Care Opinion

ZEST is Unfair

Posted By RHA040270

"ZEST is Unfair"

About: Rampton Hospital

(as a service user),

I went to the patients shop in June and i picked the box of ice lollies that i had ordered the week before. The price scanned in at 70 pence when the first person scanned them. Someone else  came over and asked the first person  to hand her one of the ice lollies. They did this and the second person took it into the back and came back afew minutes later and asked the first person to rescan it. They did this and the price had been changed in the back on the system and changed to 92 pence each.

This feels like rip off and it has upset me because if i went to a shop outside in the real world and they did this i would probably reacted alot differently. Again the shop seem to be exploiting and taking advantage of vunerable people , this needs to be sorted or the shop should be shut down. ward staff with me even said that is not exceptable and they should not be able to get away with this.

The second person showed me the order form for them buying these ice lollies it said 18.99 pence plus 3 pounds vat my maths is right this adds upto 21.99 pence yet i have been charged 29.44 pence. they then tried to tell me it is because inflation has gone up. i have watched the news everyday for years and inflation has gone down to 2.3% . so this does not even make it upto 29.44 so i would like this to be looked  at immediately please .

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Responses

Response from Zoe Rowbottom, Facilities Manager, Rampton, Nottinghamshire Healthcare NHS Foundation Trust 5 months ago
Zoe Rowbottom
Facilities Manager, Rampton,
Nottinghamshire Healthcare NHS Foundation Trust

Submitted on 14/06/2024 at 15:29
Published on Care Opinion at 15:30

Thank you for sharing your concern following your recent shopping experience in the Patients shop. I am sorry you had a negative experience whilst collecting your ice lollies which had been ordered via a non-stock order form.

When the previous non-stock order was processed the Fab ice lollies were sold for 72p each. These lollies have been out of stock for some time and when the most recent order was placed, the cost of the lollies had risen to 92p each from the supplier.

I am sorry learn there had been a delay with the price adjustment being uploaded on the till system and when you came to collect, the staff realised this error and caused you upset whilst they rectified the till and the price was adjusted, at the point you were being served.

The Facilities Support Manager was made aware of this, later that day, and she did not agree that you should have been charged the new price, given the pricing error was the responsibility of the staff in the shop. The Facilities Support Manager therefore requested the staff in the patient shop issue you an immediate refund for the price difference of the Fab lollies, for the inconvenience and upset this had caused.

The staff from the patient shop also followed this up with the ward manager via telephone and confirmed by email that your refund had been actioned. Again, I am sorry we did not inform you personally of this.

A patient shop survey has opened this week, and you will shortly be receiving a paper survey, we are seeking patient feedback and comments regarding the patient shop.

Please do take the opportunity to complete this, to help Facilities review its retail service provision in the future.

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