Healthcare

From the operational management of hospitals to the optimisation of patient flow, we are committed to delivering better healthcare and improving patient outcomes.

Delivering better healthcare and improving patient outcomes

Serco delivers vital healthcare support services around the world – from the operational management of hospitals to the optimisation of patient experience and flow. Our experience reaches across acute, community, primary and private healthcare, increasingly with voluntary and social care partners.  

Our passion for care is enriched by our drive and capacity to innovate, and our unrivalled international expertise which enhances service quality, improves patient outcomes and reduces costs.

Through operational excellence and continuous improvement, we maintain safe environments that allow clinicians to focus on the treatment and delivery of excellent clinical outcomes for their patients. 

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Healthcare in Asia Pacific

In Asia Pacific, Serco is the only provider with capability across a complete suite of clinical and non-clinical services. We are a trusted long-term partner of governments and provide a range of services in health that keep improving, and incorporate the latest innovations that directly and demonstrably benefit patients and clinical staff.

In what is the largest outsourced health contract in Australia, we provide services to Fiona Stanley Hospital, one of Australia’s most advanced public healthcare facilities, delivering 25 facilities management services at the 783-bed tertiary hospital, and performing to 480 key performance indicators. In both Australia and New Zealand, we also provide holistic primary healthcare, allied and non-clinical services to prisoners at our justice facilities.

We also provide facilities management services to various hospitals on behalf of the Hong Kong Hospital Authority. 

Highlights

  • We handle more than 1.5 million calls each year through one of our hospital helpdesks.
  • We produce more than 850,000 freshly cooked meals on site for patients each year.
  • Since the hospital opened, we have catered for more than 3,000 different combinations of dietary requirements.
  • We undertake more than 1,000 patient and equipment movements in just one day in one of our Asia Pacific health contracts.
  • We use 18 automated guided vehicles to reduce workplace injuries and improve efficiencies.
  • We handle an average of 17,000 face-to-face hospital reception enquiries each month.
  • We use a state-of-the-art building management system with more than 150,000 data monitoring points.
  • Our cleaning team services more than 40,000 rooms or areas each month.
  • In 2015, we renegotiated gas and electricity contracts achieving cost savings of over 50%, delivering more than AU$4 million in savings to Western Australian taxpayers over two years.
  • At Wandoo Reintegration Facility, our healthcare services were recognised by the Western Australia Office of the Inspector for Custodial Services: “We were impressed – not just with the level of health service provision – but by the efforts made to educate residents to care for themselves and to improve their levels of health and fitness”.
  • Through the ADF Medical and Dental Supply Chain Contract, Serco has also delivered medical and dental logistic services to the Australian Defence Force for over a decade, providing medical equipment fleet repair, maintenance, and calibration, as well as supplying pharmaceuticals and medical consumables.
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The value we bring...

Transferable Global Experience

Serco is trusted to manage vital healthcare services around the world. Building on over 20 years of experience in healthcare, we now provide award-winning services in hospitals across the UK, Australia, Hong Kong and in the Middle East. We have an international Centre of Excellence for Health that is dedicated to maximising the benefits of this experience. In addition to our international reach in health, we are also able to draw on Serco’s broader cross-sector expertise in facilities management, service design, effective cleaning regimes, case management, and digital technology/automation.

Public Service Ethos

Many of our people have joined us from the public sector and a public service ethos runs through our organisation. We manage our staff and select new staff to reinforce the values to which we aspire. We invest in training to help them live those values day-to-day. In healthcare, that means safe and compassionate care are primary drivers. All of our people are trained, motivated and empowered to make a positive difference beyond meeting the basic requirements of the contract. We work closely with the communities we serve and employ local staff and use local suppliers to source food and produce.

Expert and Empowered People

Our driving passion is to improve the care and experience of patients and, where we can have an impact, their health outcomes. Our proven cleaning regimes reduce infection rates, our catering teams support healthy eating and flexible meal provision, and where appropriate we enhance care and engage with patients while attending to our core tasks.

Ability to Test and Innovate

We invest in innovative solutions, drawn from insight across all continents. We work with technology partners to extend our capability, for example, we have pioneered the use of robotics in Scotland and Australia. We scan for evidence of best practice and the best science. We invest in lean principles to drive out waste and embed quality.

Patient-centred, Outcome Focussed

We embrace a patient-centred approach and co-design our services with patients, support teams, nurses, and other health professionals to ensure that what we do contributes to a better patient experience and better health outcomes. We have our own special unit, Experience Labs, to support our service design and can also design information management systems that deliver holistic reporting across the whole patient journey, from booking admissions to aftercare. 

Trusted Partnerships

Our customers value trusting, collaborative partnerships as a platform for the most creative and beneficial outcomes. We encourage this by being fully transparent within our contracts and providing real-time performance data. Operationally, we value partnership with voluntary and community organisations who can often contribute specialist knowledge and expertise to enhance the patient experience.

Scalable and Customised Solutions

Our expertise in complex project management, people management, finance, commissioning, build, and operation means we can set-up entirely new healthcare related services from scratch. We understand that every customer has different and changing needs, so have developed an extensive range of options to meet these requirements, from the outset and throughout the life of the contract.

Service Integration

Our ability to integrate services and align with clinical care processes has multiple benefits including a better patient experience, better support for patient care, more productive clinical activity, improved infection control, and a more cost-effective solution for our customer.

Governance and Risk Management

Our high ambition for service quality is matched by our disciplined approach to execution, performance, and governance. In healthcare, we understand our services are part of a potentially life-critical service for patients, which requires transparency of performance, systems, and processes, as well as a workforce that understands the complexity of patient care. All of this is underpinned by our strong, evidence-based processes of clinical and operational governance.    

Contact us for further information on Serco’s Healthcare services: