Customer feedback could save lives
Image: From left to right: Captain Alwyn Rees, head of ferry operations at Red Funnel; Jit Desai, head of customer services at Red Funnel; nurse Adele Norman; Jenson Norman; Captain Aqeel Hyder, fleet environment health and safety officer at Red Funnel; Captain Brett Phillips, master Red Osprey at Red Funnel.
15 July 2015 – Regular ferry passenger Adele Norman has praised Red Funnel for the company’s prompt response to her knowledge and feedback after she dramatically nursed a fellow passenger who had collapsed with a severe peanut allergy on board.
Being a nurse and mother to a child with a nut allergy, Adele knew what to do and worked with other health professionals on board to ensure the safety of the ill passenger until the ferry docked and was met by an ambulance.
Although Red Funnel’s first aid equipment met all the standards set by the Maritime and Coastguard Agency (MCA), the firm decided after the incident to expand its medical equipment following Adele’s feedback. The new kits for use by medical professionals have been installed on Red Funnel’s three ro-pax ferries, three Hi Speed Red Jet’s and at the company’s four terminals. The equipment includes emergency oxygen resuscitation kits, EpiPens and airway apparatus.
This attention to safety helps illustrate why Red Funnel has won five RoSPA Presidents Awards and fourteen gold awards at the Royal Society for the Prevention of Accident (RoSPA) annual safety awards.
Adele Norman said: "I'm so impressed with Red Funnel for taking my feedback seriously and for expanding its medical kits so promptly. As both a health professional and the mother of a child with a peanut allergy, it's very reassuring to know that a business as big as Red Funnel listens to its customers and has taken action as a direct result of my comments.“
Murray Carter, director of customer services at Red Funnel, said: "It will be no surprise to anyone that the safety of passengers and staff is always our number one priority. Following this medical incident and the feedback we received from Adele, we were only too pleased to expand our range of medical equipment beyond the statutory requirements. We’ve done this in close liaison with the MCA, who produce the legislation and guidance on maritime matters.”
"We would also like to express our sincerest thanks to Adele Norman for her actions in assisting our customer and for making such a positive recommendation.”
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