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Serco health team scoops top Patient Experience award

Published: 26 Apr 2017

Serco’s UK health business has won the top award for a private health company at the prestigious Patient Experience Network National Awards, which celebrate the delivery of an outstanding patient experience by all those involved in the health and social care industry.

The award recognised Serco for the caring and patient-centred approach it brings to non-clinical support services, with judges highlighting an innovative dining scheme it has introduced at Norfolk and Norwich University Hospital as testament of its focus on improving the hospital experience for patients.

The scheme means that rather than dining at their bedside, those patients who are well enough can order meal vouchers which they can take to the hospital restaurant and exchange for an evening meal. This enables patients to eat with their friends and family as they would do at home, allowing them to dine in a different setting, choose from a different menu, and eat at the time that best suits them. 

It is hoped that the initiative will encourage patients to keep up their nutritional and fluid intake while in hospital, playing a vital role in supporting their recovery. Since its introduction in March 2016, feedback has been very positive, with patients saying they enjoy the opportunity to leave the ward and eat with their friends and family.

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The judging panel determined awards based on five key criteria; innovation, leadership, outcomes, sustainability and transferability. Judges praised Serco for the way it had made a difference to patients through a simple, low-cost initiative, which could be replicated in most healthcare settings.

Serco provides a range of non-clinical support services - including cleaning, catering, portering, administration and estates management - to NHS Hospital Trusts across the UK, as well as internationally at hospitals in the Middle East, Hong Kong and Australia.

Commenting on the team’s success, Ian Crichton, Serco’s Managing Director, Health, said:

“This award is well-deserved recognition for the amazing lengths our teams go to deliver the very best experience for the patients in their care. Whether it’s supporting a patient’s recovery by preparing appealing and nutritious meals, ensuring the hospital environment is clean and safe, or simply sharing a friendly smile, our people really do make a huge everyday difference for patients.

Across our health business, our team’s vision is to be caring, safe and successful – which means putting patients at the heart of everything we do. We aim to work in a seamless partnership with our NHS colleagues to deliver for patients, allowing the NHS to focus on clinical treatment.”

Ruth Evans, Managing Director of Patient Experience Network, said:

“Serco was recognised for its innovative yet simple approach to improving patient experience. The idea of patients being able to share meal times with friends and family is one of those ‘why hasn’t it been thought of before moments?’ which epitomise many successful patient experience improvement projects. The leadership and the way in which staff embraced the idea and worked collaboratively to ensure success is a testament to a company which is not afraid of challenging the status quo. The outcomes were well documented and the idea is easily transferrable to other healthcare settings. It perfectly demonstrates how improving patient experience is a job for everyone, not just the front-line clinical staff.”


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