West Hertfordshire Hospitals

14th May 2009

Brandon Medical Company Ltd
Holme Well Road
LS10 4TQ
For the attention of Mr Adrian Hall

Re- Commendation for Excellent Customer Service


Dear Adrian,

On behalf of the West Hertfordshire NHS Trust Estates Services Team, I wish to express our appreciation to Brandon Medical and in Particular Colin Hind and your service engineer, Don, for outstanding customer service.

We recently incurred a catastrophic failure of the operating pendant lighting at Watford General over the weekend, which led to the cancellation of a substantial theatre surgery list scheduled for Saturday. The defect and repair were outside the level of our owntechnician'sability to resolve; therefore we were left with the prospect ofcancellingthe entire theatre lists for Sunday and Monday.

As the on call engineering manager, I was releived to make contact with Colin who was responsive to our dilema and offer reassurance that he would endeavour to get a Brandon Engineer to site as soon as possible.

My expectation was to have somebody on site at the earliest Monday morning, however this was surpassed when he returned my call in good time to confirm the Engineer would be on site first thing Sunday morning.

This saved the day,the repairs were completed, the theatre surgery list was maintained and all those concerned with providing service continuity were delighted.

I recognise this service was acheived through flexibility by rearranging workload and prior commitments, responsiveness in recognising the urgency of the situation and cooperation of those mentioned above for which I express my sincere appreciation and ask that this is conveyed to them.


Yours sincerely

Tony Anderson

Asst Maintenance Manager (Operations)


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