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Derriford Hospital, Plymouth


Company - Serco Healthcare
Client -  Plymouth Hospitals NHS Trust
Contract Type - Soft Facilities Management
Start date - October 2009
Contract Director - Nick Pugh
Contact Details - nick.pugh@serco.com

What We Do:

Plymouth Hospitals NHS Trust is the largest Trust in the South West peninsula, and provides a full range of secondary and tertiary healthcare to more than 450,000 people. More than 48,000 people pass through the main entrance of Derriford in a week, and the hospital has more than 900 in-patient beds.

Plymouth Hospitals is also a teaching Trust, in partnership with the Peninsula Medical School. Retaining the naval heritage of Plymouth, the Trust has an integrated Ministry of Defence Hospital Unit, which has a staff of approximately 220 military personnel who work in a variety of posts from lead doctors to trainee medical assistants. Alongside the main site at Derriford, there is a dedicated Royal Eye Infirmary located in the centre of Plymouth, with 11 in-patient beds, which offers a full range of diagnostic facilities incorporating orthoptics and optometry.

During 2009, the Trust appointed Serco as their Hotel Services provider, with the contract starting on 1 October 2009. Serco is working in partnership with the Trust to realise their vision to make Derriford one of the top hospitals in the UK.

Services Provided:

Soft FM

Serco are responsible for providing the full range of Soft FM services including; Housekeeping, Cleaning, Patient Catering, Retail Catering, Helpdesk, and Portering.

How We Do It

Domestic Cleaning

On 13 January 2010, Derriford hospital had an unannounced inspection by the Care Quality Commission. The report found that the Trust is performing well in maintaining standards of cleanliness and hygiene. This is testament to the hard work of Trust and Serco staff alike in achieving these standards within 3 months of commencing the contract.

Our cleaning services have more than 150 audits per month - 90% are accompanied by client.

Helpdesk and Switchboard

The Serco helpdesk receives nearly 11,000 calls a month.

Patient Catering

Serco serve over 50,000 patient meals a month. In order to improve patient experience, Serco have been rolling out an Electronic Meal ordering Service, this system incorporates the use of the Hospedia TV screen allowing each patient the ability to select their menu choices independently.

Retail Catering

Serco run one restaurant and four cafe outlets, and also provide catering for functions.


This includes moving patients and equipment, linen, waste and specimen collection and delivery.

As well as providing a patient portering services, the portering team collect an average of 60 tonnes of general waste, and 95 tonnes of clinical waste a month.


Serco has won a three-year extension to its hospital services contract with Plymouth Hospitals NHS Trust. The extension is worth £42 million and means that the contract will now continue until September 2019.

Nick Pugh said: "We are working in partnership with the Trust to realise their vision of making Derriford the top hospital in the UK. Due to our excellent operational performance and the potential to maximise our commercial partnership, this agreement has been accelerated by three years. This will see the relationship gather momentum, and we are already talking about the integration or transfer of new services."

Plymouth Hospitals' chief executive, Ann James, said: "The services provided by Serco are extremely important to our patients and staff and we are committed to maintaining a contract which gives high levels of service and value for money."

Last Updated: 18 May 2015