Hospitals would cease to function without the often-unseen contributions of catering, sterile services, domestic services, grounds and gardens, medical equipment management, and portering. These dedicated teams keep hospitals running, transporting patients, collecting blood, managing switchboards, and supporting department moves. In a single year, domestics provide 1.3 million hours of cleaning, nearly nine million laundry items are washed, over 1.5 million meals are served by catering, around 4.2 million surgical instruments are cleaned by sterile services, and each porter walks an average of 22,456 steps during a 7.5-hour shift.
Collectively known as estates and facilities management, these hidden heroes are being celebrated by Mid and South Essex NHS Foundation Trust on National Healthcare Estates and Facilities Day (Wednesday, June 17).
From Homelessness to Hospital Domestic
Sean Mayo, from Westcliff, has worked as a domestic at Southend Hospital for over three years. The role has boosted his confidence after he experienced homelessness and lived on a beach for two weeks. With help from homeless charity HARP and the Trust’s Anchor programme, he secured his position, becoming one of more than 1,500 estates and facilities staff.
Sean said: "Getting this role has helped me tremendously. It has been a fantastic step for me as it is just nice to feel part of a team, and it’s great working for the NHS knowing that, although it is largely unseen, I’m integral to hygiene and doing my bit to keep patient care running and helping staff. It’s really helped bring me out of my shell, given me a boost of confidence, and it’s nice to have a sense of camaraderie with domestics, as well as ward and theatre staff."
He added: "By sharing my story, I hope to show others in a similar situation that there is help available and that, although it may not seem it at the time, there is a way back and positives to look forward to. I’ve found that here and really enjoy my role and working with such a nice group of people."
The Voice of the Hospital
Anne Potten, from Hockley, has been a reassuring constant on the Southend switchboard since December 2020. She said: "What I love most about my role is talking to people, offering a personal touch, and helping resolve problems – whether that’s guiding someone through booking an appointment or calming a worried caller. No two days are ever the same, and I enjoy that unpredictability."
Anne has become familiar with countless voices across the Trust, including patients, doctors, and regular callers who instantly recognise her warmth. After 4pm, and on weekends and bank holidays, the switchboard team also handles calls for the general office, managing everything from doctors’ accommodation keys to bleeps. Anne is skilled at putting people at ease and directing them appropriately. Nine times out of ten, callers return satisfied because she has taken the time to guide them properly.
As one of 14 operators in Southend, including night staff, she supports a wide range of needs, from older people who cannot sleep and call for a chat, to families anxious about loved ones in A&E, or people simply unsure about appointment times. One particular moment stays with her: "I was comforting a distressed husband whose wife was in hospital. He was really stressed and worried, but by the end, we were laughing together. He told me I had made him smile on one of his darkest days." For Anne, that makes everything worthwhile, treating every caller – over 135,000 in Southend alone between January and the end of May – as she would want her own family to be treated.
