Healthcare Parking Good Practice Guide

Healthcare Parking Good Practice Guide

Healthcare Parking Good Practice Guide

Healthcare Parking Good Practice Guide

Healthcare Parking Good Practice Guide

Relevant documentation

NHS Car Parking: Response to consultation Health Technical Memorandum 07-03 Income Generation Fair for all, not free for all Charter for Hospital Parking Reform of the Blue Badge Scheme Traffic and Parking Management Staff Training and Qualifications

Healthcare Parking Good Practice Guide

Thank you to…

Andrew Stuck of Rethinking Travel Bob Bilton at Leeds Teaching Hospitals NHS Trust George Steadman of Barnsley Hospital NHS Trust Joe Farrington-Douglas of the NHS Confederation Karen Griffin at Dudley Primary Care Trust Miranda Watson and Rebecca Owen-Evans at Which?

Naomi Makin at Bradford District Care Trust Neil Paul at Cardiff and Vale University Health Board Our colleagues at the British Parking Association Paul Quinsey at Heart of England NHS Foundation Trust Russ Handy at Wolverhampton City Primary Care Trust Ruth Ward at University Hospitals Leicester NHS Trust

Thank you!

Contact Information Tel: 01902 765620 Email:[email protected]

© Focused FM – A brand name of HFC Ltd.