This page is intentionally blank

1. executive Summary

Service Delivery

2.1 Care Quality Commission and PEAT

2.2 Enhanced Cleaning Programme

2.3 Annual Refurbishment Programmeme

2.4 Performance Management System

2. Corporate Social Responsibility

3.1 People and Inclusion

3.2 Environment

3.3 Looking Forward to 2012

Foreword by Nayab Haider, Contract Director

2.1 Serco Values

3.0 NNUH Activity Challengers

3.1 Service Delivery and Achievements

3.2 LEAN Principles

3.3 Investments

4.1 Key Achievements

4.2 Performance Measurement System Annual Result

4.3 NHS Performance Measures

4.4 Serco NHS Procurement

4.5 Hard FM

4.5.1 Day Procedure Unit

4.5.2 Urgent Care Centre

4.5.3 Vanguard Mobile Theatre Units

5.1 Ward View

5.2 NVQs and Apprenticeships

5.3 Patient Meal Voucher

5.4 Waste and Recycling Initiatives

5.5 ePermit System

6.1 NNUH Staff Awards 2015

6.2 Retained Accreditation

6.3 Pulse Awards 2015

7.1 Serco Essentials Training

7.2 NVQs and Apprenticeships

8.1 Community & People Inclusion Projects

8.2 Step Into Health Programme – Walking With The

Wounded

8.3 Colney Woodland Walk

8.4 Volunteers’ Christmas Party

8.5 Lead Governor

2015 has been another successful year for all partners at the Norfolk & Norwich

University Hospital where we have consistently delivered outstanding patient care, even

in the face of unprecedented increases in patient activity in the hospital as well as

budgetary pressures. This annual report details some of the key partnership initiatives

achieved in 2015:

Successful contract renewal delivering £5.5m in financial savings for the NNUH

Trust through benchmarking over a 6 year period

Consistent achievement of above national average scores for the Friends and

Family Test

Zero cases of hospital-acquired MRSA bacteraemia for 3 consecutive years

PLACE achieved in the upper quartile for 3 consecutive years

Delivery of service performance at 99.28% above the contracted 96%

Delivery of an in-house capital scheme improving space utilisation and privacy

and dignity for patients

Serco is a values-led company and our culture and ethos are at the very heart of

everything we do. Through our Serco values, we give our people real responsibility so

they can put their ideas into practice and make a difference for our customers, patients

and the community. Our approach has made us one of the world’s leading and most

admired service companies and continues to aid our vision to be the world’s greatest. I

genuinely believe in this philosophy and that it has underpinned our 2015 successes and

supports our continued partnership.

Nayab Haider - Contract Director Serco NNUH

“I am really interested in the sectors that Serco specialises in… I think that

Serco is well positioned in growing markets: I think that the trend of

Governments and large businesses to focusing their efforts on outcomes,

rather than having to do the work themselves is the way the world is going.

Serco is on the right side of history.

I have always wanted to work in a business that delivers services to the

public. I believe that we should try to leave the world a better place than we

found it, and one of the ways that we can do that is by delivering really high

quality services to the public.

My aspiration is to be part of a business that delivers service that impresses

our customers, shocks our competitors, and produces a return that pleases

our investors.”

“We recognise the fierce pressure all our government customers face to

deliver more, and better, for less. The healthcare market within the UK is

no exception to this, and as one of the five core sectors in Serco’s global

strategy, our goal is to build longstanding and value-led partnerships with

our public health sector customers so we can address these problems

together.

Our contract at NNUH is a proof point for how these partnerships should

evolve. Over the years we have delivered some outstanding results

together, both operational and financial, and the recent agreement to

extend the Soft Services FM contract for a further five years demonstrates

once again our ability to deliver value for money whilst safeguarding quality

and safety.”

Rupert Soames

Serco Group CEO Liz Benison

Serco CEO UK &

Europe, Local &

Regional Government

Division

The work Serco does is often vitally important and delivering public services

brings particular responsibilities. We cannot physically monitor each

individual’s work constantly and therefore establishing the 4 Serco values is

imperative: Strong values make good behaviours

Care: We care deeply about the services we provide, the communities we

serve and we look after each other.

We work together to deliver high-quality public service, often of great

importance to the nation and the communities we serve. We take care of

each other and those we serve and we aim to make a positive difference to

people’s lives.

Innovation: We aspire to be better than anyone else at what we do.

We continuously improve our ways of working and try new ideas, big and

small. We share our knowledge and experience and embrace change

knowing that if we do not provide innovation and value for money, our

competitors will.

Trust: We work hard to earn trust and respect.

We deliver on our promises; are open, straightforward and honest; do

the right thing; and take a personal responsibility for getting things

done.

Pride: We want to be proud of what we do.

We know that the work we do is important and we take pride in doing

it well. We value energy and enthusiasm, skill and experience and an

ability to make hard work fun. We contribute both as individuals and as

part of a team.

Trust Innovation Care Pride

Since the new hospital opened in 2001, it has evolved and grown far more than might have been expected: a tribute to the respect in which it is held by the

community and patients it serves. Activity in some cases has more than doubled and increased significantly in almost all respects. Over this period, Serco has

accommodated this growth and consistently achieved performance levels exceeding 97%. Working with our Trust colleagues we have achieved many accolades

and awards, including "Cleanest Hospital in the Country" and "Pfm Partnership Award". The soft services contract, for cleaning, catering and portering, has been

Market Tested and Benchmarked for value in 2006, 2010 and most recently in 2015. This has returned savings to the trust in excess of £10 million while absorbing

the growth indicated in the table below. We are delighted with these achievements which have only been possible in the light of our strong and collaborative

partnership with the Trust and our Investor partner, Octagon.

;

During 2015, Serco has continued to improve service delivery to the NNUH

Trust by being proactive and innovative in our approach to maintaining

standards and enhancing the patient experience. The performance of the

contract service delivery was 99.28% across all services against a contractual

requirement of 96%.

NNUH Trust activity continued to increase with In-patient activity growing by

1.8%, Out-patient by 1.8% and A&E attendances rising by 5.1% with similar

trends experienced nationally.

In late 2014 Serco engaged Newton, a consultancy firm and later Serco

Consulting, to conduct diagnostic work. As well as reviewing processes

and performance as part of its continual drive to improve service delivery

and focus on adding value for the customer, Serco sought to embed the

principles of LEAN into the culture and attitudes of its people ensuring

that changes and improvements were understood, implemented, and

most importantly, sustainable.

Four ‘Change Agents’ were recruited from our operational staff to

support a joint team lead by the consultancy team. The change agents

received training on the principles underpinning LEAN as well as gaining

valuable experience.

The Change Agents undertook tasks in all aspects of the LEAN process

to gain understanding and experience of how to identify, assess and

implement a plan for continuous improvement and, in turn, were key in

advising the consultancy team on operational matters as well as

communicating and gaining buy-in for propsed changes from the Serco

front-line staff.

This collaborative effort has enabled the initiatives detailed in the

following pages in Waste & Recycling, Patient Catering, Portering,

Domestics and Security to be achieved and delivered to the Trust.

In addition to the efficiencies and savings outlined above, Serco committed to a

total capital spend of £654,000 in the five year period from 2016 to 2020, investing

in both technology and equipment to enhance the service delivery and improve

patient experience.

Computer-Aided Facilities Management (CAFM) System

Underpinning the PFI asset lifecycle programmes and budgets is the ability to

access accurate and real-time data from the CAFM system enabling informed

decision-making and planning. In April 2015, a review of CAFM systems was

undertaken that primarily focused on enabling Serco to meet the new challenges

of the management of client assets.

The improved functionality will allow all Serco services at NNUH to monitor data

and manage services to drive productivity whilst ensuring we are meeting the

customers’ needs and improving the management of the lifecycle programme.

The upgrade of the CAFM software will offer these major benefits:

The ability to work across the facility with mobile devices enabling

productivity and efficiency

The production of superior asset maintenance data and enabling of

new management information systems to support and improve the

management of the entire lifecycle programme

Supports the Building Information Modelling (BIM) specification

Upgrade of Restaurant Facilities

The Trust is experiencing greater activity within the hospital and after canvassing

Trust staff opinion, Serco are redesigning and upgrading our retail offering to

improve both staff and visitor experiences by:

Addressing noise levels and creating a more relaxed seating

environment

Offering healthier meal options, including a chef theatre where

food will be cooked to order.

New servery equipment will be installed in 2016, including a salad

bar, fridges, deli and units which will create a restaurant-banquet

atmosphere.

Refurbishment of Fresca with a redesign of space and concept.

The new outlet will offer more choice to visitors and staff at NNUH

with a delicious yet healthy salad bar with hot protein options at

affordable prices.

Improved sourcing of locally grown produce

Other investments across the range of services Serco provide include:

Regeneration Ovens for patient kitchens

JLA Washing System and Microfibre Trolleys (OTEX)

Soft-Closing Waste Bins in clinical wards providing a quieter

environment for patients, particularly at night

Security Stab Vests

Grounds Tractor Equipment

CCTV System is to improve site security for patients, visitors and

staff

In recent years the NNUH has faced many challenges: meeting national

performance targets, financial targets and growing patient numbers whilst

striving to deliver outstanding service for patients. Serco has successfully

renewed its contract twice in 2006 and 2011 through market testing and

benchmarking respectively. However, the third term of the Soft Services

contract is to be the most demanding at a time when the NHS is entering a

very challenging climate, where there is continuous focus on performance and

quality and overriding pressure for significant cost improvements.

Despite the many very real challenges, since the opening of the hospital 15

years ago, the NNUH Trust, Octagon Healthcare and Serco have developed a

truly unique partnership where our shared ethos and values have focused on

delivering the best patient experience with a joint vision: “To provide every

patient with the care we want for those we love the most”

Given this backdrop, we recognised the need to deliver an innovative and

quality focused proposal to ensure real value for money outcomes for the Trust

and patients by challenging the way we delivered some services, utilised

technology and by commissioning a LEAN consultancy organisation, to

increase operational efficiencies whilst enhancing the patient experience and

outcomes.

In mid-2015, Serco submitted its proposal including a commitment to deliver

over £1.1m of savings per annum over a 5 year period, as well as an

investment of £645k over 5 years on new equipment and technology. Serco

proposed a package of solutions to improve efficiency whilst safeguarding

quality and safety of patients. In the latter half of the year, the proposal was

accepted and approved by both Octagon Healthcare and NNUH Trust Board

and since August 2015, the agreed financial savings have been achieved and

passed onto the Trust.

Against this challenging backdrop there were several key achievements from

2015:

Successful Contract Renewal to 2021 for Soft FM

Successful delivery of £1.7M in procurement savings for 2015

Implementation of LEAN principles and initiatives delivering £923k

financial savings

Maintained an average 99.28% performance score

Hospital-acquired MRSA bacteraemia free status for 3 consecutive

years and consistently high 90s Inpatient and A&E Friends & Family

Test (FFT) scores

Sucessful completion of the Urgent Care Centre and Vanguard Mobile

Theatres projects

‘Breaking the Cycle’ support in responding to the challenges of

patient flow

In 2015 Serco again consistently achieved higher than contractually mandated PMS results, with an average of 99.28% achieved in each service element (3.28%

above the acceptable minimum standard of 96%). Continuing the proud record since the hospital’s inception in 2001, Serco received no service penalties throughout

2015.

Across the acute healthcare sector, Trusts have experienced a significant rise

in patient activity from the levels of admissions to the number of operations

and procedures carried out, all whilst dealing with the financial and budgetary

constraints. Despite these challenges, in 2015 NNUH Trust still performed well

in providing patient care:

Hospital-acquired MRSA bacteraemia free status achieved for 3

consecutive years

Friends & Family Test (FFT)

Hospital-acquired MRSA free status: In 2014, NNUH was the subject of

a special edition in the local newspaper honouring it for its achievement of 2

consecutive years hospital-acquired MRSA bacteraemia free and in 2015, the

cleaning team continued this success and supporting the clinical staff where

the hospital has since gone onto achieving 3 consecutive years.

CQC Intelligence Monitoring: CQC is responsible for the monitoring and

regulation of health and social care in England and for the first time since the

changes in the way they are inspected came into effect, NNUH will be assessed

using the new ratings system due to be issued in the CQC report in 2016. The

CQC regulate all care services against 5 key questions:

Are they safe? You are protected from abuse and avoidable harm

Are they effective? Your care, treatment and support achieves good

outcomes, helps you to maintain quality of life and is based on the

best available evidence

Are they caring? Staff involve and treat you with compassion,

kindness, dignity and respect

Are they responsive to people's needs? Services are organised so

that they meet your needs

Are they well-led? The leadership, management and governance of

the organisation make sure it's providing high-quality care that's based

around your individual needs, that it encourages learning and

innovation, and that it promotes an open and fair culture

Each of the 5 areas is assessed and issued with a rating as well an overall

rating for the service:

The Friends & Family Test: In 2013 the government-mandated Friends

and Family Test (FFT) was implemented at the NNUH asking patients easy-

to-understand questions about the care they received, including whether

they would recommend hospital wards, A&E departments and maternity

services to their friends and family if they needed similar care or treatment.

This meant every patient in these wards and departments was able to give

quick feedback on the quality of the care they received, giving hospitals a

better understanding of the needs of their patients and enabling

improvements.

2014: Change in Methodology

Following the introduction of the FFT in April 2013 within both A&E and

inpatient areas, a review was initiated to determine the level of success and

address any concerns regarding the administration of the survey. The test

consisted of a single question asking the patient to indicate whether they

are “extremely likely”, “likely”, “neither likely nor unlikely”, “unlikely” or

“extremely unlikely” to recommend the ward or A&E site at which they have

received care.

As a result of this review, a report was issued in July 2014 which highlighted

the constraints associated with the existing calculation of the FFT score and

based on the recommendations arising out of this report to NHS England,

effective September 2014, the responses to the FFT test were adapted to

consist of 2 possible answers; would you recommend / would you not

recommend the applicable inpatient facility / A&E site?

This change in methodological approach was hoped to provide a more

effective way to benchmark against in addition to provide a more positive and

constructive stance to responses given that the previous net promoter

calculation took into consideration only extremely positive and extremely

negative responses and removing from consideration those who responded to

the survey somewhat positively.

The Results: Despite significant increases in patient activity, 2015 has

remained a positive year in terms of FFT scores for NNUH with both A&E and

inpatient results sustained at levels consistently higher than national averages

and the highest benchmarked against other Trusts within the East Anglian

Region.

Serco NHS Procrement support the NHS Trust by working in long-term partnerships to deliver and support primary and acute care services. We

use our capabilities in transformation, service integration, change

management and redesign to help the NHS to meet the financial and organisational challenges facing it today whilst maintaining the quality and

availability of services.

Serco have been delivering procurement services since 2012 managing an

annual spend of £50 million and have delivered £5.14M saving to date. In

2015 we delivered savings of £1.8M by working closely with the identified

departments spend profile.

Key Procurement Services

Strategic procurement

Strategic sourcing

Commissioning support

Information management

Financial systems

Financial services

Contract management

Purchasing

Cost reduction and efficiency

Supplies and materials management

Change management

2015 saw a 4.2% increase in the level of Day Case patient activity to over 80,000

cases. Despite these challenges, Serco embarked on an innovative and vital

refurbishment plan, and were able to complete this with minimal disruption to

clinical activity. Serco commenced the planning of the refurbishment of the DPU

assessment rooms, theatre recovery areas and corridors, an area covering

1,250m2, but due to the high demand and patient activity, it would not have been

feasible for the Trust to close the area. Consequently, this placed even tighter

time constraints on the planning and delivery of the project. By co-ordinating

very closely with Trust facilities and clinical staff, Serco was able to minimise any

disruption and loss of clinical activity to the Trust and successfully deliver the

project over a 16-week period.

This involved relocating clerical staff to provide space to move assessment rooms

and clinics which allowed the rotation of rooms and eventual completion of all

areas and corridors. This necessitated meticulous planning and to further reduce

impact on clinical activity, the recovery areas were completed predominantly over

weekends. The refurbishment included a new Nurse Call system, flooring

replacement and duct work cleaning which has improved .management of

infection control processes, allowed increased responsiveness of clinical staff on

wards as well as enhancing the environment for patients, visitors and staff and

improving patient experience.

New Gamma camera in the refurbished facility

During the course of 2015, levels of patient activity in the A&E

department increased by more than 5% placing severe pressure on the

emergency department. Therefore, to help alleviate the growing demand

Serco worked with Octagon and the Trust to build the UCC and in early

2015 the Urgent Care Centre and Minor Injuries Unit was completed and

handed over to the Trust on time and to budget. It was built in the

vacated physiotherapy department and a new link corridor was

constructed to provide a more direct route to the existing A&E

department. The unit has significantly improved the patient experience

both through waiting times and as a healthcare facility and over a period

of a year, will see approximately 10,000 patients.

NNUH treated almost 90,000 in-patients last year in 36 theatres and due to the

continuing pressures on the Trust theatre activity, it was deemed necessary to

create an additional theatre and an 8 bed recovery area externally outside The Day

Procedure Unit (DPU).

In the latter part of 2015, Serco FM provided the enabling works which included

external hard standing, a link corridor, power, drainage and water provision, a

pedestrian walkway and a critical alarm interface. The project again proved to be

a significant challenge in terms of the timescales available to prepare for the

delivery and installation of the unit and the interface works to make the unit

operational. Logistically the location of the unit made construction extremely

difficult as all deliveries and material disposal occurred in the extremely busy plaza

area where staff, patients and visitors passed through constantly. Consequently, it

necessitated even more considered planning and careful coordination of traffic,

people and pedestrian management. Although there were also delays from the unit

supplier, Serco FM delivered the scheme to budget and on time and such is the

integration with the hospital, the internal link corridor gives no indication to the

patient that the unit is not an integral part of the main building.

The addition of a new unit has allowed the Trust to alleviate a proportion of the

growing pressure it was experiencing in theatre activity and consequently, patients

are benefiting through shorter waiting times. 7 operations are performed in the

unit per day with an additional 7-10 patients using the recovery area.

In 2015, Ward View was introduced by the Trust across all wards allowing

improved visibility of patient information for clinical staff through the visual

display of data pooled from a variety of sources into a single view.

This NNUH Trust IT project was initiated in 2013 sponsored by the Trust CEO

and in 2015, implementation finally commenced. Ward View accesses patient

data from systems within the different departments in the Trust aggregating

it into a single and easy-to-navigate view. The screen is updated at discrete

intervals providing staff with notifications of changes in status. In addition,

the touch screen capability can be utilised by staff to quickly and efficiently

request details thereby streamlining the process as well as offering a more

intuitive experience for the front-line clinical staff.

Working in partnership with the Trust, the next stage was to introduce Serco

data onto the display to supplement the Trust data; support from Serco’s on-

site IT team has been instrumental in achieving this. In collaboration with the

Trust, Serco designed and implemented an interface allowing Ward View to

access data from Serco’s CAFM system which would process and store

requests ready to display and update Ward View.

The Serco team overcame multiple challenges during the design and

implementation phase, generating innovative solutions to achieve the desired

outcome. In late 2015 Ward View trialled the Serco interface in 2 wards

enabling cleaning requests to be booked by Trust ward staff as well as work

orders to be closed down in-situ by authorised Serco staff and utilising data

for patient movement.

There is potential for even further integration of Serco data in the Ward View

system in the future with additional enhancements possible including cleaning

audits or the utilisation of maintenance data.

In 2015 Serco Norfolk and Norwich University Hospital saw 5 employees

complete various National Vocational Qualifications (NVQ) courses. The four

courses completed were:

Customer Service

Facilities Management

Hospitality Services

Cleaning and Support Services

To achieve an NVQ, candidates must prove that they have the ability and

competence to carry out their job to the required standard. NVQs are based

on National Occupational Standards that describe the competencies

expected in any given job role.

The courses available are helping to enhance the working life of our

employees with the candidates working towards the NVQ that reflects their

role within Serco.

In 2015 a Business Administration apprentice joined the Business Support

team on a permanent basis after completing a Business & Administration

apprenticeship qualification which offered on the job skills and training.

Serco understands that one of the most important factors in aiding in patient

recovery as well as enhancing patient experience is the quality of food and the

food service available. The NNUH FFT scores achieved are already above

national averages however, to improve upon this throughout 2015 the Serco

catering team has been working to bring into fruition the concept of the Patient

Meal Voucher at supper time. This will be piloted in early 2016.

Experience and research suggests mobility, social interaction, contact with

friends and family and atmosphere play large roles in patient recovery and by

offering patients a meal experience within a restaurant setting we are able to

positively impact these factors. Throughout 2015, the Serco catering team has

been liaising with the relevant stakeholders from both Octagon Healthcare and

the Trust ranging from dieticians, matrons, infection control and risk

management teams, to ensure the safety of patients whilst offering nutritionally

sound food and a great patient experience.

Patients identified by their clinical teams through the Safe Assessment will be

issued with a Patient Meal Voucher enabling them to dine at the restaurant at

supper time where they can select from a menu designed by the Serco catering

team with input from locally renowned chef, Richard Hughes. By sharing a meal

with friends and family in a social setting, it is hoped that patient outcomes can

be improved , with a positive impact on in-patient length of stay. The first pilots

are due to commence in early 2016 with full roll out intended by the end of the

year.

Since 2009, when recycling was carried out by Trust Volunteers, Serco and NNUH

have been progressively able to implement more extensive, comprehensive and

effective waste and recycling initiatives thereby reducing both our impact on the

environment and achieving cost savings for the Trust. In 2015, two significant

initiatives were introduced designed to reduce the environmental impact even

further and improve the patient experience.

Yellow to Orange Waste Bags

In March 2015, a switch from yellow to orange bags took place across all wards for

infectious-only wastes which had been previously disposed of through incineration.

The waste is now processed through Autoclaving where it is sterilised and can be

used as non-hazardous waste to supply power to the National Grid. Since

completion of the roll-out of the entire hospital, the average General Domestic

Waste has fallen by almost 70% from 87.3 tonnes per month to 27.47 tonnes. Not

only does this generate considerable cost savings for the Trust, it has a positive

impact on NNUH’s carbon footprint and enables the Trust to be compliant with the

waste hierarchy and HTM 07: 01.

Ward Bin Replacement Programme

The ward bin replacement programme commenced in October aiming to complete

one ward per week by replacing approximately 60 bins per ward. Over the course

of the following 20 weeks, over 2,000 bins were replaced. The new bins have greatly

enhanced the daily working environment of the staff and patients proving to be

much quieter due to the soft-closing lids, easier to clean and maintain as well as

beneficial for patient privacy, dignity and improved patient experience.

With multiple contractors and suppliers attending site, monitoring and keeping

track of activity, to ensure compliance and standards were maintained in order

to provide a robust audit process had become a complex administrative task.

In response to this challenge, Serco designed a bespoke system bringing

together, and thus creating a central location for all required information.

Users are able to quickly input their details and information into a central

database to be processed without the need for duplication allowing Serco to

reduce its risk profile whilst maintaining full confidence in its compliance to all

aspects of the Permit To Work system as well reducing its impact on the

environment.

In creating this software, the following key areas of benefit have been

realised:

Efficiency: User friendly presentation and user interface simplified the

creation, authoring and issuing of all Permit To Work requirements.

Control: Defined field entry data, real time permit issue and in progress

logging, up to date contractor information and warnings of expiring

records allows for easy and effective monitoring of permits.

Compliance: Safety checks and alert functionality ensures improved

legislative and site best practise compliance, thus reducing risk, which

could otherwise lead to breaches.

By developing an in-house and site-specific system, at minimum the system

has saved Serco £16,000 in the first year and £4,000 per annum thereafter.

Roger Perkins, a member of the Serco Estates Technical team, has been

regonised for his leadership of this creative solution in the 2015 Annual

Serco Pulse Awards and won the coverted Global Award category.

Liz Benison, CEO UK & Europe, with Global winner Roger Perkins

On 2nd October the NNUH Annual Staff Awards took place at The Forum.

Patients and colleagues nominated employees in 13 award categories and on

the night, 37 individuals and 11 teams from NNUH and Cromer Hospital

received awards in recognition of their outstanding efforts and achievements,

including the winner of the Serco Award.

Chairman of NNUH, John Fry, said: “We are thrilled to be able to recognise

those employees and teams who patients and colleagues feel have gone above

and beyond the call of duty.”

The Finalists of the Serco Award were:

Sean Ryan, Domestic Assistant, Jack Pryor Unit (JPU), was nominated for

his extremely high standards of work helping to turn around the audit scores

in JPU, which have historically struggled: “Sean is the most diligent cleaner we

have ever had, maintaining the unit to an exceptionally high standard. He is quiet,

calm and friendly, and always responds willingly and promptly…He also acts with

initiative, and anticipates problems before they become an issue, in an unobtrusive

manner. He has a delightful way with our patients, who we see three times a week

over a long period of time, and he always has a smile for them, and he absolutely

contributes to the service we provide. He is most definitely a most cherished part of

the team and we value him as a colleague.”

Roy Didwell, Porter in Radiology, was nominated for his work ethic

and professional and kind manner: “He is one of the quickest porters we

have, and as well as this he is very conscientious, extremely good with the

patients and always ready with a chat and a kind word for both staff and

patients. He always goes the extra mile, helping people who may not be his

responsibility but who he can help! He's a great example of how good we can

be!”

Winner of the Serco Award 2015 was Karina Woods:

Karina Woods, Retail Catering Supervisor at the POD, won for her

leadership of the POD team: “I would like to nominate the wonderful team

who work in the POD. They are a marvellous example of good customer care.

The team are always very busy at this time but never appear to be

overwhelmed treating everyone with a smile. The whole team are

professional and efficient moving quickly through the orders and supporting

staff who may have short periods of time for breaks. I have also witnessed

their compassion to patients and relatives who visit the POD, helping those

people with their orders and carrying food in a kind and compassionate

manner.”

Karina Woods (L)

presented with the

Serco Award by Mark

Hunt, Serco Interim

MD of Health (R)

Staff

Awards

2015

BSI 18001 – Occupational Health and Safety Standard

ISO 14001 – Environmental Management Standard

ISO 9001:2008 – Quality Management

Serco has a unique culture. We’re passionate about doing the right thing

and making a positive impact on our customers, colleagues and the

communities we serve. Through the Pulse Awards we recognise those

individuals and teams who have shown this passion, made a positive

impact and made us better at what we do.

In 2015, the Serco NNUH contract were announced as winners of 3

Divisional Awards and 2 Global Awards in the Customer Service and

Heart categories recognising the exceptional individuals who work for

us.

Claire Chettleburgh, Hospitality Co-Ordinator - Divisional

Customer Service Award 2015 Winner: Claire organised and

provided catering for a function at 24 hours’ notice for a patient

who was nearing the end of her life and wished to be married. Claire

went above and beyond to make what could easily have been a day

of sadness into a beautiful, joyous occasion for the couple.

Doreen Steel, Retail Assistant – Global Customer Service Award

2015 Winner: Doreen frequently comforts visitors and relatives of

patients who visit the restaurant in a very vulnerable state and often

sits with the patient in her own free time. It is not uncommon for

Doreen to stay with a patient all night even taking home patients’

washing and laundering it for them.

Patience Tomlin, Domestic Assistant – Global Heart Award

2015 Winner: Whilst on her lunch break, Patience helped deliver a

baby in the car park of the hospital. The family were eternally

grateful for her support and the midwifes congratulated Patience on

her performance.

Claire Chettleburgh (L)

accepting the Divisional

Customer Service Award 2015

from Liz Benison, Serco UK&E

CEO (R)

Doreen Steel (C), accepting

the Global Customer Service

Award 2015 from Liz Benison,

UK&E CEO (L) and Rupert

Soames, Serco Group CEO

(R)

Patience Tomlin (C),

accepting the Global Heart

Award 2015 from Liz Benison,

UK&E CEO (L) and Rupert

Soames, Serco Group CEO

(R)

As part of Serco’s corporate renewal, Serco Essentials Training was

introduced, a series of mandatory learning modules making up the 'core'

training that each and every employee of the Serco Group undertakes. This

series of training modules is compulsory for all new starters and existing

employees who have yet to complete them.

Serco recruited a training facilitator dedicated to monitoring, co-ordinating and

providing the training and in 2015 NNUH achieved the following completion

figures for each learning module:

Think Privacy: 97.4%

Health & Safety: 98.2%

Code of conduct: 97.4%

Data Protection: 97.9%

Equality and Diversity: 97.7%

At Serco NNUH, we continue to support the extremely worthwhile initiatives

helping the fabric of the local community, with the focus in 2015 mainly in

employment opportunities. Primarily through the Project Search, Prince’s

NNUH Trust and Norwich For Jobs projects we have been able to provide

placements, invaluable work experience and advice for individuals seeking

employment; we are now reaching the more challenging individuals who

require more assistance.

Norwich For Jobs

In January 2013, the Norwich For Jobs campaign was launched, led by Chloe

Smith, MP for Norwich North and is “a voluntary project that aims to work

with local employers and young people to halve the number of young people

registered as unemployed in Norwich Job Centre.“

It asked local businesses for:

Investment: Encourage local businesses to invest in young people

Opportunities: Connect young people with opportunities to gain skills

and employment

Community: Focus the collective efforts of the community to get

young Norwich working

The project has made a genuine impact on the lives of young people and

during the Norwich For Jobs ‘One Year On’ event, it announced it had

successfully helped 500 young people find employment; at the ‘Two Years On’

event the number of individuals it had helped stood at 1,569.

In January 2015, it launched Phase 2 of its project, seeking to ‘Change 100

Lives’ within a year, and has worked with local employers to support young

people who need more help to get into work. To date it has helped:

69 young people take part in work shadowing and work-taster days

332 young people begin a work experience placement

11 young people sign up for the mentoring programme

75 young people into work

On the 22nd January 2016 Serco joined the Minister for Employment, Priti

Patel, and Norwich North MP, Chloe Smith, to receive recognition for the

employment outcomes and the benefits to the young people of Norfolk. The

Serco team were mentioned in particular regarding our ongoing involvements

and both took the opportunity to thank Serco: “The Norwich for Jobs project

is very grateful for Serco's longstanding support and commitment to Norwich

young people who most need a chance.” Chloe Smith, MP.

Priti Patel,

Minister for

Employment

The project has relied on many sectors of the community including funding

from Norfolk County Council and the hard work, dedication and time given

by numerous volunteers. The project was led by Serco’s CSR Manager, Chris

Paul, and the team included the NNUH Volunteers and students and staff

from Easton and Otley College. They cleared the pathway, planted ground

cover, erected sign posts and assembled benches along the routes. These

tasks were performed throughout the year including during the weekends.

After many years of hard work and commitment, the project came to fruition

with the completion of the final section of the walk and the official opening

in August 2015. The walk is now open to the public, staff, patients and

visitors.

Throughout 2015, Serco has been supporting Step Into Health, the ‘first

access pathway from the military into the numerous career opportunities

available in the NHS was piloted at NNUH’. This initiative is supported by the

charitable organisations Walking With The Wounded and The Royal

Foundation.

The programme provides bespoke work experience packages of up to 4

weeks for veterans to explore the extensive career opportunities available in

the NHS, including in areas such Facilities Management. It guarantees the

candidate an interview within one of the areas they have experienced once

the work placement has been completed.

The pilot running throughout 2015 at NNUH proved to be very successful

with 80% of veterans completing their placements going on to secure

employment.

Several years ago, the idea of a pathway to utilise the Woodland tree line

around the circumference of the hospital emerged aimed at serving both

nature and health and wellbeing.

Marjorie Dingle (C) presented with a 20-year Long Service Award by Mark Davies

(L), NNUH Trust Chief Executive and John Fry (R), Chairman of NNUH Trust

The NNUH is supported by 674 volunteers carrying out a variety of roles

including meeting and greeting patients as they arrive at hospital, supporting

patients and staff in the wards and clinics, providing support to patients at

mealtimes and conducting patient surveys. Every year the NNUH Trust and

Serco recognise their extraordinary work and achievements through the

annual Christmas Volunteers Party, sponsored by Serco.

In 2015, the event focused on long service, recognising 27 volunteers ranging

from 5-20 years’ long service and accumulating more than 170 years of

service between them. It was attended by as Mark Davies, NNUH Trust Chief

Executive and John Fry, Chairman of NNUH Trust who were delighted to

celebrate the achievements.

“A few words to express my sincere thanks for the fantastic Christmas Party

that Serco provided for our Hospital Volunteers. We have received numerous

compliments and we feel very honoured that you’re able to contribute to our

service in this way”

Sally Knights, Voluntary Services Manager

Marjorie Dingle (C) presented with a 20-year Long Service Award by Mark Davies

(L), NNUH Trust Chief Executive and John Fry (R), Chairman of NNUH Trust

In October 2015, Unison convenor Terry Davies was appointed as the Lead

Foundation Governor for (NNUH) Foundation Trust. He is believed to be the

first and only private sector employee to be given this important role within

a Trust in NHS England & Wales.

Terry has been in the NHS for over 25 years joining Serco when the hospital

first opened in August 2001, 15 years ago when he worked in the portering

department. His own experience as a front line member of staff has been

invaluable in his current role as Unison convenor where Terry represents

Unison members for Serco, volunteers and private contractors to maintain

and improve the partnership between the Trust and Serco. In 2005, Terry

was instrumental in negotiating ‘Agenda for Change’ Terms and Conditions

for all front line staff at NNUH and continues to support the interests of all

Unison members.

Terry was selected following an election process among Trust foundation

governors having served as a governor for Volunteers and Private

Contractors for 6 years. As Lead Governor, he will work closely with the

Chairman and Non-Executive Directors to hold the NHS Trust Board

accountable for high quality and safe patient care, as well as play a key role

in communicating with government health watchdog, Monitor.

Commenting on his appointment, Terry said: “I hope to lead the governors

into a new era working alongside Mark Davies, Chief Executive of Norfolk &

Norwich University Hospitals Foundation Trust, and the Executive Board. My

vision is to achieve a unified workforce by improving staff engagement,

utilising all of my many years of experience.”

Serco’s Contract Director, Nayab Haider added: “Terry is a credit to Serco; he

successfully led the TUPE transfer of facilities staff when the hospital first

opened 15 years ago and since then has been instrumental in the overall

success of the contract by driving engagement between NHS and Serco staff

to create a true partnership approach. I’m very proud that he can bring his

experience to this important and challenging role on the board.”

“A short note to congratulate you on being elected to be the Trust’s lead

governor. I am very much looking forward to working with you to face the

challenges that lie ahead of us.” Mark Davies, NNUH Trust Chief Exec

2016 promises to be another challenging year both financially and

operationally. Serco are committed to sustaining our delivery from 2015

and continually looking to improve the quality of our services through

our innovative and proactive approach.

The key deliverables for 2016 include:

£923k financial savings through benchmarking

Supporting the Lord Carter review recommendations

Increase visibility of live performance metrics to all

stakeholders

Maintain 96% achievement of PMS scores

Achieve PLACE excellent standard and CQC compliance

Improve Friend and Family Test scores

Further improve customer advocacy with all stakeholders at all

levels

Corporate Social Responsibility to remain a priority

Develop a patient centred services strategy

Prepared by Serco NNUH Annual Report 2015

Serco Health Ltd Colney Lane

Norwich Norfolk

NR4 7UY Tel: 01603 645114