Infrastructure
Barts Health T
he brand of healthcare organisations is very important and this is certainly the case at Barts
Health. This NHS Trust is a leading, internationally renowned teaching hospital based in East London serving a population of 2.5 million, a turnover of £1.25 billion and a workforce of 15,000. Protecting the brand of Barts Health extends beyond its clinical teams. Facilities management services also have a significant impact on influencing how patients rate their hospital experience. Patients use reference points from
their daily lives to judge the quality of their hospital experience, since the vast majority of people do not have a reference point against which to judge the quality of clinical interventions. In the absence of everyday benchmarks of the quality of clinical interventions peoples rating of their experience is influenced by factors that they are familiar with: how helpful was the receptionist? Was the hospital clean? How was the food? Shortcomings in any one of these areas will ultimately impact on a patient’s
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Facilities management services supporting the patient experience
perception of clinical care. Carillion is privileged to be working
with Barts Health to provide Facilities Management Services to five out of the six hospitals managed by the Trust. At three of the hospitals: Royal London; St Bartholomew’s and London Chest, the facilities management services are provided as a subcontract under a wider Private Finance Initiative agreement that included the UK’s largest new hospital development. A comprehensive range of hotel services are provided by over 1,000 staff, reflecting the diverse ethnic mix of east London. Service delivery has been designed around clinical zones and neighbourhoods ensuring a swift response and efficient service delivery throughout the hospital – and for less money than it cost in the old hospitals. This service design has been possible through working closely with design teams from the very early stages of the new hospitals. For those requiring facilities
management support a single helpdesk number provides a single point of
Carillion
contact to all of the hotel services. This helpdesk is the nerve centre of the operation and is enabled by a modern Computer Aided Facilities Management system (CAFM) linked to a number of other systems that allow the efficient delivery of specific service lines. The CAFM keeps track of every task, planned or reactive, and allows services to be managed against Key Performance Indicators (KPIs) that are calibrated to allow the contract to be managed using a performance management system (PMS) based on delivering the outputs required to support patient care. Failure to perform results in financial penalties and service failure points which can ultimately lead to termination of the contract. Throughout the construction of the
new hospitals, which in total spans 10 years, the existing hospitals have been fully operational and Carillion staff have played an important role in supporting the delivery of clinical care during the construction phase, which commenced in July 2006. At the centre of the approach that we
have taken is a passion for the safety of patients, our customer’s staff and our own people. Acute hospitals demand that we use all of our experience of working in critical environments. It is this focus that enables us to play our part in maintaining and enhancing the brand and reputation of Barts Health.
global-opportunity.co.uk
Issue 01 | Global Opportunity Healthcare 2015 67
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