- Medirest

Contents
6. Steamplicity - The most complete solution
to Patient Dining
9. a+ - clean and safe for you
10. mv2 - designed for you, based on the
firmest foundations
12. Retail - winning portfolio of brands
14. Pulse - the helpdesk
16. VSG - security services in the uk and ireland
18. Strategic partnerships - with suppliers who
provide specialist expertise
20. Health, Safety and the environment
21. People management, development
and training
22. The Medirest Way
24. The facts speak for themselves
27. Contact our team
www.medirest.co.uk
3
performance
with heart
Medirest is Compass Group’s
international healthcare support
services brand that leads the
market in the UK. We operate
in more than 50 acute hospitals,
day centres and clinics as well
as a large number of smaller
treatment centres, surgeries and
other facilities.
Our teams are on hand 24 hours a day,
365 days a year to manage essential services
on behalf of over 30 NHS Trusts providing
assurance and peace of mind to provide
quality patient care. Our aim is to provide the
market leading services to the healthcare
sector. These services can be bundled or
taken individually and include the highest
quality, best value cleaning, patient catering,
logistics, helpdesk and retail services.
Everything we do underpins this single
minded objective.
We are committed to providing the
highest standards and duty of care to
the healthcare sector; that’s why we’ve
developed industry-leading operating
standards and procedures.
Performance with Heart
The Medirest promise influences everything
we do: which is to put patients, families
and clinical staff and their well-being first
through an empathetically human considerate
approach, while delivering best value to
our clients.
Our primary goal is to consistently deliver
performance to all our stakeholders; from
Trust executives, senior management and
nursing staff, to patients and their relatives
as trusted partners each day, every day. From
strategic planning to each patient encounter,
we want to be recognised for our long-term
commitment both to individual care and to
our clients. In everything we do, we want our
clients to understand the value we place on
our partnerships and witness at first hand
the importance we place on the delivery of
our promises.
Medirest improves the patient experience
by consistently delivering:
• Clean and safe hospitals.
• The best patient dining experience available
• Flexible and professional logistic services
including ‘on-demand’ portering, helpdesk
and support services.
• A wide choice of retail brands including
high street names with unrivalled
operational experience.
www.medirest.co.uk
what we do
Providing the highest-quality, best-value cleaning, catering, support
and retail services to the healthcare sector. Our influence and impact
is a responsibility we don’t take lightly, that’s why we’ve developed
industry leading brands, partnerships, standards and procedures.
“All the taste and all the vitality”
Steamplicity is a unique cooking system
which steam cooks fresh food to
perfection in minutes – ensuring all the
taste and all the vitality!
“At the heart of performance”
Our helpdesk and call centre
proposition placed at the heart of
each healthcare business.
“Clean and safe for you”
An intelligent and client centred approach
to healthcare cleaning ensuring healthcare
environments are clean and safe for you.
“Security with vision”
VSG is a wholly owned Compass security
provider who are recognized experts
offering a wide variety of award winning
services with national coverage.
“Keeping your hospital moving”
Here we focus on healthcare non clinical
logistics requirements in the UK ensuring it
keeps each hospital moving.
Our strategic partners, adding value to our
overall offering, include Ecolab (cleaning
chemicals) and Biffa (waste management).
A wining portfolio of high street and
internal retail brands with unrivalled
experience and success of operational
delivery in the healthcare sector.
steamplicity
The most
complete
solution
to Patient
Catering
“Steamplicity is a major breakthrough
in the drive for better hospital food.
We have been very impressed with
these new steam-cooked meals
because they are appetising and
nutritious and patients love them!”
Patients Association
Steamplicity explained
The benefits of Steamplicity
Steamplicity is the Compass Group’s unique
cooking system that steam cooks fresh food
to perfection in just 3 to 5 minutes using
minimal equipment.
Steamplicity cooking delivers consistently
high quality, great tasting food with more
of the much needed nutrients retained than
compared with traditional cooking methods.
Through Steamplicity, a client can reduce
costs of labour, energy, space and capital
investment whilst delivering a more flexible
offer to those eating the food.
Available in three different formats:
• Plated patient meals, delivering a choice of
24 hot freshly cooked nutritious meals to
patients, cooked near the point of service.
• Multi-portion format is an excellent option
for workplace cafeterias, catering for visitors
and the general public. It is also a popular
catering solution for school meals operated
by both Local Education Authorities and
Independent Schools.
• Ready meal format that can be dispensed
from a vending machine, providing a 24-hour
solution for steam cooked fresh food for
staff as well as the general public.
Steamplicity can also enhance the Corporate
Responsibility credentials of its customer
as it can reduce the carbon footprint of a
user by lowering energy consumption and
food waste. Packaging waste is significantly
reduced with the use of recycled materials
and a zero to landfill policy at both Cuisine
Centres where Steamplicity products
are produced.
www.steamplicity.co.uk
1. C
OST – Savings in labour,
energy, waste
2. QUALITY – Consistently
delivering hot, freshly
cooked meals
3. NUTRITION – Healthier food,
quicker recovery, happy
patients
compelling
reasons to
consider
steamplicity
4. Flexibility – 24 hour
provision for freshly cooked
meals
5. SPACE – Less preparation,
less storage space
our Microfibre cleaning system
removes 99.9% surface dirt
compared with the 30%
of traditional cleaning
a+
clean and
safe for you
A clean and safe environment is a key
priority for all healthcare organisations. It is a
foundation for infection prevention and
control and promotes patient, public and
staff confidence.
At Medirest, our single minded focus is to
create and maintain the best possible
infection control and outcomes through
cleanliness and decontamination and to
ensure patients feel confident about
cleanliness through their perception of our
services. As such, we have created a+, an
award winning cleaning system designed to
help keep your hospitals clean and safe.
The benefits of a+
The a+ brand is one of our core service offers
and similarly to our other services, benefits
from the strength and expertise of our parent
company Compass Group. With nearly
10,000 cleaners in its ranks, Compass has a
rich heritage of expertise of keeping a wide
range of environments clean using the best
equipment, materials, chemicals and tools to
get the job done.
Our global reach ensures that the latest
infection control and prevention thinking
is adopted into the UK business, while our
robust partnerships with expert suppliers,
often provide leading and exclusive solutions.
With a+ we manage cleaning using best
practice in infection control. With the use of
97% of patients rate the overall
cleanliness of the ward as excellent
or very good.
Medirest patient satisfaction data survey
ozone, we can guarantee decontamination
when laundering cloths and mops; with
our swabbing system, we can easily
assess loading of organic material. We can
decontaminate rooms on an ad hoc or regular
basis using state of the art systems.
Our cleaning systems are rigorously managed
by our unique PRISM auditing solution. A
bespoke, web-based monitoring and reporting
system developed by Medirest, PRISM allows
our a+ teams to regularly review cleaning
standards, understand key performance
parameters and spot emerging trends.
Through this comprehensive approach, we
are able to deliver complete client assurance
by monitoring the service on a daily basis.
a+ is designed to flex according to the needs
of our clients: from traditional standard
sized cleaning contracts to high technology
cutting edge innovation in a multi-site large
scale institution. Whatever your hospital
environment, (and we understand that all
hospitals are different) and whatever your
view on technology, there is an a+ solution to
meet the needs of your patients, visitors and
NHS colleagues.
With the expectations of the Department
of Health, Care Quality Commission, NHS
England and wider stakeholders at the
forefront of our approach, a+ deliver the very
highest standards of care in cleanliness
and hygiene.
www.medirest.co.uk/a-plus.aspx
mv
designed
for you,
based on
the firmest
foundations
2
As hospitals face increasingly challenging
budgets, the need for innovative solutions
to the provision of essential services
increases. At the same time, expectations
around the patient experience are rising
too, driven in part by the choices in care
that patients are now able to make. These
potentially conflicting demands require radical
responses. The mv2 proposition takes a
previously untapped and generally fragmented
set of activities and creates an integrated
logistics solution that can drive both efficiency
and improve the quality of patient experience.
How do you keep a hospital delivering high
quality patient care each and everyday, with
everyone and everything in the right place at
the right time, ready when it’s needed?
mv2 is Medirest’s core logistics support
service responsible for moving people and
equipment through, in and around busy
hospitals and clinical centres within the
healthcare sector.
Keeping your
hospital moving
With Compass’ established service
culture, mv2 puts patients, visitors and
healthcare colleagues at the centre of
the experience.
Expertise – with over 1,200 patient porters
and logistics coordinators in its ranks,
Medirest has a deep heritage of keeping
hospitals moving. Using Compass’s scale,
the mv2 brand provides the best equipment,
materials, and tools to do the job.
Connecting - to other Compass countries,
Medirest ensures that the very latest
healthcare logistics thinking is adopted into
the UK business.
Reach - with Medirest’s reach, we offer
specialist services as part of the mv2 brand
– full security services via national provider
VSG (part of Compass Group), and waste
management.
With Compass’s established service culture,
mv2 puts patients, visitors and healthcare
colleagues at the centre of the experience.
www.medirest.co.uk/mv2.aspx
mv2 logistics improved
service levels with a 22.2%
reduction in labour costs
Savings made in existing Medirest mv2 contract
www.medirest.co.uk
11
hospital
retail
support
services
Medirest offers a wide range of catering
formats and food solutions for your patients,
staff and visitors, which provide a welcome
and important service to the many and varied
stakeholders found in a hospital. They return
healthy rental incomes to each Trust.
Our portfolio includes some well-known high
street brand names, which are delivered by
marketing leading operational standards.
Costa
A taste of the high street,
‘for coffee lovers’.
M&S Simply Food
The appeal of M&S Simply
Food is amazing, delivering
mouth-watering food, quality
and convenience.
M&S Café
M&S Cafe delivers all the high
quality and standards you
would expect from
Marks & Spencer.
Spice of Life restaurant
Our contemporary food service
brand, designed for hospital
staff and visitor restaurants.
Amigo convenience stores
A range of retail items
designed specifically for
‘grab and go’.
DeliMarché
Coffee served barista
style along with lattes, hot
chocolate, paninis and Danish
pastries.
The Baguette Co
Baguettes are made fresh
throughout the day, every day.
Starbucks
It has always been and will
always be about quality, finest
coffee beans ethically sourced.
SUBWAY
SUBWAY stores offer a huge
range of Subs, wraps, salads,
treats and drinks.
Vending
Including freshly brewed
coffee and tea, fruit juices
and carbonated drinks, crisps,
confectionery and ice creams.
We have invested over £10m
in hospital retail units
www.medirest.co.uk
13
Pulse
the helpdesk
Hospitals are complex logistical
environments, incorporating flows of people,
essential medical goods and information, all of
which have to be controlled.
This task can be solved through the
implementation of a control centre such as
“Pulse” - which schedules and controls our
resources, people flows and material flows
throughout a hospital.
The goal is to achieve optimum performance
and to be responsive to exceptional
circumstances in a timely and responsible
fashion. There are significant benefits from
such a control centre: it creates order and
transparency across all of the major systems.
At the heart
of performance
“The Pulse model aims to regulate a
hospital’s logistics the way a heart
manages blood flow (and therefore the
entire body’s performance), bringing a
combination of consistency, flexibility,
responsiveness, transparency and
assurance to the entire process”.
In practice, it acts as a single access to all
logistics information, thus bringing:
• Quality assurance
• Consistency
• Transparency
• Performance measurement
• Proactivity
• Medical and non-medical integration
• A simpler point of contact and information
for all staff
• Improved performance is delivered through
a combination of the following features:
• Manned 24/7 by trained experts, supported
by best-in-class software and technology
• Greater responsiveness
• Flexibility and independent client access
• Performance data diagnostics
www.medirest.co.uk/pulse.aspx
The Pulse HelpDesk is
a lifeline to patient
portering teams
www.medirest.co.uk
15
VSG
security
services
in the uk
and ireland
A part of Compass Group, VSG is one of the
UK’s leading suppliers of security services.
Our total solution package encompasses
guarding, systems, remote monitoring,
training and background screening.
The company is part of the Compass Group
UK & Ireland, a global leader in the supply of
support services to blue-chip organisations.
VSG has developed a range of services
designed to meet the specific needs of
individual organisations throughout the
public sector.
The company’s experience includes work for
both central government bodies as well as
local authorities, the healthcare sector and
the police.
VSG is intent on driving up standards and
value, by combining highly trained front-line
security personnel with systems installation
and management, remote monitoring, key
holding and alarm response. In other words,
a totally comprehensive service.
Where appropriate, VSG’s personnel are
vetted above industry generic standards, in
accordance with the regulations for personnel
working in highly sensitive areas, or where
staff may be dealing with children and
vulnerable adults.
In an environment where public standards
must be maintained in terms of service and
cost, VSG’s partnership approach delivers
quality, value and transparency.
www.medirest.co.uk/security.aspx
delivering
quality,
value and
transparency
www.medirest.co.uk
17
strategic
partnerships
with suppliers
who provide
specialist
expertise
At Medirest, we understand the incredible
demands placed upon our clients and the
need to meet their operational requirements
with seamless delivery solutions from end-toend, notwithstanding the dual pressures on
time and budgets.
More recently, to provide a balance and a
broader outlook we have begun to partner
with Synergy in recognition of some of their
specialist skills in this area.
We strive to be experts in our selected fields
but we also recognise that sometimes we
need additional expertise to compliment what
we already provide. We forge relationships
with suppliers and service providers who are
market leaders in their trade and we ensure
we deliver to our clients the cost benefits of
working with UK market leaders whilst also
meeting the highest standards of operational
excellence.
Ecolab has become more than just a supplier
of cleaning products and chemicals – with
a keen eye for product innovation and
training they have truly added new skills and
knowledge to our teams.
Laundry Services
Following a stringent laundry tendering
process, Berendsen was appointed as our
partner supplier with the primary objective of
bringing more than just the provision of linen
and laundry to the table.
Together we have built a structure where
audited service levels and KPIs are managed
together to the benefit of our clients. The
resulting exceptional levels of consistency
and delivery have enabled the advancement
of better and smarter ways to work.
Ecolab
Our client’s environments have provided an
excellent source of product development
requirements. The resulting knowledge and
real benefits provided by Ecolab to our clients
and their patients has enabled us to formalise
our ‘hospital of the future’ strategy and look
forward to new ways of achieving better
results.
The Benefits
Medirest’s strategy has been to consolidate
supplier relationships on the basis of
three principle tenets; consistent delivery
excellence, trust and innovation.
Our strategy is very simple, and that is to
identify, lock in and work with the best
supplier partners in the industry to deliver
outstanding unrivalled results via unique
solutions to our clients today, tomorrow and
always.
it all adds up to one thing...
www.steamplicity.co.uk/partners.aspx
HEALTH,
SAFETY
AND THE
ENVIRONMENT
HSE
Medirest’s major operational priorities remain
health, safety and the environment. These
are particularly important in the healthcare
markets in which we operate.
Safeguarding the health and safety of our
people and all our stakeholders is not only
a moral responsibility, but also essential to
the success of the business. We promote a
safety culture in which each team member
is responsible for the safety of those around
them - and is required to act accordingly.
Minimising the impact of our operations on
the local communities in which we work is
equally important. Our aim is to set industryleading standards on health, safety and the
environment and make these a point of key
competitive advantage in our markets.
Continuously providing safe food and
support services through our best-inclass Food Hygiene, Environment and
Occupational Health & Safety
Management Systems
People
management,
development
and training
Our People
Services within the healthcare business
are all about people, whether it is cleaning,
maintaining their environment, cooking their
food, moving them from one place to another
or supplying retail services.
“Our people are our business”
Many companies would say that people
are their most important resource, but
at Medirest we really do believe in this
philosophy. As such, we spend a huge
amount of time and effort to train, develop
and motivate our teams.
Everyone in Medirest has the opportunity
to have their own personal development
plan, and every colleague has performance
assessments twice a year to ensure they are
undertaking and meeting both Medirest’s and
their own personal goals.
Medirest has worked with vocational
experts to provide specialist NVQs in all of
our services, including cleaning, catering,
orking in partnership with Medirest,
W
we have been able to focus on
delivering personalised care for
our customers. There has been a
noticeable change in staff working
together to problem solve and
react quickly to support customer
requirements.
Existing Medirest client
customer service, supervision, portering
and infection control. We provide training
opportunities for all colleagues, linking
relevant courses to the Knowledge and Skills
Framework, familiar to many in the NHS.
Our colleagues can choose from a wide
selection of development programmes and
training courses designed to provide them
with further skills so that they are able to
develop their career within Medirest. We
even have a set of programmes specifically
tailored towards our supervisors and
managers of the future, not forgetting our
senior management population.
Listening to our employees
Compass Group UK & Ireland regularly gauge
the opinions of its employees though its
colleague engagement survey. Most recently
over 150,000 people have now taken the
opportunity to comment on all aspects of the
company and their roles, with over 80% of
the Medirest team involved. The feedback
we receive from this acts as the foundation
for our learning & development, reward, and
motivation programmes.
One of the most empowering messages of
The Medirest Way is that whatever your job
is at the hospital, whether you’re a porter,
doctor, domestic or nurse, we are all here to
do the same thing, which is to help people
get better.
Once our teams realise just what an
important role each individual has in achieving
that, it changes their belief and therefore
their attitude and behaviour, and ultimately it
changes the results we help to achieve in the
overall patient and customer experience.
The Medirest Way is our unique
cultural change programme
based around 5 key behaviours:
01
Stay focused and look for
opportunities to make a difference
and live these behaviours every
single day.
02
Always engage and acknowledge
people in the hospital and let them
know that you care, whether they
be patients, visitors, medical teams
or colleagues.
03
Be a ray of sunshine through
your helpful positive attitude,
your language and your general
disposition.
04
Aim beyond and be the very best
that you can be!
05
Always be clean and tidy both
in your appearance and in your
working environment.
“The interactive straight forward
Customer Care Training Programme
reinforced our joint care principles to
front line service teams. Staff valued
the training opportunity to enhance
and further develop their skills”.
Existing Medirest client
The Research
The so-called soft side of service delivery
involves the quality of the human interactions,
the daily 50,000 moments of truth that
occur when we are with our customers.
An increasingly large number of different
researchers have been demonstrating the
links between positivity and healing. In other
words, your consistent state of being has a
tremendous impact on your health. And the
research goes still further. Mindset, both
positive and negative, is contagious. So, not
only does the way you are affect how you
feel, it also affects the people around you,
for good or for ill. This was our starting point
for The Medirest Way. Kindness, positivity,
courtesy, caring, helpfulness and generosity
are the healing qualities through which we
aim to manifest The Medirest Way.
We serve over
6M
MEDIREST
The facts
speak for
themselves
customers every year in our
restaurants. That’s eleven
customers every minute
Medirest has won the RoSPA
Gold Award for our commitment
to Health and Safety
A Steamplicity meal is served to
a patient in the UK every
Every year Medirest carry out more than
seconds
audits against national cleaning standards
6
In one Trust, Medirest returned
460m2 of kitchen space –
enough to hold
208
hospital beds
In a year we recycle
96 tonnes of Steamplicity
packaging – saving
tonnes of carbon
We clean 1.25 million square
feet of hospital every day –
that’s equivalent to
142
rugby pitches
We handle and respond to over
11,000
Helpdesk calls every day
Last year Medirest surveyed over
35,000
patients and clients to improve and develop
our services
what
this all
ADDS
UP TO:
• Unrivalled market
knowledge.
• First mover on every major
technical change in the
healthcare market in the
last 5 years.
• Access to a global
network of experience.
• Complete supply chain
assurance and safety.
• Guaranteed control and
reduction of costs.
• Increased quality,
reliability and operational
capability.
• Single-point accountability
for food and support
services.
• Financial transparency
and economies of scale
(purchasing more than
our top three competitors
added together).
• Application of a
world-leading service
framework.
• Recognised client and
consumer service ethos.
Medirest - Head Office
Parkview
82 Oxford Road
Uxbridge
UB8 1UX
UK
T: 01822 813 052
E: [email protected]
www.medirest.co.uk
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