ISS FACILITY SERVICES HEALTHCARE OUR CAPABILITIES AND SERVICE DELIVERY APPROACH

Transcription

1 ISS FACILITY SERVICES HEALTHCARE OUR CAPABILITIES AND SERVICE DELIVERY APPROACH

2 THE ISS MISSION Service performance facilitating our customers purpose through people empowerment. ENHANCING THE PATIENT EXPERIENCE OUR PURPOSE ISS delivers non-clinical services throughout Australia s Healthcare sector, striving to enhance patient experience. Patients, clinicians and visitors experience ISS services through thousands of touchpoints, all of which we carefully plan and manage to create positive experiences. The ISS team understand the connection between a positive patient experience and positive health outcomes. Team members are empowered and are personally accountable for the quality of the service they provide and are supported to excel. Contributing to patient care is our purpose, it s what motivates our team to take pride in their work. Aaron Cauchi Executive General Manager Health & FM Services 2 ISS Facility Services / Healthcare 3

3 HEALTHCARE BUSINESS DRIVERS WHY CHOOSE AN ISS OUTSOURCED SERVICE? In designing our service solution we keep pace with the evolving market conditions and understand the critical business drivers steering hospitals and healthcare facilities to optimise the effectiveness of their nonclinical services. An ISS non-clinical support service can help your hospital service to: p Improve performance compliance, patient satisfaction, productivity and cost saving targets p Minimise rates of hospital acquired infection p Introduce practice improvements promoting quality service and safe care p Introduce fit for purpose and proven technological innovations p Invest in next generation infrastructure and equipment p Maximise bed availability by optimising patient flow and throughput p Integrate teams to promote a consistent and seamless patient experience OUR AUSTRALIAN OPERATIONS The healthcare sector is a core business focus for ISS, with over 20 years experience working across numerous hospitals in Australia. We have worked diligently to build a specialist division of professionals who can seamlessly mobilise these key drivers into a robust service solution, aligning with each customer s Patient Centred Care approach supporting patient recovery and well-being. We employ over 1,600 staff servicing 27 public and private hospitals. We are one of Australia s largest providers of non-clinical support services. Engage in over 30 million patient interactions every year Serve more than 13 million meals every year Collect and distribute in excess of 9 tonnes of linen per day 4 ISS Facility Services / Healthcare Move over 5,000 patients every day Clean 110 theatre rooms daily Maintain thousands of square meters of grounds and gardens Managing over 1,820 tonnes of waste / recyclables & 240 tonnes of clinical waste per year Customer Net Promoter Score Employee Net Promoter Score OUR GLOBAL REACH SUPPORTS OUR LOCAL FOOTPRINT Globally ISS has over 37,000 service professionals delivering a full range of hard and soft non-clinical support services at over 300 hospitals and healthcare facilities. Our service solutions are patient centric, produce measurable outcomes and elevate our clients expectations about possible service levels. We function as an integrated partner within a hospital/healthcare service. ISS is rated the as the largest catering contractor supplying food and meals to the National Health Services (NHS) Hospitals in the UK hospitals in 20 countries Over 37,000 healthcare employees globally MAJOR GLOBAL HEALTH CUSTOMERS INCLUDE: p Singapore General Hospital (SGH) - Singapore p National Health Services (NHS) Trusts - UK p Homerton Hospital - Northern Europe p Huashan Hospital - China p Waterlandziekenhuis The Netherlands p Complexo Hospitalar Edmundo Vasconcelos Brazil p Sanatorio SEMM Mautone Uruguay p Hospital Regional de Alta Especialidad de Ixtapaluca Mexico p Sanitas (Bupa Group) Spain p University Hospital of Ioannina Greece p Horizon Healthcare Services, Inc. - USA 5

4 We take pride in patient care and our know-how is unparalleled. Our Orthopaedic Plastering Technicians always go the extra mile. WHY ISS IS DIFFERENT AND SUCCESSFUL? THE PATIENT JOURNEY Touchpoints is a proprietary ISS Program focusing on where our service interacts directly with a patients during their hospital experience and applies processes and controls to ensure that each of these experiences is a positive one. By getting it right at each Touchpoint, ISS helps to make each patient interaction a positive one, facilitating a speedy recovery and an optimal use of facility resources. We commence each contract with our Touchpoints Journey workshop, where we design a bespoke service solution for each customer. The Touchpoints process help us to understand and map the unique requirements of every patient journey and how ISS contributes to their recovery, wellbeing and overall hospital experience. We continually measure our performance and success via experience surveys, KPI assessments and results. Below is an example of how we map the Touchpoint Journey to help create a superior and positive hospital experience, motivating our teams to proudly wear the ISS brand. Our teams understand not just WHAT to do, but WHY their jobs are important. ARRIVAL AT HOSPITAL BEING ADMITTED STAYING IN A ROOM SELECTING AND EATING A MEAL GOING TO THEATRE RECOVERING AND HAVING VISITORS CHECKING OUT OF HOSPITAL The ISS team can help create a superior hospital experience through positive interactions in every service line Cleaning entrance areas and hospital reception Grounds and garden maintenance Cleaning of public areas Waste management Room cleaning Bathroom cleaning and consumables Linen Meal planning Nutrition Patient food Meal delivery Theatre cleaning Consumables Catering services Cleaning Requests Cleaning public areas Linen Ward cleaning 6 These Touchpoints are integrated into our Patient-Centred Care approach to: p develop collaborative partnerships with stakeholders p maximise efficiency and service excellence and p ensure that quality and safety is always maintained ISS Facility Services / Healthcare 7

5 PATIENT-CENTRED CARE ISS works in partnership with our hospital customers to fulfil their strategic and business purpose and to facilitate Patient-Centred Care. By offering the highest standard of service and patient care, our role directly supports patient recovery and provides for hospital bed availability to be maximised. We build great teams by selecting people with the right abilities and attitudes. We share ideas, knowledge and experience. Our Patient-Centred Care model is focused on three cornerstone principles: COLLABORATION Working with hospital administrators and managers to align service delivery mechanisms to a hospital s strategic priorities and operational goals. WHAT ISS OFFERS p Stakeholder engagement p Leadership and people empowerment p Governance integration p Multi-skilling to provide resource flexibility p Alignment of strategic priorities DELIVERY OF PATIENT CARE OUTCOMES AT BEST VALUE COLLABORATION EFFICIENCY QUALITY & SAFETY QUALITY & SAFETY Leveraging industry standards, ISS quality accreditation and hospital service standards to build a service delivery framework which is tailored, quality-compliant and safe. WHAT ISS OFFERS p Compliance assurance p Audits, internal and external p Training and development programs p Mobilisation experience p Proven safety and quality records EFFICIENCY Introducing and integrating systems, process, controls and expertise to yield enhanced performance outcomes. WHAT ISS OFFERS p Cost management to achieve targets p Implement robust systems and processes p Self-deliver to control standards p Innovation to drive value p Optimise bed availability 8 ISS Facility Services / Healthcare 9

6 I aid recovery because of the job I do. OUR ON-SITE TEAMS Our on-site teams are highly motivated, passionate and committed. They understand the needs of clinicians, administration management and above all how they facilitate patient recovery and ensure a positive patient experience. This is achieved through our unique training program teaching our staff to focus on every Touchpoint they have with patients, clinicians and visitors. Understand the customer s needs Identify the customer touchpoints CLIENT TESTIMONIAL Working in a busy hospital, our people strive to do their best to provide safe, high quality care for patients. Sometimes, we can execute all of the technical aspects of a patient s care with expert precision, but if we fail to deliver on the human aspects of care, then we ve let the patient down. In every interaction with our patients, we care about compassion, kindness, empathy and a sense of service. We care about these things because our patients care about them. The ISS people who work in our hospitals have almost 7 million interactions with our patients every year! That s 7 million opportunities to make a difference to the day of a patient. The Service With a Human Touch program provides ISS people with the knowledge, skills and tools to make the right choices when they are in the moment with patients, with each other and with our people. Having completed the SWAHT program myself, I feel assured that ISS is focusing on the things that matter to our hospitals and, more importantly, the things that matter to patients. Read my signals Communicate with me Support me Make a difference for me Make it right for me Measure satisfaction via patient experience Survey Describe service concepts & develop training A key differentiator of ISS is our focus on helping all staff to understand their purpose in their role. Nowhere is this more important than in a hospital, where our staff are able to have a positive impact on patient outcomes through simple actions, such as speaking courteously with a patient or smiling. To empower and encourage staff to take these simple actions, we have developed the Service with a Human Touch (SWAHT) training program. Service With a Human Touch is an ISS training program focusing on every Touchpoint service delivery staff have with patients, clinicians and other hospital users. It helps our staff to understand the positive impact they can have on patient outcomes, which motivates them to take pride in their work. Valued Client since ISS Facility Services / Healthcare 11

7 OUR SERVICE CAPABILITY We provide excellence in non-clinical support services to enhance our Patient-Centered Care model and core principles. My job may seem clinical but together, as a team, we ve created a warm environment. HELP DESK / RECEPTION FOOD & NUTRITION (FRESH COOK & CHILLED) Under a 24/7 managed service, our well trained operators allocate and track jobs to maximise efficiency using task management systems. We maintain detailed and open service management information and use reporting to remain accountable for all tasks. CLEANING SERVICES Whether in a high risk environment (operating theatres/ ward) or public areas, we view the cleaning responsibility with utmost importance. We use robust systems and operational plans to ensure each area of the hospital is maintained to the highest standard and compliant with Infection Control and Environmental Standards. The ISS cleaning teams are all trained in the ISS Cleaning Excellence Program focusing on compliance and how we effectively and efficiently minimise risk for patients, staff and visitors. GROUNDS MAINTENANCE AND PEST CONTROL We recognise that environmental factors such as grounds and gardens have a positive impact on patient outcomes. We work to industry-leading horticultural practices and have adopted this capability on a scheduled or ad-hoc basis. We also offer tailored pest management strategies to suit the local environment and minimise impact. Our Grounds team control garden pests and insects to protect the grounds and always ensure grounds, gardens and paved areas are neat, tidy and visually engaging. We understand how to support patient recovery through catering solutions focusing on nourishment and hydration. Our meal regime is designed to deliver attractive meals that arrive on time, are the correct temperature and meet all special dietary and supplemental requirements. Dietitians and a range of food service specialists are integral to our menu planning and responsive to individual patient needs. Our on-line Menu Management System, Delegate, allows for efficient menu and stock control while keeping accurate and visible cost records. ISS continually obtains patient feedback to improve the way food is offered. WARD SUPPORT SERVICE/PSA Our ward support personnel work unobtrusively and flexibly to address operational demand, giving clinicians priority access to patients. ISS PSAs have access to extensive tools and must complete training and coaching to ensure they are comfortable and capable of engaging and communicating with patients or visitors who may be anxious about their hospital stay. They always maintain confidentiality and in a number of facilities, the ISS team is an integral part of the hospital s Emergency Response team. PLASTER CAST SERVICES Our skilled and patient focused staff provide plastering services for the Emergency Departments at both The Queen Elizabeth and Lyell McEwin Hospitals in South Australia. Furthermore, our plaster technicians also operate in the Outpatient Fracture Clinics, applying relevant plasters as directed and overseen by medical staff. COURIER, WAREHOUSING & DISTRIBUTION This service ranges from the receipt and dispatch of goods, such as clinical equipment, pharmaceuticals, linen and computer equipment. This can be extended to include movement of furniture, equipment and office relocations. We provide clean and soiled linen services, decanting clean linen onto hospital trolleys and delivery to designated locations. We also manage a uniform store where we order and issue nursing staff uniforms. HARD FACILITY MANAGEMENT, TECHNICAL SERVICES, PROJECT MANAGEMENT AND SUPPORT SERVICES ISS offers each hospital service a flexible FM approach, covering a series of key areas: 3 performance based specifications for service delivery, process reviews and benchmarking 3 risk assessment 3 management and business process re-engineering. We effectively manage subcontractors to derive the best value. We have proven systems to support the existing maintenance plans and how we address and resolve issues. WASTE MANAGEMENT We provide a range of waste and recycling services, collecting waste throughout the hospital and manage into segregated streams. We manage over 1,820 tonnes of general waste and recyclables and over 240 tonnes of non-clinical waste per year. 12 ISS Facility Services / Healthcare 13

8 SHOWCASING OUR OPERATIONAL EXPERTISE Our daily proven experience, operational infrastructure and specific industry capability is showcased through the contracts that we manage. Health Services/Hospitals VICTORIA Services Offered No of Beds Cleaning Services St Vincent s Health Australia St Vincent s Private Linen & Laundry Food Service Fresh cook / chilled Grounds Gardens East Melbourne 164 Kew 56 Fitzroy 284 Orderly / Patient Support Hygiene Services Pest Control Werribee 112 Eastern Health Angliss Hospital 150 Box Hill Hospital 400 Peter James Centre 170 Wantirna Hospital 62 Northern Health Broadmeadows Health Services 100 Bundoora Extended Care 120 Craigieburn Health Services N/A The Northern Hospital 400 Royal Women s Hospital Royal Women s Hospital 200 Royal Dental Hospital Royal Dental Hospital N/A Healthscope Bellbird Private Hospital 53 John Fawkner Hospital 147 Knox Private Hospital 359 Holmesglen Private 147 Calvary Health Care Bethlehem Calvary Health Care Bethlehem 32 Function/ Events Health Services/Hospitals NSW/ACT ACT Health - Canberra Hospital Services Offered No of Beds Help Desk Cleaning Services Waste Services Linen & Laundry Grounds Gardens Patient Support Hygiene Services Pest Control Courier / Distribution 750 St George Hospital 886 Waratah Private Hospital* SOUTH AUSTRALIA GP Plus Health Care Centres Western Mental Health St Andrew s Private Hospital SA Health Lyell McEwin Hospital** The Queen Elizabeth Hospital** Maintenance / Security 103 N/A N/A * Provide Hard FM services ** Provide soiled linen collection and uniform services (order/receipt delivery) for all hospital staff ** Provide plaster services to clinics and Emergency Department ** Member of the Emergency Response Team 14 ISS Facility Services / Healthcare 15

9 A SNAPSHOT OF INNOVATIONS TO ADD BEST VALUE We are always open to new ways and look for opportunities to make improvements. We value adaptability and willingness to change. Our innovations focus on improving our Patient-Centred Care principles of collaboration, efficiency, quality and safety. SMART BINS AT CANBERRA HOSPITAL, ACT is a new technology that drives efficiencies in the delivery of waste management. Sensors have been installed into bins across the site. Our management team monitor with real time data how full bins are at any time and roster staff accordingly. Client reporting is also optimised. WASTE TO WATER AT CANBERRA HOSPITAL, ACT The introduction of the FEEDME equipment and ecosafe digester process converts our food waste, via biological micro-organisms, into safe nutrient water. Benefits include: improved safety and sanitation conditions, space saving as collection bins are removed, cost savings in transportation, labour rostering, diverting waste from landfills and also enables cloud based performance monitoring. SONAR LASER ENABLED AUTOMATIC ROBOTIC SCRUBBER AT EASTERN HEALTH, VIC The NAVI660, currently used throughout our Singapore hospitals, is a robotic intellibot floor scrubber, and provides a more precise clean and is able to be used across curved walls and narrow corridors. It carries a first class safety rating, mitigating risk of collision by foot traffic or ward personnel. PATIENT FEEDBACK VIA TABLETS AT NORTHERN HEALTH, VIC Together with our client, ISS has been awarded the IHHC Rosemary Pirie Award for our real-time patient feedback tablet, which has led to improved ward cleanliness and patient satisfaction. Patients provide real-time feedback from their beds, and ISS staff are alerted and visit the patient directly to discuss and rectify any issues. CARPS AND TOP CAT CLEANING AUDITS, ALL HOSPITALS ISS continues to roll out the CARPS task management system which automatically allocates tasks, determining the nearest distribution and patient services resource who is available to perform the task. Once jobs are completed, ISS personnel use mobile devices to record details of location, with the system automatically time stamping the work order. At The Queen Elizabeth Hospital, each month ISS completes and efficiently manages more than 16,000 requests. TopCat is an auditing tool designed to collect, store and report on compliance information against current Australian and International cleaning standards and AS/NZS It is used across our contracts as an audit tool in both general cleaning and specific areas such as theatre cleaning, within cleaning, or bin cleaning within waste management. One of the benefits of using TopCat with CARPS is that both systems have been developed by InControl therefore we have been able to integrate the Top Cat cleaning auditing tool with CARPS. At The Queen Elizabeth Hospital we have increased the average AQL scores by 12.5%. ASSET TRACKING AT THE QUEEN ELIZABETH HOSPITAL, SA We recently implemented the Hard Cat Asset Tracking Program which allows us to find lost assets, barcode all assets to be tracked, understand condition of assets and asset disposal. Our approach, supported by the Hard Cat System, has reduced costs by $106,000 per annum. CLEANING EXCELLENCE AT THE ROYAL WOMEN S HOSPITAL, VIC We introduced our Cleaning Excellence program reducing our environmental footprint significantly. We only use green chemicals and microfibre technologies. DEPROX CLEANING AT ST. GEORGE HOSPITAL, HEALTHSHARE, NSW We have recently implemented the Deprox cleaning system, a regulated vapourisation system for bio-decontaminating enclosed spaces. It is ideal for cleans after infectious patients have been discharged. It reduces environmental contamination and the risk of patient infection, delivering many cost savings, including cleaning time and extended bed occupancy. It has also mitigated uncertainty over how much manual cleaning is required to decontaminate a room. 16 ISS Facility Services / Healthcare 17

10 I am one of the first staff the patient talks to, so it s important to be sensitive to their needs. AWARDS & ACCOLADES I would recommend ISS, based on Transition experience. Score 10/10 Recent Client 2016 p ISS received the Institute of Hospitality in HealthCare (IHHC) Rosemary Pirie Award for our real-time patient feedback tablet, introduced at Northern Health in p ISS has achieved the highest global rating five years in a row by the International Association of Outsourcing Professionals (IAOP). We were also awarded maximum scores in the categories of Customer References, Award and Certification and CSR. p ISS won the Australian HR Award for Best Use of Technology for the myiss Self-Service App in p ISS was recognised and received the Frost & Sullivan Best Practices Award for its achievement in Facilities Management, Competitive Strategy, Innovation and Leadership in p ISS achieves Bronze ranking in the 2017 Dow Jones Sustainability Index. The ranking places ISS in the top 10% of the 44 global companies in the commercial services and suppliers sector. p ISS is recognised, within the top 5-10%, as one of the world s greatest sustainability companies in the RobecoSAM Sustainability Yearbook, ISS Facility Services / Healthcare 19

11 ISS Health Services Level 18/ 485 LaTrobe Street Melbourne Vic 3000 P W au.issworld.com For further information please contact Maria Kucherhan E maria.kucherhan@au.issworld.com P ISS was founded in Copenhagen in 1901 and has had a presence in Australia since 2002, growing to become one of the world s leading Facility Services companies. Our 2017 revenue was over AUD$680 million in Australia and AUD$17.2 billion globally. The secret to our success lies in how we tailor our solutions to client needs, how we manage risk, and how our engaged team of 488,946 employees add the power of the human touch in everything we do.