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Serco awarded contract extension at Norfolk & Norwich University Hospital

Published: 27 Aug 2015

Serco has secured a five-year extension to its contract at Norfolk and Norwich University Hospital (NNUH) to provide a range of facility management services. The extension, which runs from August 2015 to August 2021, has a total value of £85 million over the five years.

NNUH was the first ‘new build’ PFI hospital in the country and has been open since August 2001 when Serco started the contract to provide ‘Total Facilities Management’.  Since then the company has delivered a consistently high quality service that has been rated at an extraordinary 97% in the Performance Management System across all services for the last ten years.

The 1,050 bed hospital treats over 700,000 patients from the Norfolk area each year and Serco is contracted through Octagon Healthcare to provide facilities management to the hospital, as well as all hard and soft non-clinical support services.

The Total Facilities Management contract extension was awarded following benchmarking of current and proposed services and reflect Serco’s ability to continually develop innovative proposals for services such as domestics, portering, catering, laundry, waste, security, car parking and grounds maintenance, as well as delivering impressive service standards.

Earlier this year, Serco’s soft services contract was also renewed for a further five years.  This contract was originally awarded in 2001 with extensions having been previously awarded in 2006 and 2010.

Since 2010, the team has found more than £600,000 of financial efficiencies to reinvest in services and technology year-on-year; has consistently achieved above-average scores for the Friends And Family Test; has a CQC rating of Band 6 (the highest possible) for cleaning and catering; and has won the 2014 Premises and Facilities Management Award in the Partners for Healthcare category.

Julie Cave, Director of Resources at Norfolk and Norwich University Hospitals, said:

“I have found Serco to be an excellent strategic partner, working with us to ensure that we are constantly seeking improvements to all of our services.  They have been very open to the inclusion of patients and patient representatives in the design of services and have worked with us to introduce innovations in service provision and to reduce costs.  One of the great things about Serco is the way they share the values of the Hospital and the NHS, helping us to fulfil our vision for our patients.   They are responsive and flexible with a positive ‘can-do’ attitude that the NHS needs to emulate.  Serco provides good value for money and have also added value outside of the contract working with us to share their expertise on staff and customer engagement and on our award winning joint corporate responsibility projects.”

Serco’s Contract Director, Nayab Haider added:

“We are delighted to continue our long-standing partnership with Norfolk and Norwich University Hospital. Serco is in a unique position to deliver our stretching but realistic proposals, which will demonstrate value for money while safeguarding quality care and safety for patients.  The team’s focus over the next six years will be to continue to improve patient satisfaction, as well as infection control and prevention, while supporting the improvement of patient flow initiatives and making guaranteed cost savings.”