Healthcare

From the facilities management of hospitals to the optimisation of patient access and back office processes, we are committed to delivering a better environment for healthcare and supporting improved patient outcomes.

Delivering a better environment for healthcare and supporting improved patient outcomes

Serco delivers vital healthcare support services around the world – from the facilities management of hospitals, to back office support services and the optimisation of patient access. Our work reaches across health settings and increasingly involves voluntary and social care partners.   

Our drive and capacity to innovate, and our international expertise enhances service quality, improves patient outcomes and reduces costs.

Through operational excellence and continuous improvement, we maintain a safe environment that allows clinicians to focus on the treatment and delivery of excellent clinical outcomes for their patients. 

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Healthcare in the UK & Europe

Serco is trusted to manage vital healthcare services in the UK & Europe. With over two decades of delivering excellent services for the NHS, we have built a strong portfolio of support services. We employ over 5,000 people in various roles, from facilities management and managing estates and assets, to care coordination and business process services.

Our intent is to provide better public value from our services than the public sector could provide itself. We achieve this through a relentless focus on delivering our contractual commitments and deliver services that matter for a fair price. The Serco approach is to deliver a better environment, better value, and better care.

Highlights

  • In the UK & Europe, we have over two decades of delivering award winning services for the NHS and currently serving 14 Acute Trusts, 5 Mental Health Trusts, 2 Community Services Trusts, 8 Clinical Commissioning Groups, 4 Regional/National NHS Organisations, and 1 Community Interest Company.
  • We employ over 5,000 staff, with significant growth due to stronger outsourcing drives, and have reduced health service staffing costs by up to 35%.
  • We deliver facilities management support services across the UK for the following NHS Trusts: Barts Health, Norfolk and Norwich, Plymouth, East Kent, Forth Valley, Wishaw, and Dumfries & Galloway.
  • In the UK we deliver services to an estate of over 1 million sqm with 7,500 patient beds. Every year we complete 1.5 million patient moves, serve over 10 million meals and snacks, provide 26 million drinks and spend 2 million hours cleaning the healthcare environment.
  • We are a partner in the joint venture Viapath, the leading pathology service provider in the UK and the first joint venture of its kind, which operates from 60 laboratories covering 18 different pathology departments across 3 major hospital sites in London. In 2015, we performed 25.2 million tests, an increase of 3.6% on the previous year.
  • We process over 680,000 transactions (payslips, purchase and sales invoices) for the NHS every year.
  • We improve customer outcome and service experience with 85% of calls resolved on first contact and have an industry benchmarked customer satisfaction score of 79%.
  • We have saved customers of our NHS procurement service in excess of 12% on managed non-pay spend.
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The value we bring...

Transferable Global Experience

Serco is trusted to manage vital healthcare services around the world, supporting more than 4 million people. We now provide award-winning services in hospitals across the UK, Australia, Hong Kong and in the Middle East. We have an international Centre of Excellence for Health that is dedicated to maximising the benefits of this. In addition to our international reach in health, we are also able to draw on Serco’s broader cross-sector expertise in facilities management, service design, effective cleaning regimes, case management, and digital technology/automation.

Public Service Ethos

Many of our people have joined us from the public sector and a public service ethos runs through our organisation. We manage our staff and select new staff to reinforce the values to which we aspire. We invest in training to help them live those values day-to-day. In healthcare, that means safe and compassionate care are primary drivers. All of our people are trained, motivated, and empowered to make a positive difference beyond meeting the basic requirements of the contract. We work closely with the communities we serve and employ local staff and use local suppliers to source food and produce.

Expert and Empowered People

Our driving passion is to improve the care and experience of patients and, where we can have an impact, their health outcomes. Our proven cleaning regimes reduce infection rates, our catering teams support healthy eating and flexible meal provision, and where appropriate we enhance care and engage with patients while attending to our core tasks.

Ability to Test and Innovate

We invest in innovative solutions, drawn from insight across all continents. We work with technology partners to extend our capability, for example, we have pioneered the use of robotics in Scotland and Australia. We scan for evidence of best practice and the best science. We invest in lean principles to drive out waste and embed quality.

Patient-centred, Outcome Focussed

We embrace a patient-centred approach and co-design our services with patients, support teams, nurses, and other health professionals to ensure that what we do contributes to a better patient experience and better health outcomes. We have our own special unit, Experience Labs, to support our service design and can also design information management systems that deliver holistic reporting across the whole patient journey, from booking admissions to aftercare. 

Trusted Partnership

Our customers value trusting, collaborative partnerships as a platform for the most creative and beneficial outcomes. We encourage this by being fully transparent within our contracts and providing real-time performance data. Operationally, we value partnership with voluntary and community organisations who can often contribute specialist knowledge and expertise to enhance the patient experience.  

Scalable and Customised Solutions

Our expertise in complex project management, people management, finance, commissioning, build, and operation means we can set-up entirely new healthcare related services from scratch. We understand that every customer has different and changing needs so have developed an extensive range of options to meet these requirements, from the outset and throughout the life of the contract.

Service Integration

Our ability to integrate services and align with clinical care processes has multiple benefits including a better patient experience, better support for patient care, more productive clinical activity, improved infection control, and a more cost-effective solution for our customer.

Governance and Risk Management

Our high ambition for service quality is matched by our disciplined approach to execution, performance, and governance. In healthcare, we understand our services are part of a potentially life-critical service for patients, which requires transparency of performance, systems, and processes, as well as a workforce that understands the complexity of patient care. All of this is underpinned by our strong, evidence-based processes of clinical and operational governance.     

Contact us for further information on Serco’s Healthcare services.