Overview
Bethlem Royal Hospital is the oldest psychiatric hospital in the world, with a history dating back to 1247. As part of the South London and Maudsley NHS Trust, it provides care for individuals with a wide range of mental health conditions.
The severity of these conditions can vary significantly. Some patients may be experiencing acute episodes of mental illness, such as severe depression, anxiety, or psychosis, which require intensive treatment and support. Others may have complex needs and pose a risk to themselves or others.
The Customer Challenge
South London and Maudsley NHS Trust were seeking a window cleaning contractor who could meet the unique needs of each hospital within the Trust whilst maintaining and enhancing quality and safety. This was no small task, given the diverse environments and specific requirements of each facility.
One of these hospitals included Bethlem Royal Hospital, a psychiatric institution,
accommodating around 300 patients each year. NSS were awarded this contract by our FM client ISS Facility Management.
Given the sensitive nature of the environment at Bethlem Royal Hospital, the window cleaning contractor needed to demonstrate not only technical proficiency but also a deep understanding of the unique challenges associated with working in a psychiatric setting. This included ensuring the
safety and well-being of both patients and staff, maintaining patient privacy, and adhering to strict security protocols.
Services included;
The Solution
With a dedicated regional healthcare team ready, NSS were more than experienced to undertake this contract and hit the ground running. With previous experience in the mental health sector, our operatives are trained to be highly discreet and respectful, minimising any potential disruption to the hospital’s daily operations.
To ensure consistency and familiarity on site, NSS uses the same team for every clean at Bethlem Royal Hospital. This approach helps build a strong understanding of the specific needs and routines of the hospital, fostering a more efficient and effective service.
Our window cleaning team undergoes thorough background checks, including DBS checks, to ensure they are suitable for working in such a sensitive setting. This rigorous vetting process is crucial for maintaining the safety and trust of both patients and staff.
We enhanced our healthcare account management structure by introducing dedicated team leaders who oversee the cleaning process from start to finish.
This includes holding pre-clean meetings to ensure everyone is aligned, conducting post-clean meetings to review the work done, providing daily updates, and carrying out regular contract performance reviews with senior NSS management.
Results
By implementing these measures, NSS successfully met the unique needs of Bethlem Royal Hospital, ensuring high standards of quality and safety. The consistent use of the same team of operatives fostered familiarity and efficiency, while our rigorous background checks and enhanced account management structure ensured that all operations were conducted smoothly and securely.
This comprehensive approach not only met but exceeded the expectations of the South London and Maudsley NHS Trust, reinforcing NSS’s reputation as a reliable and professional service provider in sensitive healthcare environments.
