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Serco in conjunction with NHS Forth Valley and Forth Health: GO Awards Scotland finalists

Thursday October 18th, 2012

With just days to go until the GO Awards Scotland 2012/13, we look at the finalists in detail ahead of the ceremony on 23 October.

1.    Why did you decide to put yourselves forward for the GO Awards Scotland this year?

Since Financial Close, in 2007, a very positive partnership was struck between the 3 lead parties, Serco, Forth Health and NHS Forth Valley, which has continued successfully into the Operational Phase. We therefore believed the time was now right to enter the Best Service category as it was now that a project had developed and evolved into an excellent and complex service provision and partnership.

2.    What do you think sets you apart from the other nominees in your category/categories?

There are four key areas where we believe we are unique:
•    Size, at the time the hospital was the largest NHS construction in Scotland
•    Innovation, the NHS requirement for segregation of waste flows and Serco’s innovative approach both with technology and design influence
•    Complexity, the contract has 16 different services, 5 of which were new to NHSFV, and the comprehensive Performance Management System
•    Culture, we work as one team and therefore staff working for Serco feel part of the NHS and we work collaboratively in all that we do. Senior leaders (Serco Contract Director, Forth Health’s Project Director and NHS Forth Valley’s Chairman) do regular high profile visits to wards and departments.

3.    What would be the biggest benefit to your organisation from winning a GO Award?

Winning an award is a direct recognition for all of our staff and the commitment they have shown . It would also recognise the partnership approach between Serco, NHS Forth Valley and Forth Health and would obviously demonstrate that Serco is doing an excellent job, by providing an excellent service. In addition, there is also the prestige of winning a National Award.

4.    What would you say has been your biggest challenge in the past year and how have you overcome it?

The biggest challenge was the successful completion of the final stage of mobilisation while maintaining a top flight service. Prior to the last phase of service commencement,  only 61% of the hospital was open with the final 39%, which was mainly acute services, Emergency Department, Surgical, Women and Children’s, transferring across during mobilisation. The complexity of managing the transfer of patients while training and acclimatising all transferring staff and ensuring that all other areas were still provided with a first-rate service, was a challenge in itself.

This again involved working closely with our partners and intense and intricate planning. The result was a smooth transfer and the maintenance of a high standard of FM provision.

During 2012, this partnership has further evolved and relationships developed. Other innovative solutions have been found to improve the portering service.

5.    What’s next for your organisation?

At Forth Valley Royal Hospital the aim is to consolidate, improve and grow the service provided. This will be achieved through greater use of technology, combined with the involvement and engagement of our staff so that we can use ideas from the front line staff.

The NHS is facing challenging financial pressures over the next 3 years and it is therefore imperative that as strategic partners we work hard to find ways to offer savings to our customer and to ensure that the PPP/PFI contract flexes to meet the changing needs of NHS Forth Valley.

Serco in conjuction with NHS Forth Valley and Forth Health are finalists at this year’s GO Awards Scotland, which takes place on Tuesday 23 October at Marriott Hotel, Glasgow.

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