Managing a general hospital is like maintaining a small town, with a unique focus on critical assets essential for patient care.
At Serco, we manage nearly 750,000 assets across more than half a million square metres of acute healthcare facilities. While our role is facilities management, our ultimate mission is to enable carers to care and practitioners to practice.
We ensure that power, heating, cooling, ventilation, and other vital systems operate seamlessly – elements critical to the safe, smooth running of hospitals and the delivery of patient care. Often, our work goes unnoticed because we’re behind the scenes, whether in plant rooms, ducts, or other hidden spaces.
Our work is highly complex and governed by stringent regulations, including the Health Technical Memoranda, which outlines guidelines specific to healthcare, on top of the extensive requirements found in general FM settings.
Rising to challenges in healthcare FM
The growing demands on hospitals bring unique challenges. Maintenance access can be constrained because beds are fully occupied, limiting opportunities to work on the wards. In these cases, we’ve adapted with innovative solutions to minimise disruption while maintaining operational resilience.
Additionally, the criticality and reliability of hospital equipment are paramount. A single malfunction can have wide-reaching implications, impacting both staff and patients.
Driving impact through innovation
Serco is making a significant difference by leveraging technology and data-driven solutions to improve efficiency and asset management:
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Digital asset registers - Using our CAFM (Computer-Aided Facilities Management) system, we’ve standardised the classification and tracking of hospital assets, offering clearer insights and control.
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IoT sensors and monitoring - Intelligent controls monitor outputs like temperature, air quality, and humidity, enabling early detection of potential issues. In some cases, we can fix problems remotely or seamlessly switch to backup systems, maintaining service continuity.
- Data-driven problem solving - With analytics, we’re identifying common root causes of failures. For instance, if a particular issue occurs in 80% of cases due to equipment tripping, our engineers are armed with the knowledge – and spare parts – to address it effectively on the first visit.
These tools are not only improving response times but also providing predictive insights into asset performance. We’re analysing whether planned maintenance strategies are effective and identifying underperforming assets to guide investment decisions.
Sustainability and lifecycle planning
Our smarter asset management also supports lifecycle investment planning. By minimising capital expenditure and optimising maintenance, we help hospitals achieve CO2 reductions and meet their sustainability targets.
Designing for clinical excellence
One of Serco’s key strengths is translating clinical requirements into functional designs. We work closely with medical professionals to ensure clinical adjacencies, compliance, and operational flow. Using 3D fly-through visualisations, we engage clinicians in the design process, ensuring their needs are met effectively.
Delivering results
We’re also helping hospitals address capacity challenges. For example, at James Cook University Hospital in Middlesbrough, we recently completed a new Urgent Treatment Centre – on time and within budget.
Designed and delivered in under nine months, this facility eases pressure on emergency departments by enabling effective triage and treatment of minor injuries and illnesses. It’s already improving care for the local community in the North East.
Proudly supporting patient care
Though our work is often behind the scenes, our teams take immense pride in supporting hospitals, many of which have cared for their own family and friends. For us, the work is personal.
Every day, Serco is making a tangible difference by empowering carers to deliver essential frontline care to patients, ensuring hospitals run smoothly, safely, and efficiently.
