At the hotel I stayed in recently, there’s a rooftop bar on the seventh floor. At one point on the final day of my visit, the main lift (that’s elevator for those in the US) developed a fault such that it would simply close its doors then reopen them, without having moved, whenever anyone tried to use it to get to another floor.

I hailed a waiter to explain what was happening, and once he’d realised the lift was not working correctly, he took myself and a few others round to another part of the building to use the staff lift. Not only pointing it out to us, but taking us to our respective destinations, then going directly to reception to report the fault.

A perfect example of the kind of customer service you might expect in a nice hotel, but also that we should be able to experience in all walks of life – including clinical trial participation.