HOSPITAL PARKING
A number of challenges The Trust had a barrier car parking system in place which was slow, unresponsive, and frequently broke down. At first Tom Higgins was hesitant about moving from that system. He explains: “I was a lover of the barrier system. It was tangible. I could see it. It felt like I was in control when the opposite was true. The level of visitor complaints drove us to action – the last thing we wanted was for customers who already have a lot on their minds to become more stressed before even walking through our doors – we needed the car park to be a quick and easy transition to where they had to get to.”
“There’s a tendency within the industry to see barriers as the best option for the car park, a stalwart still ingrained in many Trust sites which feels proven. However, any fears I held around embracing a new way of managing the sites proved to be unfounded – in the capable hands of ParkingEye.”
Benefits of a switch to ANPR Among the many positive benefits of the switch to an ANPR system were: n 50,000 additional cars now using the facilities due to the free-flow environment ANPR technology has created.
n 0.01% complaints received today, compared with 25% before the new solution went live.
n A 40% increase in revenue due to more accurate car tracking using ANPR, better space availability through reorganisation, and far more parkers thanks to increased throughput.
n Revenue for the Trust is up 40% due to increased throughput and more visitors using the facilities.
A partner that understands our complex needs
Tom Higgins continued: “I spoke to a number of Trusts, and asked who they would recommend. ParkingEye came out as the leader. We needed to work with a partner that understands the complex needs of a hospital. Customer care extends to more than just the car park – it sets the tone for the whole hospital experience. The ParkingEye team has a real personal touch, and the team’s
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We needed to work with a partner that understands the complex needs of a hospital. Customer care extends to more than just the car park
people out of cars or to work the payment machines, and always maintain absolute professionalism, sometimes in the face of adversity. ParkingEye is more than a provider; it is a true long-term partner, and works collaboratively to resolve any issues that may arise around the clock.
“Each complaint goes through a rigorous appeals process to ensure that, when extenuating circumstances do apply, these are considered, and a resolution is found based on the evidence of the case. ParkingEye’s team is flexible and adaptable to our needs – essential when working within a changeable Trust environment.”
Customer experience comes first “The team places customer experience above all else, even flagging issues that fall outside its remit – for example informing us of broken lights in our car parks, to make the environment better and safer for visitors. ParkingEye really kept its promises – from a seamless implementation delivered on time, to helping us educate visitors, staff, and suppliers, of the changes. The team did everything it said it would, and continues to impress.
New ‘easy-pay’ kiosks with 19 inch touchscreens now feature across the Manchester Royal Infirmary site.
professional support contributes to first impressions of the entire Trust. “I work with suppliers every day who say one thing, but don’t deliver on their promises. ParkingEye is professional, helpful, and honest – to the point where its on-site car park team has handed back 79 credit cards which were left in machines. The company’s staff help
Mark Anfield
Mark Anfield, Operations director at ParkingEye, joined the company in early 2010, and is also a Board director of the British Parking Association (BPA). He explained: “I’ve spent over 25 years in finance, business operations, and debt recovery, so I have a wealth of experience and knowledge which I have successfully applied to parking management for almost 10 years. In my current position I am a senior member of our executive team, responsible for the account management and retention of clients, the installation and ongoing maintenance of our equipment, and the full lifecycle of parking charge notices – from issue, appeal, POPLA (Parking on Private Land Appeals), and enforcement, up to and including legal action and compliance, as well as press-related enquiries.
“During my time in the parking sector I have been actively involved with the BPA and DVLA on various groups and committees, and have lately assisted with writing a draft code of practice for the Parking Bill. I have also created a DVLA- approved process for tracing motorists, and contributed many improvements to the BPA’s Approved Operator Scheme Code of Practice, and ideas on how the Association can continue to improve and evolve for the benefit of the sector.”
February 2019 Health Estate Journal 49
“We were looking for a partner who would understand the sensitivity of what we deal with daily. ParkingEye understands the need to be flexible and move with the changing needs of the hospital. I didn’t want someone who would put in the system and walk away. ParkingEye has adapted to everything we’ve thrown at it. Visitor complaints have plummeted too – when you consider that 250,000 cars pass through our gates each month, that’s impressive. It makes me, and the board, very happy indeed.”
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