Changing a healthcare servicing provider can be a big decision, particularly when that service plays an important role in keeping essential equipment safe, compliant and available. For NHS teams, it isn’t simply about finding the cheapest option. The quality of the service, communication, reporting and ongoing support all play an important part in deciding whether a provider offers genuine value.
For Paul at University Hospitals of Northamptonshire, the decision to move to Medaco came through a recommendation from a colleague. That recommendation had itself come through someone who had previously worked with another NHS Trust, meaning Paul was introduced to Medaco through genuine word of mouth rather than simply finding us through a sales approach.
His colleague’s description of Medaco was particularly memorable:
“They’re a straight-up company.”
When Paul explained what he meant by that, he said:
“Basically, what you say is what we’re going to get.”
For Paul, that straightforward approach was important. When you’re responsible for healthcare equipment, you need to know that the company you’re working with will deliver what has been promised, communicate clearly and provide the support you need throughout the process. While changing providers can naturally come with some uncertainty, Paul’s experience with Medaco has been a positive one.
“It’s been really, really good, actually.”
Finding value beyond the price
One of the most interesting parts of our conversation with Paul was around the question of cost. In any NHS environment, budgets matter, and organisations need to make sure they’re getting good value from the companies they work with. But Paul recognised that the cheapest option isn’t necessarily the best option, particularly when it comes to something as important as healthcare equipment servicing.
The conversation came down to a simple question: is Medaco the cheapest? No. But do you get what you pay for? 100% yes.
That distinction between price and value is important. A servicing provider isn’t simply being paid to send an engineer to site and complete a checklist. The value comes from the whole service, including the quality of the engineering, the communication around the work, the reporting provided afterwards and the support available when something needs further attention.
For Paul, this wider service has been an important part of his experience with Medaco.
Reporting that makes a difference
One of the areas Paul particularly highlighted was Medaco’s reporting. For a busy NHS team, the service doesn’t simply finish when an engineer leaves site. The information provided afterwards is an important part of understanding the condition of the equipment and deciding what needs to happen next.
Clear reporting gives teams a useful record of the work carried out, the condition of their equipment and any issues that may require further attention. It also provides greater visibility across an equipment portfolio, helping teams make informed decisions rather than simply knowing that a service has taken place.
For Paul, the quality of this reporting has been one of the positives of working with Medaco and forms part of the wider value he sees in the service.
Two major service intervals later
Paul’s experience is now based on more than an initial conversation or first impression. At the time of our discussion, Medaco had already completed two major service intervals for University Hospitals of Northamptonshire, giving the team an opportunity to experience the service and reporting process first-hand.
That’s particularly significant when you consider Paul’s initial comments about changing providers. He described the move as something that can naturally be worrying, but the experience he’s had since making the change has given him confidence in the decision.
For Paul, the difference is not simply about what Medaco said it would provide at the beginning of the relationship. It’s about what the Trust has received since working with us.
A recommendation that became a relationship
What began with a recommendation from a colleague has developed into an ongoing relationship between University Hospitals of Northamptonshire and Medaco. Paul was introduced to us because someone within his professional network had experienced our service and felt confident recommending us, and after two major service intervals, he’s now able to judge that recommendation from his own experience.
His feedback reflects the things that matter when choosing a healthcare servicing partner: reliable service, clear communication, useful reporting and value for money. It also reinforces the importance of looking beyond the initial price when comparing providers.
As Paul put it, you get what you pay for.
For Medaco, that means focusing on delivering a service that customers can rely on, rather than simply trying to be the cheapest option. We believe genuine value comes from combining experienced engineering with clear communication, detailed reporting and ongoing support that helps healthcare organisations manage their equipment effectively.
Thank you, Paul
A huge thank you to Paul at University Hospitals of Northamptonshire for taking the time to speak with us and share his honest experience of working with Medaco. We’re grateful for his openness about changing servicing providers, the importance of value and the difference that good reporting can make, and we’re proud to have the opportunity to support the Trust with its healthcare equipment servicing.
