Park Your Frustration Show

SHAME On Hospitals

Maggie Laidlaw of Guelph, Ontario writes:  "I was scheduled to have disc surgery on my back last year at a hospital in Hamilton, Ontario.  The evening before my surgery I was not feeling too well, and during the night I had several bouts of vomiting and diarrhea.  However, I was determined to get to Hamilton (we live in Guelph) so my husband helped to get me into the car and off we went.  We had to stop several times so that I could get out of the car to throw up, but as this was January and 6:30 am, it was pretty dark and the roads were empty, so no-one saw me.  By the time we arrived in Hamilton, I was feeling pretty bad, and could barely stand, so my husband went to fetch a wheelchair for me and we managed to get into the hospital.  We had parked by the side of an empty road near the emergency entrance in order to facilitate this transfer from the car to the hospital entrance, and once my husband had taken me to the pre-op area - perhaps 15-20 minutes later - he went back out to park the car.  There was already a ticket on the car, for $50 no less!  As it turned out, I had Norwalk virus so could not be operated on, so we had to do the whole thing again a few weeks later.  We did not pay the original fine but sent a letter to the hospital explaining the special circumstances around our parking ticket, but the parking authorities were merciless.  We wrote several more letters, to no avail, and we finally paid the fine, which was $90 by then, if I recollect. These parking authorities are really nasty people!"

Doug Ursel sent this:  "Over the last 50 years of battling moderate to severe asthma I've had my spare of hospital visits.  I have seen the progressive revenue grab of the hospital parking lots as they became placed further and further away from the hospitals.  Thirteen years ago I had a 24 hour Gastric Ph test at a major hospital.  Two years later they found that the technician performing the study hadn't properly disinfected the nasal cannula and it was decided that all 5000 people having the procedure over the last number of years would undergo HIV and Hep C testing.  On the day I was going in for testing I was greet by a sign offering free parking right next to the hospital for those being tested.  Something was amiss, I right away suspected this was litigation mitigation.  My suspicions were confirmed when we were directed to a large reception area with soft music, padded arm chairs and a large table filled with pastries, coffee, juices etc all served on china."

This email is from Irv Nyman of Toronto:  "My wife has been having treatment at a hospital in Toronto for the past four years. There are parking passes available to visitors which last week cost me $95 for 5 visits; that is $19 a time. Exorbitant. Obviously particularly burdensome for patients undergoing regular treatment rather than occasional visitors."

This one's from Crystal Griffiths:  "I am a student in nursing and am about to graduate in a few months' time. The parking fees as a nursing student are outrageous.  We already have to pay high tuition, book fees, uniforms, etc.  We also have to pay for school parking, which (nicely enough) is very low and affordable.  However as a student, who has to minimize my work schedule so that I can be alert and available for my nursing schedule, I must struggle to find money to enhance my learning.  If I cannot afford parking, then I must wake up three hours earlier than usual to catch a two hour long bus ride.  Then after a twelve hour day, I must take the same two hour long bus ride home.  Wish my day would end there, but sadly I have to write a reflective journal on my days experience, get a few hours of sleep and do the same process again next day.  Parking can cost me fifteen dollars a week and that is already discounted, compared to the five dollar bus ride.  I am learning how to save lives, and yet I have to pay.  I wouldn't be bothered by paying if I had a job that paid well, but I am a student with no money.  It is not right to have to pay so much for a learning experience. Hope this changes in the future."

This heartfelt story came from Joanne Ritchie in memory of John F. Ritchie:  "Just thinking about my experience and trying to recall and recount it here is very upsetting for me but I want to share this experience simply because the hospitals need to be taken to task at the lack of compassion they have for families that are dealing with a terminally ill family member.
My husband was diagnosed with colon cancer in January 2008 after he underwent emergency surgery to  remove a blockage.  This was all totally unexpected and as you can imagine a very traumatic experience for the entire family. Unfortunately after a long courageous battle he passed away on April 29th 2010.  Throughout this two year and four month battle, Jack was hospitalized on numerous occasions and was on a constant rotating regime of chemotherapy where he would spend virtually the entire day at the clinic of a hospital in Toronto.  Initially, when his treatment started, I would come to stay with him and then we had arrangements to have him dropped off and picked up as he seemed to be able to tolerate the treatments.  Throughout this two year period, every time we went to the hospital for chemo and appointments, we were looking at a fee of twenty dollars for parking alone.  I asked about a discounted fee and was assured there was not.  Unfortunately, he had many setbacks; on one occasion, he had a blood clot in his neck and required hospitalization.  Again I'd go to visit and typically pay anywhere from twelve to twenty dollars for the visit depending on the time I arrived. As time progressed he also developed osteoporosis and was in excruciating pain; it took a number of tests and MRI scans before this was diagnosed.  Again we paid the usual for parking.  At this point I can't even calculate how much I spent on the parking throughout this period, but I do recall during one time frame I spent somewhere close to $180.00 on parking alone.  I complained about the fees and was directed to address them with the administration department in charge of the parking which I did. I advised her my husband was terminally ill at that point. She advised me that if family members complained then the hospital granted them parking vouchers. But my issue is why do family members have to complain, be more stressed and upset and deal with such an additional financial burden at this very stressful time?  I was granted ten parking vouchers but alas his prognosis was dire and he spent the remainder of his days at home with both my support and home care. So I really never used all the vouchers."

Doreen Dunne of White Rock, BC writes:  "My local hospital used to have a gate and a parking attendant. However ,to save money, they changed to a ticket machine.  You now have to figure out how long it might take for your procedure.  Who knows how long it will take?  If you guess wrong, that means a ticket.  There are a lot of seniors with no partners to drop them off and even when you do have someone with you, a four-hour wait in the ER means they have to keep going out to feed the meter."

Catherine Cormack of Calgary sent this:  "While visiting my Dad after his prostate surgery in Calgary, I experienced a hospital parking nightmare of my own.  The ticket I received while entering the parkade was not readable due to improper printing.  After a one  hour (three dollars and fifty cent) visit, I was told at the pay booth that I would have to pay thirteen dollars because the ticket could not be scanned.  Apparently, that is the automatic fee if you lose your ticket, which I had not done.  No matter how much I argued that this error was made by the parking machine, the clerk insisted I pay or I would not be able to leave.  My teenage daughter enthusiastically tried jumping up and down at the parkade entrance, attempting to get the entry machine to release another ticket to no avail.  Seeing our difficulty, a guest entering the parkade drove forward to release a ticket for us then backed up and drove forward again to get her own ticket.  Problem solved, as the second ticket was valid.  I paid my correct fee at another exit booth and was on my way.  Total time visiting my Dad: fifty-five minutes.  Total time trying to pay my fair parking fee and get out of the parkade: one hour and fifteen minutes. 

The final brickbat goes to Matt McTaggart of Kingston, Ontario, who writes:  "Just mentioning this topic made my blood pressure spike. At a hospital in Halifax, we were one of a dozen or so cars meandering around a full parking lot. After fifteen minutes, we gave up and were charged three dollars when we left!  We ended  up parking at a nearby grocery store in order to make the appointment on time. cIronically, the fifteen dollar parking violation fine we received was less than parking legitimately would have cost. Parking is painful in Halifax generally, but the hospitals really add insult to injury. Keep up the good work,"

FAME On Hospitals

Sheila Balls of Flesherton, Ontario sent this:  "Living as we do,on the edge of a very small village in southwestern Ontario, I feel quite intimidated by the multi-story parking garage of the large city hospital where my husband has had most of his eleven surgeries this past ten years.  Gradually, I have developed coping strategies but parking and retrieving the car remains an added stress whenever my husband is in this particular hospital.  One incident though, stands out in my memory.  After a long anxious day I returned to the fifth floor parking area to find my car missing.  It must be on the sixth floor I decided, but checking the floors above and below me I returned to the fifth floor where I stood in the corner I knew my car to be in, confusion turning to alarm.  Just then, a hospital worker coming off shift passed by and asked if I was okay.  The worker asked me to describe the car, flagged down someone to help find the car, and stayed with me until they found it.   She didn't know me, and didn't know that walking long distances makes my legs pain.  But this young woman went far beyond the call of duty that day in the parking garage. I'm so glad she was there."

Fran Nadeau sent us this good new parking story:  "Last month my Mom had a stroke at her assisted living home in Chemainus B.C.  I drove up island from Victoria to the Duncan -Cowichan Hospital, only to find the parking lot was FREE!!!!  Just imagine my surprise and relief, not to have to feed whose nasty money machines. I can only surmise that the hospital board has figured out,  how stressful the situation can be just getting there.  I wish for all hospitals to take a look at their example!"

Ruth Noel of St. John's, NL sent this:  "You asked for horror stores about the cost of hospital parking lots but I would like to send a bouquet.  I grew up in Yarmouth Nova Scotia. At the regional hospital in Yarmouth they charged two dollars every time you enter the lot.  You could stay twenty minutes or all day - there is no time limit. They also had about six free spaces  near the main road which I used  when not full.  They raised money in other ways, not by gouging patients and visitors who had stressful issues to deal with. I would be curious to know if the fee is the same or if it has gone up.  Thank you and I enjoy your program."

Mike Brajac sent this story about a downright pleasant hospital parking experience in the United States.  He writes:  "I was visiting Thousand Oaks and had to take our son into the ER at Los Robles Hospital.  I was surprised to see this sign as I pulled into the hospital.  The hospital did indeed have a guard at the front that would take your car away and let you get into the ER as soon as possible. Since parking was free there were no parking issues clogging up the ER driveways which I have often seen in hospitals around here (even police cars parking where they shouldn't). Although urgent, I did not choose the valet since ample free parking was nearby.  In fact, it was marked in large letters, patient or visitor parking only. The staff had parking that was a little farther away or higher up in the parking garage.  Big difference compared to Ontario, where I have fumbled for exact change at 2:00 am to buy a token to feed some machine before I can get my car out."

We found out that Yarmouth Regional is part of South West Health, who run three hospitals in Nova Scotia. All three hospitals charge the same for parking --  it has gone up a bit -- but only to $3.00. South West Health also offers unlimited monthly passes for only $20.00 per month that can be shared with other family members.

We also heard about some small hospitals in the Vancouver Island Health Authority which offer free parking  As we mention in the program, in Delta B.C. hospital parking is free because the Municipal Council enacted a bylaw that states that all parking spaces connected with a hospital must be provided free of charge. 

Delta has always been generous to their local hospital. In the 2008 local elections the electorate voted in favour of contributing half a million dollars in municipal funds to assist the hospital in the purchase a CT Scanner. It's clear the city of Delta supports the hospital -- they just don't support paying for parking. There is not one parking meter in the entire city. That belief may give Delta, B.C. a monopoly on free parking.  

SHAME On Complainers?

Jo Duke writes:  "Dr Brian, please mention some of the "Side effects" of high cost of on site parking at hospitals is that people will park off site. They might get some exercise walking a block or two."

Elyse Pike of Owen Sound, Ontario writes:  "I work at a rural hospital where there is little option of public transit.  Most of our staff and probabaly ninety-eight percent of our patients come by private car.  We charge a very nominal sum of five dollars per visit with the first twenty minutes of that visit free - say if someone just needed to drop off a report or pick up a prescription.  Weekly and monthly rates are equally nominal.  A parking kiosk validates the ticket received on entry and allows exit.  I wear several different hats at this hospital.  One such role is that I manage the switchboard service.  The switchboard ladies answer calls - direct inquiries - page staff all the normal stuff but because they are avaialable 24/7 they also have to deal with parking issues.  The abuse the ladies receive almost daily from people regarding the parking fees and policy is unbeleivable.  People swear at them, threaten them, scream abuse, lie about having no money all becasue they are ticked off at having to pay the fee.  Apparently, it is also the personal responsibility of the ladies to provide refunds, change for big bills, and parking tickets when the kiosk is non-functioning, which happens frequently. We often have people ram the parking arm  breaking it off.  They drive over curbs, across lawns, tailgate out behind other cars, and try and work all sorts of pass back schemes on the weekly rate passes.  Anything but pay the five dollars.  The idea that health care may be "free" but health care does not include parking comes as a huge surprise for people.  The secondary idea that by not paying a parking fee they are depriving the hospital of much needed revenue to maintain facilites also seems to be foreign.  And by the way, staff are as often a problem as visitors.  The entitlement to drive apparently comes  with an entitlement to park."

Parking Ticket Hell

On the show, you'll hear from Amanda Farris, a young mother of two who lives down the street from the Civic Campus of The Ottawa Hospital.  Parking at the hospital is so expensive that visitors and employees line Farris' street day and evening looking for free parking.  As reported by the Ottawa Citizen in 2007, 13% of all parking tickets were issued by the city for violations within 500 meters of a hospital.  

Ottawa's not the only city to turn residential streets near hospitals into parking ticket hotspots.  Earlier this month, Global News reported that Sunnybrook Health Sciences Centre on Bayview Avenue in Toronto (the hospital where my dad was admitted last summer with heart failure) was the Number One place in the entire GTA with 13,240 parking tickets.  That works out to 36.27 tickets per day.

NAME and SHAME

We're making an exception to our no-name, no-shame policy.  Kira Leeb sent us this email of a letter she helped her mother Pamela Leeb draft to Robert Bell, CEO of University Health Network:

"Dear Dr. Bell:  I was recently receiving my treatment in Princess Margaret Hospital and read your commitment to ensuring the hospital environment is disability-friendly.  Of course, I applaud this commitment and would like to bring to your attention a situation that would increase your ability to deliver on this commitment.  I am an 83 year old woman who is now receiving regular treatment at PMH.  A few months ago I obtained a disability permit and am obviously still learning about its benefits.  As I find it difficult to travel via transit etc, I am now in the habit of driving to my treatments.  On this one day, I made the unfortunate mistake of parking directly across from the Murray Street entrance in one of the two spaces that I thought were designated for disability-permitted parking despite also saying "no standing".  I have enclosed a picture of the sign.  To my surprise I received a $450 ticket!  There is no question this will be a stretch for me to pay.  However, given the lack of clear signage I have decided to fight the ticket in court.  The police have told me the court date could be 6 months to a year away.  In any event, when I questioned security personnel and others at PMH, they told me that others had also received such a ticket but they did not really understand the problem and could not explain it to me.  On my own, I investigated further and found in the Driver's Manual the full meaning of the parking sign.  If you are truly committed to making your hospital environment disability-friendly, I am hoping that you will consider posting a VERY PROMINENT sign warning patients that these spaces are not parking zones - they are time limited "drop-off" zones for patients.  The parking sign itself does not even specify the time-limitation and even in the Driver's Manual it says "pick up and drop off only" with no specification of time limit.  As I mentioned, I plan to fit this ticket.  My concern is that others who receive these tickets have no capacity to address these issues and frankly, nor should they have to from my perspective.  While I understand that this is a municipality issue, I am not confident that any action will be taken to clarify the signage any time soon.  Given your stated desire to ensure the environment of the hospital, I felt that my best option was to write to someone already committed to making a difference in patient experience.  At a minimum, a clear sign outlining the parking issue related to the Murray Street entrance would be very much appreciated, both inside and outside of the entrance.  Any other action that you think might help warn your patients of the issue and minimize the extent to which patients are subjected to these fines would be very very welcome.  Please let me know if I can assist in any way to help you further deliver on your commitment to ensuring a disability-friendly hospital environment."

We await a response from Dr. Bell and University Health Network, of which Princess Margaret Hospital is a part.