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Norfolk and Norwich University Hospital


Company - Serco Healthcare
Client -  Norfolk & Norwich NHS Foundation Trust
Customer - Octagon SPV
Contract Type - Integrated Facilities Management
Start date - May 2001
Contract Director - Nayab Haider
Contact Details - Nayab.haider@serco.com

What We Do:

The Norfolk and Norwich University Hospital (NNUH) at Colney in Norwich is one of the largest single-build hospital projects in England delivering the latest in patient care facilities through a government sponsored private finance initiative (PFI) scheme. NNUH treats 700,000 people from Norfolk and is a tertiary centre for cancer for neighbouring counties. The new hospital replaced two time-honoured ones - the West Norwich Hospital, and the old Norfolk and Norwich Hospital.

The provision of this brand new hospital on a carefully landscaped 25 hectare (63 acre) single green-field site has not only brought a unique opportunity to deliver the best in patient care in a spacious, clean and built-for-purpose environment, but it has also created the conditions for the development of the most modern healthcare facilities and innovative treatments and medicines for patients in the 21st century.

Services Provided:


Serco are responsible for the lifecycle and planned preventative / reactive maintenance of electrical and mechanical services, building fabric, infrastructure and grounds maintenance for the 130,000 square metre site, for the 35 year length of the contract.


Serco are responsible for providing the full range of Soft FM services including; Cleaning, Catering, Helpdesk,  Portering, Waste Management, Linen and Laundry, Security, Car Parking and Grounds.  Serco have achieved PEAT Green Excellence status for 6 consecutive years.

How We Do It


E-porter is a web based portering request and monitoring system that was designed and created by our own IT Manager here at Serco NNUH.  This assists in enabling our client to manage patient flow.

Microfibre Cleaning

Microfibre cleaning and ozone disinfection systems have been implemented at NNUH, this has supported our client in reducing hospital acquired infection rates.

Cleaning by UVC

UVC has been tested and proven to have an effective kill rate of 99.88% of bacteria and viruses.  Adopting pioneering cleaning methods enables the NNUH to retain its position as the highest scoring general, multi speciality hospital in the country in the Healthcare Commission survey, 2009


The Serco eServiceDeskT is a new and additional service provided by Serco. It has become one of the most pivotal and critical services Serco now provides. It is the primary point of contact for all members of the Trust to log requests relating for Serco and provides the necessary data to ensure all services are meeting contractual performance SLAs. 

The implementation of eServiceDeskT has had a significant impact on the performance and productivity of the phone service with the following tangible outcomes achieved to date:

  • Increase in calls answered within 7 seconds by 38% 
  • Increase in calls answered within 15 seconds by 32% 
  • Reduction in engaged calls by 62% 
  • Reduction of abandoned calls reduced by 38.5% 
  • eServiceDesk capturing 42% of logged requests in implemented areas

Corporate Social Responsibility

NNUH are actively involved in the following projects;

  • Schools Ambassador Programme
  • Project Search
  • Princes Trust
  • BiTC (Business in the Community)
  • Job Centre Plus
  • Aid to Hospitals Worldwide


Supported NNUH to deliver zero two-year infection rates for MRSA 2013 and 2014

RoSPA Gold Medal
In 2012 Serco NNUH were awarded the Royal Society for the Prevention of Accidents (RoSPA) Gold Medal Award for Occupational Health and Safety Management. This is our sixth consecutive Gold award and our second to Gold Medal standard.

PFM Partnership Award
Serco and NNUH were awarded the 2014 partnership award at the PFM awards in recognition of what has been delivered

Retained awards

  • BSI 18001 - Occupational Health and Safety Standard 
  • ISO 14001 - Environmental Management Standard 
  • ISO 9001:2008 - Quality Management

Client Comments
"The partnership we have developed with Serco is pivotal to the provision of high quality patient care"

Anna Dugdale
Chief Executive,
Norfolk and Norwich University Hospital NHS Foundation Trust

Last Updated: 18 May 2015