For years I had a paperweight on my desk, a gift from the French company Sodexo to those of us who went to an airline Conference in Brugges. Lying in bed at St. Mary’s, Paddington, I came across ‘my’ paperweight company, now grown enormously and in charge of catering, maintenance etc. at the hospital
Half the call bells on the ward didn’t work, so I contacted their onsite Maintenance office, to be told that faults can only be reported by someone working for the Trust. Complaining to Sodexo, I received a fast reply from their Stephen Beeny to say, “we have lodged this issue” and forwarded it to the Trust’s Hard FM provider” for immediate action”. Then went on to say the reply I was given had not been appropriate and “you rightly would have been frustrated by the response you received”, etc. What a charming and helpful attitude – other Trusts take note.