Service with Care. Hygiene through innovation

Transcription

1 Service with Care Hygiene through innovation

2 Introduction Since 1991, DDC Dolphin have specialised in the Sluice and Dirty Utility Room environments, through continually developing and innovating our comprehensive range of Washer Disinfectors and Macerators. At the heart of our operation lie our Service capabilities and our large, dedicated, and directly employed Field Service Engineering Team which has unrivalled experience as the industry experts with the capability to install commission, maintain and repair all makes, models and ages of Washer Disinfectors and Macerators used in the healthcare industry. DDC are proud to be the only supporter of the healthcare industry service providers who can cater for all infection control requirements, our consultative approach means that our customers can request, and will receive, bespoke proposals to meet their own unique needs. We are able to achieve this through our industry-leading service packages and comprehensive range of infection control machinery. Specialising in partnerships with Hospitals and Care Homes, we offer a personable level of customer care and are able to service our own machinery, as well as those of other manufacturers. Customers benefit from a range of ongoing support in the form of maintenance contracts, extended warranties and reactive call-outs as required. These are tailored to suit individual requirements, providing not only value for money and support, but also peace of mind through our Service With Care philosophy. We offer between one and ten year contracts, where the longer the contract, the higher the loyalty discount. Maintenance contracts provide several levels of cover and our extended warranties cover parts, and labour. With support from DDC our customers decide which level of contract best suits their specifications and how many engineering visits per annum are required. Our standard recommendation is quarterly visits for our Incomatic Macerator and competitor variants, to half-yearly visits for all Washer Disinfectors and Pulp Macerators. To specifically cater for Hospitals, DDC also has the capability to test Washer Disinfectors to HTM2030 (0101) specifications at weekly, quarterly and yearly intervals. DDC Dolphin enjoy an enviable reputation in the UK healthcare industry and our global footprint is no less impressive with a significant market presence in key markets such as North America, the Middle East and the Asia-Pacific region, alongside many emerging markets. DDC Dolphin pride themselves as being the only company capable of offering a total solution for a Sluice/Dirty Utility Room needs from initial concept and design, through to installation, continued maintenance and the supply of all machinery, stainless steel furniture and a range of infection control consumable items to complement our products. Silver Gold Platinum

3 Service Contracts A Preventative Planned Maintenance () Service Contract from DDC Dolphin will give you complete peace of mind for all your service requirements. There are three types service contracts to choose from, all created and tailored to give the required support to our customers individual needs and with our highly skilled team of engineers based throughout the UK, we are able to service both our own, and other manufacturer s assets. The first level being our standard Silver cover, which is purely for service and exclusive of all parts and labour, then we have our Gold cover which is semi-inclusive and can include either parts and / or labour tailored to your individual requirements and we have our fully Inclusive Platinum cover which includes parts, labour and servicing with a number of additional benefits including asset management and advanced reporting, a truly bespoke service package. In the larger healthcare establishments where it is critical to have a fast response time we can include full or part time permanently based site engineers as part of your Platinum cover. DDC Dolphin focus 100% of our energy, skill and knowledge to the sluice and dirty utility room environment. Our workforce are experts in the installation, commissioning, maintenance and repair of washer disinfectors and macerators used in the healthcare market. All our service packages offer great value for money and service and maintenance to suit your budget and needs. Our flexible and personable level of customer care means that no client is too large or too small. Benefits of DDC Planned Preventative Maintenance () are:- Reduced down time of machines Reduced repair visits as machine are correctly maintained Increased lifespan of your machines Confirmation that machinery is operating to manufacturers specification Reduction in cost in future and unplanned maintenance and call-out labour charges Less inconvenience for your staff - allowing them to fulfil their roles more effectively and efficiently Detailed records for asset management and budget planning Manage scale correctly in hard water area Better transparency for audits / inspections CQC / Infection Control 20% discount on all our parts

4 Silver - Standard Our Silver is our basic standard cover which includes the minimum requirement to ensure that your machines are kept in good working order. DDC recommends that the bedpan washer disinfectors and pulp macerators receive two Planned Preventative Maintenance visits and that the incontinence macerators receive four each year. Our expert engineers will diagnose and thoroughly maintain your machinery through an intensive series of processes which will ultimately prolong the lifespan of your machines. The service checks and scale management processes identified on the service visits will ensure your equipment continues to operate in line with the manufacturer s performance specification and best practice healthcare standards. Our ongoing activity and recommendations will also prolong the working life of critical parts within the machine and reduce the likelihood of equipment failure and engineer call outs. In addition to the engineer service visits DDC offer a discount on all DDC spare parts, discounted prices on reactive call outs and customers with DDC can receive preferential call out time over reactive. Silver Silver standard package includes:- Scheduled Service 2 per year for Washer Disinfectors & Pulpmatic Macerators 4 per year for Incomatic Macerators HTM2030 or HTM standard testing Basic Asset Reporting Annual advanced invoicing 72 hours response time (SLA) Staff training on commissioning of machine plus best practice usage

5 Gold - Semi Inclusive Gold Our Gold cover is unique as it allows you to specify the services you require and subsequently tailors the service you receive to your specific needs. Whether you are a small individual care establishment or part of a large multinational group this package offers a comprehensive support and gives you the freedom to tailor your needs to your budgetary requirements. Gold package can include a selection of the following:- Parts cover up to a value of your choice Emergency call out and Labour cover Staff Training and Support at intervals of your choice HTM2030 or HTM standard testing 48 hour response time Detailed and bespoke asset reporting Service Reviews with dedicated Head Office Support Expert support and guidance for design and layouts of Sluice Rooms, in existing or new environments Anniversaries for your consumable items we can ensure that you never run out of those things which are the most essential Support and training to ensure that you meet all regulatory requirements

6 Platinum - Fully Comprehensive Our Platinum cover gives you peace of mind at all levels of service, Platinum cover ensures you are protected for all eventualities. You will have your own dedicated account manager who will ensure you receive premier customer service at all times. Service visits will be pre-planned and prioritised to ensure your machines are all working to their optimum performance. Our expert engineers will diagnose and thoroughly maintain your machinery through an intensive series of processes which will ultimately prolong the lifespan of your machines. The service checks and scale management processes identified on the service visits will ensure your equipment continues to operate in line with the manufacturer s performance specification and best practice healthcare standards. Our ongoing activity and recommendations will also prolong the working life of critical parts within the machine and reduce the likelihood of equipment failure and engineer call outs. We can provide you with advanced and bespoke asset reporting with service reviews and dedicated Head Office support. We can also supply you with a stock rotation service for your consumables supplied by us to ensure you never run out of those things that are most essential. In addition to the engineer service visits DDC offer a discount on all DDC spare parts, discounted prices on reactive call out and customers under DDC receive preferential call out time, minimising down time giving you complete peace of mind, all this included in one cost. Platinum Platinum package includes:- Dedicated account manager All Standard Service visits All parts (excluding consumable items) All reactive call-out charges All labour costs 24 hour response time HTM2030 or HTM standard testing Advanced and bespoke asset reporting Service Reviews with dedicated Head Office Support Expert support and guidance for design and layouts of Sluice Rooms, in existing or new environments Stock rotation service for your consumable items Support and training to ensure that you meet all regulatory requirements

7 Our Offerings The table below shows and example of the different levels of cover. Silver Gold Platinum Service ü ü ü Parts x as specified ü Labour x as specified ü Call outs x as specified ü Call out response time (SLA) 72 hours 48 hours 24 hours Dedicated account manager x as specified ü Basic asset reporting ü ü ü Intermediate asset reporting x ü ü Advanced asset reporting x x ü Annual advanced invoicing ü ü ü Quarterly advanced invoicing x ü ü Monthly advanced invoicing x x ü Annual Asset Audit x x ü Site Audit x ü ü Frequently used parts discount x as specified ü Discounted New Machine Pricing x as specified ü Hygenex stock rotation service x ü ü Call out + Service check x x ü Staff training x ü ü Hygenex consumables x as specified as specified

8 Extended Warranty DDC Dolphin recognises that when it comes to infection control, ultimate peace of mind is the key. We want you to have the confidence that your Sluice and Dirty Utility Room Equipment is:- Meeting the thermal disinfection standard/industry-standard macerator cut requirements Working to manufacturer specifications Being used appropriately Working within the appropriate levels of water and electricity consumption This is achieved through the consummate levels of expertise and professionalism delivered by our fully employed and dedicated field-engineer Team. Our engineers are experts on all makes and models of sluice and dirty utility room equipment and can offer support and meaningful advice to all healthcare professionals. We also recognise that throughout the lifespan of your machinery there may be parts required to ensure that optimum performance of your equipment. With this in mind we are pleased to be able to offer a range of Extended Warranty options to ensure that you are covered, no matter what the requirement. Our options include:- 1 5 years as standard with extended periods available upon request All Extended warranties include our recommended minimum 2 x services visits per year All non consumable parts covered can be quoted for all DDC and non DDC machinery Any age of machine will be considered

9 Service Engineering Metrix System Service customers of DDC Dolphin will benefit from the significant investment that has been made into a robust automated field service management system solution. Our systems combine best practices in field service and workforce automation with state-of-the-art technology to create a flexible, high-value mobile solution. At the heart of this solution is a Dynamic Scheduling Engine (DSE) which has a comprehensive set of features to take account of every service related situation. The DSE is constantly revising the work schedule to optimise the performance of the field service team. The DSE is partnered with a the latest mobile device technology which is configured to receive jobs, use GPS to find nearby parts, get directions, order parts, take pictures and notes, fill-out compliance checklists and capture signatures. The information captured is then immediately electronically sent back to our system and to our customers for record keeping and compliance. Our field service management systems are fundamental to enable us to deliver world class service. Our customers will benefit from: - Fast response times through constant scheduling optimisation High first time fix rates through sending the engineers with the right skills and parts to complete the work Adherence to service level agreements (SLA s) for both reactive and planned maintenance Real time job updates and instant information on job completion for compliance

10 HTM 2030 Testing DDC Dolphin provides Health Technical Memorandum (HTM) 2030 testing for Hospitals and other Institutions with washer disinfectors which require stringent cleaning procedures to achieve disinfection of the container used to collect human waste. This will ensure minimised risk of infection to service users/ patients, staff and third parties in accordance with British Standards. HTM 2030 gives guidance on the choice, specification, installation, validation, periodic testing, operation and maintenance of washer disinfectors in use in Hospitals and other Institutions for processing medical devices, laboratory ware and sanitary products. HTM 2030 testing is rigorously enforced within the National Health Service and Private Hospitals / Institutions with washer disinfectors. In order to demonstrate compliance with HTM 2030 regulations, DDC s expert engineers carry out a series of testing protocols using calibration equipment on the mechanical aspects of the machinery and its performance against set microbiological criteria. Different tests are carried out or repeated on a weekly, quarterly and annual basis. The validation and test routines used is then verified by periodic testing of both the machine in use and the final rinse water. An initial engineers report is issued on site verifying the machine is fit for use. A full report with thermometric graphs and calibration confirmation is then issued within three weeks for the Institution s records giving better transparency for audits / CQC inspections / Confirmation of Infection Control. Range of options:- Weekly Quarterly Yearly accreditation

11 Scale Management Approximately 70% of the water used throughout the world is naturally hard, meaning it contains a high mineral content, including calcium and various other salts. Calcium deposit build-up can have disastrous effect on pipes, valves, spray heads, heating elements and other devices within the machine. Scale build up within the machine will act as an insulator, preventing the heating element from transferring heat to the water. This results in longer cycle times, higher costs and ultimately leads to wasted energy. Over time the build-up of scale may cause the premature failure of components within the machine. Scale management is strongly recommended to combat the effects of hard water on all types of bedpan washers and for macerators which are located in extremely hard water areas and chemical treatment of the incoming water supply is essential to manage and control the build-up of scale. DDC offer a range of solutions to match the level of water hardness in your area. Our fully automatic Scalematic system comprises of a single plug-in canister which must be replaced every 6 months. The Scalematic system is normally sufficient for most areas of the UK, however if your site is in a very hard water area we would strongly recommend the installation of a supplementary system to manage and control the negative impact of scale. The DDC machine range is enhanced with an optional automatic dosed chemical system. This eco-friendly chemical additive is pumped into the machine providing a fresh odour to the machine and the surrounding area. DDC offer a range of chemicals providing disinfection, detergent and scale inhibiting benefits. This additional level of treatment is recommended to enhance the cleaning of the chamber and internal pathways of the machine. This extra level of infection control is highly recommended for goods associated with the disposal of human waste.

12 Asset Management Our dedicated Customer and Service Management software captures all historical and up-to-the-minute asset information for all of your sites. This gives DDC Dolphin the opportunity to track all asset performance and ensure that we are helping our customers to manage their assets as effectively as possible. Our bespoke CRM system also enables detailed asset reporting relating to faults, servicing and performance. Reporting Suites available:- :: Asset Registers :: Invoice Spend :: Common Faults :: HTM Reporting Service JAN FEB MAR APR MAY JUN The bespoke reporting suites offered by DDC can help support the important infection control and financial decisions that our customers have to make on a regular basis. We recognise that understanding your asset performance and spend, alongside expert advice and support is invaluable within the industry. We welcome the chance to discuss our clients bespoke reporting needs and frequencies to ensure that the right information is always available at the right time. Monthly Asset Reporting Summary Monthly Asset Reporting with breakdown of machine location, latest condition rating, scheduled service visits against actual completed service visits, total call outs per machine per month. Additional agreed reporting can give a rolling total of the invoiced amount per machine during the contract period. Visual Displays/Graphs of Asset Reporting. Total of call outs, services, invoice costs per machines can be displayed in a visual graph format to give a clear indication at a glance of which machines have received higher volumes of repair work. Invoice Breakdown Financial overview between reporting period, showing individual invoice cost per site, invoice type and description. This can be broken down into Capital Sales (Assets), Service & Consumables.

13 Hygenex Consumables Our new Hygenex consumables are designed to provide you with a complete range of cleaning products which help reduce the risk of HAI s, raising the standards in infection control. Any selection of these products can be included as part of the Gold or Platinum contracts. If you have the Platinum contract we offer the service of monitoring your usage to replace all your consumables on a stock rotation basis so that you never need worry about running out of these essential supplies. The full range of Hygenex consumables are:- EcoCleanse+ macerator disinfectant - 5 litres EcoWash+ for use in washer disinfectors in soft water areas - 5 litres EcoWash + Ultimate for use in washer disinfectors in hard water areas - 5 litres EcoCleanse+ maceratable wipes suitable for skin and surface use per tub Alcohol and alcohol free hand sanitizer gel and foam in bottles ml or dispenser refill packs - 1 litre Hands free automatic dispenser for hand sanitizer gel and foam Antibacterial perfumed soap ml Surface spray sanitizer ml spray & 5 litre refill bottles Room air freshener for metered dosing dispenser 270ml Metered automatic aerosol dispenser Stainless steel cleaner/polish - 500ml

14 BREAKING THE CHAIN OF INFECTION INFECTIOUS AGENT RESERVOIR SUSCEPTIBLE HOST PORTAL OF ENTRY BREAKING THE CHAIN OF INFECTION BREAKING THE CHAIN OF INFECTION MODE OF TRANSMISSION PORTAL OF EXIT DDC Dolphin Ltd The Fulcrum, Vantage Way, Poole, Dorset BH12 4NU telephone: +44 (0) fax: +44 (0)