HEALTHCARE SECTOR. Delivering exceptional FM in healthcare. Exceptional Service, Exceptional People

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1 HEALTHCARE SECTOR Delivering exceptional FM in healthcare Exceptional Service, Exceptional People

2 Norland in healthcare Norland works with leading NHS Foundation Trusts and acute hospitals complete with extensive wards, operating theatres, A&E departments, intensive care and specialist units. We work with GPs, dentists, nursing and residential care homes, mental health and rehabilitation centres. We also provide maintenance services to the national voluntary blood and transplant system. Our clients include:- King s College Hospital NHS Foundation Trust Great Ormond Street Hospital for Children Royal Surrey County Hospital Chelsea and Westminster Hospital Royal Hospital Chelsea Royal Berkshire Hospital Nuffield Health Hospitals (nationally) NHS Blood and Transplant NHS Manchester NHS Stockport Richmond and Twickenham PCT STUDY: The Royal Berkshire NHS Foundation Trust is a large general hospital Foundation Trust with 607 acute, 44 paediatric and 57 maternity post natal beds. It has operating theatres, specialist departments such as pathology, radiology and mental health, retail areas and a children s centre. Norland s 24/7 service includes the care of critical areas like the operating theatres and the renal unit. The contract includes sterilising and decontamination units, theatre validation, hydrotherapy pools, nurse call systems and panic alarms, compressed air, uninterrupted power supply (UPS), standby generators, patient hoists, catering equipment, grounds, gardens and emergency lighting. The delivery of frontline healthcare services has never been more challenging than currently. We are pleased to be working with Norland to drive ongoing compliance across our various sites, as well as ensuring value for money." Philip Holmes, Director of Estates and Facilities Management, Royal Berkshire NHS Foundation Trust

3 A clear choice for NHS procurement The delivery of frontline healthcare services has never been more challenging. An expanding and ageing population, obesity levels, sedentary life-styles, more people living with chronic conditions and the need to fund new drugs and treatments, are all putting additional pressures on stretched budgets. Added to that is the need to deliver savings in a challenging financial climate. The Health & Care Social Act (2012) is bringing about significant structural changes to the NHS in England with NHS Scotland, NHS Wales and Northern Ireland s Health & Social Care having already made substantial changes to the way they deliver services. The Republic of Ireland s Health Service Executive is also working to achieve substantial savings and efficiencies. Norland is a transparent, open book company which works to clear targets using compliant processes. If you are an NHS procurement team we make it easy for you to access the value for money we are providing. We bring peace of mind by making it possible for our clients to focus on the care of their patients, residents, visitors and staff whilst we work hard to provide a secure, compliant, clean and well maintained environment. Our Patient Experience Training, Business Systems software and Quality, Health and Safety systems ensure a streamlined, legislatively-compliant and dependable service bespoke to the Healthcare sector. A preferred partner on a number of NHS framework agreements, we re well suited to be the partner of choice for the NHS. 360 care for patients & visitors Acute, primary or community healthcare settings are tightly bound by regulation and face considerable public scrutiny. We reflect this in our ways of working. Patients, and their visitors, are central to all we do. Whether we are conducting planned maintenance to the lifts, repairing emergency lighting or washing the walls as part of an infection control regime, our staff are trained to treat patients with dignity and respect. We are experts in managing clinical environments which must be available and operational whenever required. Norland s Healthcare Capability HVAC planned and preventative maintenance Mechanical and electrical maintenance Specialist theatre cleaning and general cleaning Theatre, emergency and general lighting Exhaust ventilation Energy services and carbon reduction (LED lighting NHS framework) Water compliance Sterilisation, decontamination and infection control Projects and extra works such as CHP plant installation Helpdesk and front of house Soft services such as security, grounds and catering Building fabric

4 STUDY: King s College Hospital is an NHS Foundation Trust and one of London's largest and busiest teaching hospitals. It has nearly 1,000 beds on the main site and comprises 18 buildings ranging from the original old building to the state-of-the-art Clinical Trials Facility. There are also two satellite renal buildings. The on-site facilities at King s include Accident and Emergency, liver transplant, cardiac theatres and a dental hospital. Norland s staff of 15 qualified engineers and technicians provide the hospital with planned preventative maintenance and reactive repairs as well as infection control to Hospital Technical Memorandum level 3 (HTM03). The Trust benefits from:- Reduced costs and increased scope of service Improved specification of services better reflecting the Trust s requirements Formal performance measurement Single point of contact for maintenance services via a helpdesk Best practice management information and reporting with fewer invoices STUDY: Hounslow and Richmond Community Healthcare (HRCH) NHS Trust provides communitybased services to the population of the Boroughs of Hounslow and Richmond. Norland Managed Services has been working for the Trust for the last ten years. A team of field-based engineers provide planned preventative maintenance and reactive works to Teddington Memorial Hospital a 50 bed community hospital with consultant and GP-led outpatient services, a walk-in-centre, diagnostics, rehabilitation and six health centres. We value the high level of support from Norland to the Trust, this can only be brought about from having a long-term contractual relationship. Douglas Fuller, Assistant Director Estates and Facilities for HRCH

5 Some of the healthcare clients supported by Norland Norland provides specialist services to critical environments. Its Critical Engineering Risk Management (CERM ) approach is a suite of robust and tested tools which reduce operational risk by up to 80%.

6 Patient well-being As any patient knows, well run hospitals in good condition are more likely to give a sense of well being at this critical time. More than that but they are nicer places to visit and work. Our robust working practices adhere to the guidance set out in the Health Building Note publications (HBN) and Health Technical Memoranda (HTM). We start by getting the basics right by improving plant room standards and conducting QHSE risk profiles during mobilisation. Norland always keep decision-making as close to the customer as possible. Decisions are made on-site by empowered staff and it s in our DNA to be accessible, approachable and accountable. When it comes to building fabric maintenance the traditional approach has always been to look at components like walls and ceilings individually. At Norland we think more proactively. We ll group together different areas of the clinical setting into domains and create a planned maintenance schedule for each one. It s a lot less reactive which means there are a lot less call-outs and it means we re able to prioritise those areas most likely to impact the patient experience. Norland is a member of the Institute of Healthcare Engineering and Estate Management, an International Professional Engineering Institute and specialist Institute for the Healthcare Estates Sector. Patient Safety We work to the Seven Steps to Patient Safety process. This means we embed, communicate and operate a safety culture. We actively participate in Patient Environment Action Teams (PEAT) in ensuring high standards in the non-clinical aspects of patient care. We build a safety culture by leading and supporting our staff to recognise and manage risk as well as report, communicate, learn and share. Seven Steps to Patient Safety Step 1 Build a safety culture Step 2 Lead and support your staff Step 3 Integrate your risk management activity Step 4 Promote reporting Step 5 Involve and communicate with patients and the public Step 6 Learn and share safety lessons Step 7 Implement solutions to prevent harm

7 Preferred supplier to the NHS Norland is a preferred supplier for energy efficient lighting to the NHS Commercial Procurement Collaborative (NHSCPC). 55 NHS Trusts around the country are able to benefit from the NHS-owned national procurement organisation which uses its immense buying power to deliver millions of pounds of efficiencies to its membership. We are also part of the Mayor of London s RE:FIT energy efficiency retrofitting framework. RE:FIT is an innovative, award-winning scheme to help public sector organisations in London improve their energy efficiency, reduce their CO 2 footprint and achieve financial savings. Are you one of the 18 NHS organisations currently part of the framework too? Norland has undertaken projects works on behalf of NHS Manchester, Salford and Withington Community Hospital. They completely upgraded the BMS system to allow plant to operate more efficiently across our health centres and this has resulted in significant savings in our operating costs. We have recently awarded Norland our dermatology relocation works and hospital, treatment room and office refurbishment at Withington Community Hospital. David McGarrigan, Deputy Associate Director of Estates & Facilities, NHS Manchester & NHS Salford Full FM package Norland provides a fully managed facilities management service for those healthcare bodies requiring hard and soft services as a single package. Norland provides a best-in-class service, whether that s self-delivered or via its carefully selected partners. Customers get to choose who they work with but without the pain of having to manage lots of individual contracts. Our significant purchasing power makes this approach more cost effective than selecting each provider as a single-service line. RESIDENT ENGINEERS & FM TECHNICIANS MOBILE ENGINEERING FORCE THROUGHOUT UK CRITICAL ENVIRONMENT SERVICES Principal Business Solutions HARD & SOFT MANAGED SERVICES ICT SUPPORT SOLUTIONS PROJECT SERVICES Complementary Services FABRIC-PLUS SERVICES MATTERS ENERGY

8 Norland is a leading provider of hard services-led facilities management. One of the UK s fastest-growing FM, energy and project management companies, Norland manages and enhances the capital assets of national and global businesses. Since its formation in 1984 Norland has achieved consistent annual growth, which has been built on delivering exceptional levels of customer service and by investing heavily in people and technology. Norland works from a strategic network of regional offices throughout the UK, Ireland, Europe and the US. Consistently strong annual growth means Norland is ranked highly in the Sunday Times HSBC Top Track 250 league table. The company is a 2013 CIBSE Contractor of the Year winner. Recent Awards: Norland Managed Services Ltd City Bridge House 57 Southwark Street London SE1 1RU t: f: e: info@norlandmanagedservices.co.uk w: Norland Managed Services Ltd. All rights reserved. Information is for guidance only. Healthcare001