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.

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.

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.

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.

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. 

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.  

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.

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.

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.