NPS Score
-100
Recommended: Unlikely
Nov '25 - Oct '26
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Recent reviews (2)
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Share Your Experience1 reviews | Active since Dec 2017
Traumatic Catering Experience
As my wife's husband, I am appalled by the standard of catering provided by Empact Group during her stay at Mediclinic Panorama. While my wife received excellent medical care from her surgeon, the food service provided by Empact was consistently unacceptable and added unnecessary stress to what was already a difficult recovery. From the beginning, there were repeated failures. Meals were incorrect or incomplete, coffee and other ordered items regularly never arrived, well-done eggs were served soft despite repeated requests, and basic dietary requirements were repeatedly overlooked. My wife is Halal and lactose free, yet there appeared to be little regard for the importance of getting her meals right. Because she only had the use of one arm after surgery, meal trays were often left beside her bed without any offer of assistance. Food remained wrapped in cling wrap that she couldn't remove herself, and trays were left out of reach. These may seem like minor issues to those delivering the meals, but to a patient recovering from major surgery they make a significant difference. What is completely inexcusable, however, is what happened next. On one day my wife found a bug in her broccoli. The following day she found a maggot on her carrots. Two consecutive days. Two contaminated meals. There is simply no excuse for this. It points to serious failures in food safety, quality control and hygiene. For a company entrusted with preparing meals for hospital patients—many of whom are vulnerable, recovering from surgery or immunocompromised—this is unacceptable. What made matters even worse was the explanation reportedly offered: that the vegetables are cooked at high temperatures, so consuming the insects would probably not make her ill. That response demonstrates a shocking lack of understanding of basic food safety and patient care. The issue was never whether she would become ill; the issue is that contaminated food should never reach a patient's tray. Watching my wife break down in tears over something so preventable was heartbreaking. No husband should have to comfort his wife because a hospital catering provider failed to deliver food that was safe to eat. Thankfully, Mediclinic's Client Liaison Officer stepped in and arranged for all of her meals to come from elsewhere for the remainder of her admission. That alone speaks volumes about the confidence in Empact's service after these incidents. I sincerely hope Empact's investigation is more than a box-ticking exercise. Patients in hospital deserve safe, hygienic, reliable meals. Based on what my wife experienced, Empact failed on every one of those expectations. Empact Group should treat this as a serious wake-up call. Hospital catering is not just another food contract—it directly affects the wellbeing, dignity and recovery of vulnerable people. Based on our experience, your standards fell far short of what patients deserve.
1 reviews | Active since Dec 2017
Traumatic Catering Experience
As my wife's husband, I am appalled by the standard of catering provided by Empact Group during her stay at Mediclinic Panorama. While my wife received excellent medical care from her surgeon, the food service provided by Empact was consistently unacceptable and added unnecessary stress to what was already a difficult recovery. From the beginning, there were repeated failures. Meals were incorrect or incomplete, coffee and other ordered items regularly never arrived, well-done eggs were served soft despite repeated requests, and basic dietary requirements were repeatedly overlooked. My wife is Halal and lactose free, yet there appeared to be little regard for the importance of getting her meals right. Because she only had the use of one arm after surgery, meal trays were often left beside her bed without any offer of assistance. Food remained wrapped in cling wrap that she couldn't remove herself, and trays were left out of reach. These may seem like minor issues to those delivering the meals, but to a patient recovering from major surgery they make a significant difference. What is completely inexcusable, however, is what happened next. On one day my wife found a bug in her broccoli. The following day she found a maggot on her carrots. Two consecutive days. Two contaminated meals. There is simply no excuse for this. It points to serious failures in food safety, quality control and hygiene. For a company entrusted with preparing meals for hospital patients—many of whom are vulnerable, recovering from surgery or immunocompromised—this is unacceptable. What made matters even worse was the explanation reportedly offered: that the vegetables are cooked at high temperatures, so consuming the insects would probably not make her ill. That response demonstrates a shocking lack of understanding of basic food safety and patient care. The issue was never whether she would become ill; the issue is that contaminated food should never reach a patient's tray. Watching my wife break down in tears over something so preventable was heartbreaking. No husband should have to comfort his wife because a hospital catering provider failed to deliver food that was safe to eat. Thankfully, Mediclinic's Client Liaison Officer stepped in and arranged for all of her meals to come from elsewhere for the remainder of her admission. That alone speaks volumes about the confidence in Empact's service after these incidents. I sincerely hope Empact's investigation is more than a box-ticking exercise. Patients in hospital deserve safe, hygienic, reliable meals. Based on what my wife experienced, Empact failed on every one of those expectations. Empact Group should treat this as a serious wake-up call. Hospital catering is not just another food contract—it directly affects the wellbeing, dignity and recovery of vulnerable people. Based on our experience, your standards fell far short of what patients deserve.