Impact on Customer Experience 2018


Hinchingbrooke Treatment Centre (Kier, Prospect Healthcare, North West Anglia NHS Foundation Trust)

Team of the Year 2018

Hinchingbrooke Treatnent Centre is an NHS facility providing acute services for people in Huntingdon in Cambridgeshire, and the surrounding area.

Kier has provided total facilities management to the centre since it opened in 2005 through a private finance initiative, including mechanical, electrical and building fabric maintenance, reactive work and projects, compliance testing, building management systems, cleaning, portering and basic security. A 24-hour helpdesk ensures that support is always available.

KPIs are monitored through audits of health and safety, statutory compliance, response and retification times including administration.

Last year, Kier carried out a space utilisation project to give the Trust an indication of which areas experienced high footfall and how other spaces could be used.

In 2016, a target to reduce energy consumption by 20 per cent by 2019 was set. Replacing lamps with LED and more efficient air conditioning units as part of lifecycle upgrades is estimated to save more than £11,300.

Infrared motion sensors for lighting and air conditioning in theatres and endoscopy suites are also helping to meet the energy reduction target, as well as an annual saving of £5,000 without any down time.

Extensive monitoring, monthly reporting and meetings open to all levels of stakeholder ensure improvements are provided seamlessly.

The centre scored 100% satisfaction in the most recent client survey while feedback from the Trust staff, patients and visitors received from the Kier Awareness Day show a consensus that people are satisfied with all services.

Best Practice Learning Points

  • The Trust and Kier have restructured to ensure the use of the building is fit-for-purpose and created an open and honest relationship, and this has resulted in a strong working partnership for all three parties.
  • Continuous improvement can sometimes be smaller things that impact end users, such as installing vending machines, refurbishing reception and outpatient areas, and providing extra seating.
  • Monthly performance meetings, open to matrons, the ward manager and the outpatients’ sister as well as other key stakeholders, are held to discuss the report and the facilities management service, as communication at all levels is required.
  • Consultation with clinical leads ensured that new flooring and changes to wall colour in the discharge area was carried out with minimal disruption to staff and visitors.
  • An annual customer satisfaction survey allows Kier to follow an ongoing programme to continually improve.