Essentia Group Operations - SLA Example A WARD Essentia Service Level Agreement - Service Specification [Draft Document for Discussion] For Ward Effective Date: 01 April 2013 Document Owner: Essentia Version Version Date Description Author 1.0 13/1/2013 Service Level Agreement JJW DRAFT Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.) Approvers Role Signed Approval Date Essentia Service Provider [Name of Service lead] [Ward Name] General Manager [Name of Customer lead] SLA/WARD/JJW/V.1 1
Essentia Group Operations - SLA Example A WARD Table of Contents Section Page 1 Agreement overview 3 2 Our Goals & Objectives 3 3 Working in Partnership 3 4 Review of Agreement 4 5 Your Service & Management Team 4 6 The Service Agreement 5 6.1 The Service Scope 5 6.2 What we need from our customers 5 6.3 What our customers can expect from us 6 6.4 Service Assumptions 6 7 Service Management 6 7.1 Service Availability 6 7.2 Emergency Service Requests 7 8 How to request additional services from us 7 9 What to do if things go wrong 7 10 Relevant Appendices 7 Appendix 1 Service Specification 8-9 Work Schedule 10 Cleaning Elements & Standards 11-15 Appendix 2 Service Pricing for additional Services outside of Scope 16 Appendix 3 Service Line Management Pricing Schedule 17 SLA/WARD/JJW/V.1 2
Essentia Group Operations - SLA Example A WARD 1. Agreement Overview This Agreement represents the Service Level Agreement Service Specification ( SLA or Agreement ) between Essentia Hotel Services and [A Ward] for the provisioning of Environmental Cleaning Services required to support and sustain the healthcare environment compliant to the following: Health and Social Care Act 2008 National Standards for Cleanliness in the NHS 2007 National Patient Safety Advisory s Revised Healthcare Cleaning Manual 2009 A Matrons Charter: An Action Plan for Cleaner Hospitals This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein. 2. Our Goals & Objectives The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision to the customer. Match perceptions of expected service provision with actual service support & delivery. 3. Working in Partnership The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this Service Specification: Service Provider(s): Essentia Hotel Services ( Provider ) Customer(s): A Ward ( Customer ) SLA/WARD/JJW/V.1 3
Essentia Group Operations - SLA Example A WARD 4. Review of Agreement This Agreement is valid from the 1 st April 2013 and is valid until further notice. This Agreement should be reviewed at a minimum once per year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Relationship Manager ( Document Owner ) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Relationship Manager: Peter Bennett Review Period: Quarterly Previous Review Date: N/A Next Review Date: 31 st March 2014 5. Your Service and Management Team who we are and how to contact us Head of Service Peter Bennett General Manager Joe Chappell Site Manager STH Aidan Cleasby Site Manager Guys Andrea Best Head of Service Peter Bennett Office: 02071887188 Mobile: 123456789 Email: HOS@gstt.nhs.uk Overall responsibility for Service Delivery Joe Chappell General Manager Office: 02071887188 Mobile: 123456789 Email: Joe@gstt.nhs.uk SLA/WARD/JJW/V.1 4
Essentia Group Operations - SLA Example A WARD A N Other Relationship Manager STH Office: 02071887188 Mobile: 123456789 Email: ANO@gstt.nhs.uk A N Other Relationship Manager Guys Office: 02071887188 Mobile: 123456789 Email: ANO@gstt.nhs.uk These individuals will co-ordinate and manage the daily operations of Services ensuring standards are maintained at all times and dealing with day to day enquiries from customers. 6. The Service Agreement The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement. 6.1. The Service Scope The Cleaning service will meet compliance to a designated High Risk area as determined by the National Standards of Cleanliness 2007 definition: Required Service Level Outcomes should be maintained by regular and frequent cleaning with spot cleaning in between. Both informal monitoring and formal auditing of standards should take place continuously. Rooms in a high-risk functional area should be audited at least once a month until the lead cleaning manager and infection control team are satisfied that consistently high standards are being achieved, after which the audit frequency may be reduced to no less than twice- monthly o Please refer to Appendix 1 for full details of Service Specification 6.2. What we need from our Customers Customer responsibilities and/or requirements in support of this Agreement include: Payment for all support costs at the agreed interval. Methodology to be agreed with Finance when Trust decision made on how payment to be made under SLM Please Refer to Appendix 3 Reasonable availability of customer representative(s) when resolving a service related incident or request Customer Representative Full Contact Details Name [Mr Ward Manager] [123456789] 6.3. What our Customers can expect from us Service Provider responsibilities and/or requirements in support of this Agreement include: SLA/WARD/JJW/V.1 5
Essentia Group Operations - SLA Example A WARD Meeting Key Performance Indicators Key Performance Indicator Target Meridian Inpatient Survey ward cleanliness rated as not very clean or not at all clean. 3% Meridian Inpatient Survey - toilet/bathroom cleanliness rated as not very clean or not at all 6% clean. Environmental Cleaning Score (National Cleaning Standards 2007) 95% National Patient Safety Advisory Compliant Risk Score. 87% 6.4. Service Assumptions Communication and working together Assumptions related to provision of services and/or components include: Changes to services will be communicated and documented to all stakeholders. All parties will work together in the spirit of Trust Values 7. Service Management Effective support of services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components. 7.1. Service Availability Coverage parameters specific to the service(s) covered in this Agreement are as follows: Service Times Scheduled cleaning is undertaken within the times stated below except where expressly agreed or amended within this agreement Hours of Service: 07.00 19.30 Days per week: 7 Hours per week: 105 Number of Housekeepers: 2 Staff Breaks: Early shift 10.30 10.45 with lunch 12.30-13.00 Late shift 16.00 16.15 with lunch 13.00-13.30 7.2. Emergency Service Requests In support of services outlined in this Agreement, the Service Provider will respond to service related incidents or emergency requests within 20 minutes Emergency Bleep 2900 SLA/WARD/JJW/V.1 6
Essentia Group Operations - SLA Example A WARD 8.0 How to request and agree additional Services from us Non emergency Services requested outside the scope of this agreement will need to be discussed and agreed with your Manager with payment met in accordance with 6.2 above. 9.0 What to do if things go wrong and cannot be resolved to your satisfaction? If a dispute arises between the customer and service provider in relation to any matter which cannot be resolved by the Head of Service such dispute may be referred to the Essentia Group Director GSTT Client Lead (Amanda Millard). Such disputes will be investigated and resolved within 14 days with the outcome communicated to the customer both verbally and in writing [normally by Trust E-Mail]. 10.0 Relevant Appendices The Appendices listed form part of this agreement Appendix 1 Service Specification Work Schedule Cleaning Elements & Standards Appendix 2 Service Line Management Pricing Schedule Appendix 3 Service Pricing for Additional Services SLA/WARD/JJW/V.1 7
Essentia Group Operations - SLA Example A WARD Appendix 1 Service Specification What we will do Scheduled Cleaning This schedule will be agreed between and Hotel Services Monitoring Standard Annually Areas of Responsibility staff are responsible for the overall cleanliness of fixtures, fittings, furniture and the fabric of the buildings within the constraints of the condition of said items National Standards of Cleanliness 2007 Specified Risk The risk level determined by Trust Infection Control for A WARD is: HIGH RISK Auditing and Monitoring Monitoring and audits provide an important indicator of performance standards. The Trust Environmental Monitoring officers use a compliant auditing tool known as Credits for Cleaning and will provide audit reports in accordance with the risk level applied to the ward or functional area. Local monitoring will be carried out by the local Supervisor on a weekly basis. The Manager and Matron will audit the cleaning performance once every three months. C4C Audits C4C Monthly Audit Local weekly Every 3 Months Should standard of performance fall below those required the team will agree a remedial action plan. Control of Infection Cleaning practices will comply with the Trust Infection Control Policy and procedures at all times TICDAAC Additional Services Requests for cleaning outside of agreed Service Availability in 7.1 should be made via your Manager Our Service Standards Our Teams will work in the spirit of Trust Values and Behaviours at all times Your housekeeper will be helpful and courteous to staff and patients Your housekeeper will be aware and respect patient privacy and dignity, equality & diversity Your Housekeeper will be well presented at all times, in the correct uniform, footwear, with tidy hair and no SLA/WARD/JJW/V.1 8
Essentia Group Operations - SLA Example A WARD excessive jewellery, make up or fragrances The equipment and materials used by your housekeeper will be serviced and stored in a clean and tidy area Your Housekeeper will receive Mandatory training and be fully trained in all aspects of their domestic duties, to include infection control and waste disposal Relief and Agency staff will operate to the same standards of Trust employees Your Housekeeper is an integral part of your own team and should please be treated as such Exclusions to Services The team are NOT responsible for the following: Works repairs i.e damage to walls or floors Linen Bed Making and Mattresses [except Maternity] Duty rooms Ceilings, lighting and diffusers Window Cleaning Medical Equipment Bed pans Staff lockers Computers/Telephones Nurse Stations Body Spills [unless in common areas] SLA/WARD/JJW/V.1 9
Essentia Group Operations - SLA Example A WARD Work Schedule Approx Time 07:00 15:15 Break Lunch/Meal Area All Waste & Washing Facilities including Toilets Empty waste bins throughout the Ward. Wipe and clean waste bins. Replace rubbish sacks Thoroughly clean all toilets, bidets and hand wash basins, splash back fittings, taps and surrounds, toilet brush and holder Replenish toilet paper, liquid hand soap and paper hand towel Clean all bathrooms, showers, splash backs and fittings, taps and surrounds Clean mirrors and wipe clean any dirty marks from walls, doors and frames Remove chewing gum, sweep, mop vinyl floors in washing toilet facility 15 Minutes Ward/Admin Area Clean bed frames, free standing/fixed fans and lights 50% Damp dust low surfaces skirting boards and ledges, furniture fixtures and fittings, radiators and window ledges, chairs and curtain rails 50% Clean mirrors and internal glass. Wipe clean any dirty marks from walls or doors and door frames 50% Dust electrical items, switches, sockets and data points 50% Ward area remove chewing gum, sweep, mop vinyl floors in washing 50% Vacuum any carpets and upholstery, clean and dust all office areas as designated 30 Minutes All Waste & Washing Facilities & Toilets Thoroughly clean all toilets, bidets and hand wash basins, splash back fittings, taps and surrounds, toilet brush and holder Replenish toilet paper, liquid hand soap and paper hand towel Ward/Admin Area Damp dust low surfaces skirting boards and ledges, furniture fixtures and fittings, radiators and window ledges, chairs and curtain rails 50% Ward area remove chewing gum, sweep, mop vinyl floors in washing 50% Vacuum any carpets and upholstery, clean and dust all office areas as designated Carry out programmed periodic cleaning NSC STANDARD Frequency 38 Daily 46 47 48 49 45 Twice Daily + Check Daily + Check 15 17 18 20 Daily 24 25 Daily + Check 9 12 33a Daily 22 30 32 Daily 15 Daily 17 18 20 14 Daily 28 24 Daily 25 + Check 28 Daily + Check 46 47 48 22 30 32 Twice Daily + Check Daily 24 Daily 25 + Check 26 Daily Daily Store Room & Equipment 29 After use SLA/WARD/JJW/V.1 10
Essentia Group Operations - SLA Example A WARD Appendix 1 - Cleaning Elements, Standards & Responsibility Groups Information from the National Specification for Cleanliness in the NHS 2007 ELEMENTS STANDARD RESPONSIBILITY 1 Commodes All parts including underneath should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. 2 Bathroom hoists All parts including underneath should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. 3 Weighing scales, manual handling equipment All parts including underneath should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. 4 Drip stands All parts including underneath should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. 5 Other medical equipment NOT connected to a patient, e.g. intravenous infusion pumps and pulse oximeters Intravenous infusion pumps, pulse oximeters etc All parts including underneath should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. 6 Medical equipment connected to a patient, Intravenous infusion pumps, pulse oximeters etc All parts including underneath should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. 7 Patient washbowls visibly clean with no blood and body substances, dust, dirt, debris or spillages. decontaminated between patients, stored clean, dry and inverted. Badly scratched bowls should be replaced. 8 Medical gas equipment All parts including underneath should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. 9 Patient fans All parts including blades/fins and the underneath should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. /Estates SLA/WARD/JJW/V.1 11
Essentia Group Operations - SLA Example A WARD 10 Bedside alcohol hand wash, clipboards and notice boards. All items should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. Dispenser no build-up around nozzle. No splashes on the wall, floor, bed or furniture 11 Notes and drugs trolley All parts including underneath and inside of the notes trolley should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. 12 Patient personal items e.g. cards and suitcase All Patient s items should be visibly clean with no blood and body substances, dust, dirt debris or spillages. Loose items such as clothing should be stored away in the locker or bag. 13 Linen trolley All parts including underneath of the linen trolley should be visibly clean with no blood and body substances, dust, dirt debris or spillages. 14 Switches, sockets and data points All wall fixtures e.g. switches, sockets and data points should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. 15 Walls All wall surfaces including skirting should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. 16 Ceiling All ceiling surfaces should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. 17 All doors All parts of the door structure should be visibly clean so that all door surfaces, vents, frames and jambs have no blood and body substances, dust, dirt, debris, adhesive tape or spillages. / / Estates 18 All internal glazing including partitions All internal glazed surfaces should be visibly clean and smear-free with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. They should have a uniform shine appearance. / 19 All external glazing All external glazed surfaces should be clean. Estates 20 Mirrors Mirrors should be visibly clean and smear-free with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. SLA/WARD/JJW/V.1 12
Essentia Group Operations - SLA Example A WARD 21 Bedside patient TV including earpiece for bedside entertainment system All part of the bedside patient TV should be visibly clean with no blood, and body substances, dust, dirt, debris, adhesive tape or stains. Patientline 22 Radiators All part of the, radiator including between panels, should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. 23 Ventilation grilles extract and inlets The external part of the ventilation grille should be visibly clean with no blood substances, dust, dirt, debris or cobwebs. 24 Floor polished The complete floor including all edges, corners and main floor spaces should have a uniform shine and be visibly clean with no blood and body substances, dust, dirt, debris, spillages or scuff marks. 25 Floor non slip The complete floor including all edges, corners and main floor spaces should have a uniform shine and be visibly clean with no blood and body substances, dust, dirt, debris or spillages. Estates 26 Soft floor - carpets The complete floor including all edges and corners should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. Floors should have a uniform appearance and an even colour with no stains or watermarks. 27 Pest control devices The pest control device should be free from dead insects, animals or birds and be visibly clean. Waste Management 28 Electrical items The casing of electrical items should visibly clean with no blood and body substances, dust, dirt, debris or adhesive tape. Lighting hanging from ceilings with dust should be defaulted to Estates for cleaning and comments made in report 29 Cleaning equipment Cleaning equipment should be visibly clean with no blood and body substances, dust, dirt, debris or moisture. 30 Low surfaces All surfaces should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. 31 High surfaces All surfaces should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. 32 Chairs, stools All parts of the furniture should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape, stains or spillages. / Estates SLA/WARD/JJW/V.1 13
Essentia Group Operations - SLA Example A WARD 33 Beds All parts of the bed (including mattress, bed frame, wheels and castors) should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. 34 Lockers All parts of the locker (including wheels, castors and inside) should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape, stains or spillages. 35 Tables All parts of the table (including wheels, castors and underneath) should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape, stains or spillages. We need to check these more thoroughly. 36 Hand wash containers All part of the surfaces of hand soap, paper towel containers should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. 37 Hand hygiene alcohol rub dispensers All part of the surfaces of hand hygiene alcohol rub dispensers should be visibly clean with no blood and body substances, dust, dirt, debris, adhesive tape or spillages. Dispensers should be kept stocked. 38 Waste receptacles The waste receptacle should be visibly clean including lid and pedal with no blood and body substances, dust, dirt, debris stains or spillages. Receptacles should be emptied frequently and not allowed to overflow. 39 Curtains and blinds Curtains/blinds should be visibly clean with no blood and body substances, dust, dirt, debris stains or spillages. 40 Dishwashers Dishwashers should be visibly clean with no blood and body substances, dust, dirt, debris, stains, spillages or food debris. 41 Fridges and freezers Fridges and freezers should be visibly clean with no blood and body substances, dust, dirt, debris spillages, food debris or build up of ice. 42 Ice machines and hot water boilers Ice machines and hot water boilers should be visibly clean with no blood and body substances, dust, dirt, debris or spillages. 43 Kitchen cupboards Kitchen cupboards should be visibly clean with no blood and body substances, dust, dirt, debris, stains, spillages or food debris. 44 Microwaves All microwave surfaces should be visibly clean with no blood and body substances, dust, dirt, debris, spillages or food debris. / Food Service Assistant Food Service Assistant Food Service Assistant Food Service Assistant Food Service Assistant SLA/WARD/JJW/V.1 14
Essentia Group Operations - SLA Example A WARD 45 Showers The shower, wall-attached shower chairs and curtain should be visibly clean with no blood and body substances, scum, dust, lime scale, stains, deposit or smears. 46 Toilets and bidets The toilet and bidet should be visibly clean with no blood and body substances, scum, dust, lime scale, stains, deposit or smears. The toilet seat and lid must be lifted up to inspect using gloves. 47 Replenishment There should be plenty of all consumables and soap. 48 Sinks The sink and wall-attached dispensers should be visibly clean with no blood and body substances, scum, dust, dirt, debris, lime scale, stains or spillages. Plugholes and overflow should be free from build-up. 49 Baths The bath and any bath mat should be visibly clean with no blood and body substances, dust, dirt, debris, lime scale, stains or spillages. Plugholes and overflow should be free from build-up. SLA/WARD/JJW/V.1 15
Essentia Group Operations - SLA Example A WARD Appendix 2 Service Line Management Pricing Schedule This Section will be completed when Trust Finance agree methodology of reporting for all Trust Services SLA/WARD/JJW/V.1 16
Essentia Group Operations - SLA Example A WARD Appendix 3 Service Pricing for additional Services The Team will be pleased to quote for any services required that are not listed in this schedule. Please contact your Manager for assistance Service Type Deep Clean One Free per annum Deep Clean additional Infection Control Clean of Isolation Rooms Curtains changing of cubicle Carpet Shampoo Per m2 Flooring strip and reseal m2 Walls Washing per m2 Flooring Hard Flooring stripping and refinishing Refurbishment Cleaning after refurbishment [in project work] Price Nil TBC Nil TBC 15.25 per hour 22.50 per hour 15.25 per hour Quote upon requisition request Quote upon requisition request SLA/WARD/JJW/V.1 17