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Hospital café customers quick to criticise new operator
CUSTOMERS at Noble's Hospital's cafe have been quick to criticise the new operator.
Alpine, which runs a caf and coffee shop in Regent Street, Douglas, took over the franchise from Spill the Beans just over a week ago.
Spill the Beans, which also runs the coffee house in Market Hill, Douglas, had operated the franchise since the hospital opened in 2003 but lost the contract after it was out-bid when the Department of Health and Social Security put the franchise out to tender.
Online readers at iomtoday.co.im criticised Alpine's high prices and poor service at the hospital when it opened on Monday, September 28.
>> Your Shout: Hospital coffee shop
The Department of Health and Social Services's director of strategy Norman McGregor Edwards said: 'The DHSS is aware that there have been some complaints about the new caf service in the entrance foyer at Noble's Hospital.
'The new contractor has been operating for less than a week and, inevitably, there have been some initial problems as the new contractor and staff settle in.
'The DHSS is monitoring the situation, however, and will discuss any continuing difficulties with the contractor should it become necessary to do so.
'It should be borne in mind, however, that the caf is operated by a private commercial contractor.
'Any concerns which customers may have should first of all be raised with the contractors so that they have the opportunity to respond and to correct any problems.'
Alpine has extended the cafe's opening hours to 8am-7pm Monday to Friday and 10am-4pm Saturday to Sunday.
And since it opened on September 28, the cafe is now offering filter coffee for 1.50.
Alpine managing director Andy Hardy declined to comment.
WHAT DO YOU THINK?
Send your comments to newsviews@newsiom.co.im
YOUR COMMENTS
Bring back spill the beans, great service, the staff knew how to handle people who were in an often tense and stressful situation, why change something that worked and offered a good service and good choice!
TK
I understand that Spill Beans charged 2.45 for a sandwich at the hospital coffee shop, whereas Alpine now charges 3.95 for the same product, an increase of 61%. A latte coffee previously cost 1.70. It now costs 2.25 for a small latte and 2.75 for a large. There used to be queues of staff and visitors at the coffee outlet. Now there are none. The coffee outlet operates a monopoly and visitors to the hospital, who are held entirely captive, have no option but to pay these ridiculous prices…receiving 1.40 change out of two ten pound notes in exchange for coffee and a sandwich for three (and none at all if they are thirsty). In a piece of dismal business planning, The DHSS has concerned itself only with how much money it can extract from the operator, when they should have thought to define maximum prices that any operator may charge patients, visitors and staff should they express an interest in the tender. My prediction is that Alpine will go out of business at Nobles very rapidly, and good riddance.
IRRITATED CUSTOMER
I was at Noble's last week and had a sandwich and tea at the Caf. The tea was an unremarkable 1.20 and the sandwich 3.95, which was more expensive than charged by Spill the Beans. However, it was a freshly made sandwich with plenty of filling and doorsteps of fresh bread and served with some crisps. Much more satisfying than the plastic wrapped sandwiches that used to be the case. I think that what was supplied was value for money. The problem seems to be that some people want a less expensive option, even if they will get less for the reduced cost. Perhaps the new operators could make both types of sandwich available?
EVIL GOBLIN, Ramsey
The seating area looks barren the food doesnt look fresh and the cost is prohibitive! such a shame the DHSS didnt have the foresight (AGAIN) to look at what required and needed by the visitors to the hospital before they took away the franchise from a hardworking and enthusiastic company to give it to one whos main aim appears to be the !
A HUNGRY CUSTOMER
Ordinary food, massively over inflated prices and poor standard coffee.
Once again, an operation driven by profit and not customer satisfaction. Everyone's in business to make money but others who may have bid would have customer care in mind. Lets have an honest Manxman in there who knows what Manx people want. Courthouse, Alpine, and the operation at Skandia are all run with the same motivation. Money, money, money. Unsurprisingly, Mr Hardy declines to comment. This was foreseen by the public.
ANGERED ANON
Accepting change is often difficult - so too is taking over an established venue and there are bound to be teething problems to start with. I have always enjoyed the fresh food served by the friendly staff at the Alpine and I'm sure the caf at the hospital will be just as welcoming when they find their feet. As for "irritated customer" – simple, have a word with yourself …. If you don't like the prices there are other places to eat!
CG
I am surprised that some people are shocked by the hike in prices. The new tenants obviously put in a higher tender than the previous ones. Assuming that the previous tenants tendered a price they could afford based on what they sold their products at, a higher tender obviously means higher prices. I also assume that the Committee who awarded the new contract would also realise it. Therefore they have put profit (probably a few thousand pounds within a budget of millions) ahead of the welfare of patients and visitors. Whatever happened to 'if it works don't fix it'?
GEOFF, Douglas
The DHSS fails to point out that it was due to them raising the rent of the space, cramped and ill ventilated as it is. This has led to the owner of Spill the Beans having to pull out as Alpine has been able to pay higher, due to their extortionate prices giving them a huge profit margin. Alpine does operate at Skandia House however not for Royal Skandia but for Pokerstars who are able to pay their extortionate prices. As visitors are no longer able to go to the canteen as it is now reserved for staff only since moving to the new premises (DHSS choice again) there was and still is little choice for visitors to get a hot and cold refreshments or food, Spill the Beans was friendly and the soup, cakes and drinks especially, were great and reasonably priced. I hope that the shop either lowers the prices or the DHSS realises the mistake and does something about it. From a Spill the Beans Customer since 1999
ANON
What other places to eat has 'CG' discovered near Nobles hospital? I suppose you could drive to Strang Stores for a can of Coke and a Mars bar. Most hospitals in the UK have set aside excellent cafe areas often run by the WRVS. Staff are volunteers and all profits go towards those extras for patients unable to be funded from the essential core budget. With no labour costs, prices are low. The Manx NHS chooses to make a profit and to hire out the pitch to the highest bidder. Such practices create the very problems highlighted, and can also be found at the airport, which looks as though it may no longer be the most expensive snack place on the Island.
STEVEH
Dear Sir or Madam I think that the high prices at the Alpine Cafe at Nobles Hospital are absolutely disgusting. I could understand if you are going to a trendy Cafe in town where you might expect to pay a higher amount for a sandwhich, latte, etc, but you are not, you are at the Hospital and nobody is there for a fun day out! I understand that the Alpine is a business and they are there to make money, but come on, the people they are selling to are mostly patients, people who aren't well or may have just been given bad news, only to be made worse when they get their bill at the Cafe!!! This company needs to lower its prices and remember who they are selling to in the Hospital, instead of thinking on how much they can line their pockets with.
CM
sorry CG yes you are right-if you arent happy with the price then there are other places to eat-UNLESS you are to spend the day in a hospital where you cannot leave as you are having tests or waiting for hospital transport which is very limited and very overstretched to get you home and there IS NOWHERE else to go!
VERY HUNGRY CUSTOMER
A VERY HUNGRY CUSTOMER has already answered CG's nonsensical reponse, which completely misses the point. If you wish to avoid getting ripped off in Regent Street, there are certainly many reasonably priced, value for money outlets in the surrounding streets. However, hospital visitors are a captive and often distressed group and there are certainly no alternatives at Nobles, other than to bring a thermos and have a coffee in your car. Perhaps they'll be charging you to park at the hospital before long, too? By the way, I like to see my sandwich made by someone wearing gloves, don't you? Lessens the chances of getting food poisoning. Its just basic hygiene, even when the filling is whopped between two enormous slabs of bread that displace your dentures. Bring back Spill The Beans as soon as possible and send the person responsible for messing with contracts to business school for reeducation. Incidentally, this paper stated on August 26 that Alpine would be offering to reemploy staff formerly employed at the hospital by Spill the Beans. How many of them are now on its payroll, exactly? Did it offer them the same wages or did it attempt to gouge? Presumably the DHSS is hoping, unrealistically as it turns out, to make a few extra shekels while another counter at Markwell House is having to fork out unemployment benefit from funds previously owned by Manx taxpayers. Different budget, I suppose. Keeps civil servants in a job.
IRRITATED EX-CUSTOMER
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