Method Statements General Services

CONFORMED COPY
Method Statement
General Services
Revision History
Revision Date Reviewer Status
28 March 2007 Project Co Final Version

Method Statement
General Services
Table of Contents
1 Objectives ............................................................................................................................... 3
2 Management Supervision and Organisation Structure ........................................................... 5
3 Work Schedules and Procedures............................................................................................. 8
3.1 Leadership....................................................................................................................... 8
3.2 Staff and Development ................................................................................................. 12
3.3 Policy and Strategy ....................................................................................................... 15
3.4 Quality Assurance......................................................................................................... 19
3.5 Partnerships and Resources........................................................................................... 22
3.6 Work Schedules ............................................................................................................ 25
4 Quality Standards.................................................................................................................. 26
5 Contingency Plans ................................................................................................................ 27
5.1 Staff shortages............................................................................................................... 28
5.2 Equipment breakdown .................................................................................................. 29
5.3 Supply difficulties......................................................................................................... 29
5.4 Major Incident Procedure ............................................................................................. 29
5.5 Major Infrastructure Failure planning........................................................................... 30
Appendix A - Indicative FM Report............................................................................................. 31
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Method Statement
General Services
Objectives
Project Co shall provide an overarching Facilities Management Service that ensures the high
quality, integrated and seamless delivery of the following Services:
• Estates Services
• Grounds and Gardens Maintenance
• Utilities
• Ward Housekeeping
• Helpdesk
• Pest Control
• Waste Management
• Car Parking
• Catering
• Domestic
• Reception
• Portering
• Linen
• Security
• Switchboard
The General Services provision shall incorporate the agreement and implementation of
Project Co policies, procedures and specific protocols to assure the Board that mechanisms
are in place to facilitate the transparency of Project Co’s management of the Service and
shall recognise the Board’s requirement as laid out in the General Services Specification and
listed hereunder.
• Leadership including:
o Management;
o Continuous Improvement;
o Performance Monitoring, and
o Monthly Reporting.
• Staff & Development including:

o Recruitment;
o Training and Induction, and
o Human Resources issues.
• Policy & Strategy including

o Statutory obligations and Law;
o Integration with Board Policies and Operation;
o Health & Safety;
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Method Statement
General Services
o Quality Assurance;
o Environmental Management, and
o Contingency Planning.
• Partnerships & Resources including:

o Liaison;
o Board Representative;
o Equipment, and
o Approved List of Service Providers.
It is agreed between the Parties that the Method Statements shall not apply during the
Transition Periods.
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Method Statement
General Services
2 Management Supervision and Organisation Structure
Key operational interfaces will take place on a number of levels across Project Co’s services:
• The operational Staff working within a specified service will interface on a daily
basis with the Board’s staff and, where appropriate within an agreed framework and
protocol between Project Co and the Board, will take direction from service users.
• Project Co’s Managers and Team Leaders will work with the appropriate
departmental staff within the Board and liaise on a regular basis with the nominated
Board Representative as part of the departmental management process.
• Formal interface will take place between Project Co’s Management Team and the
Board’s nominated representatives. These formal meetings will discuss and review
key operational issues that affect specific departments within the Board as well as
whole hospital issues.
• The Contract Liaison Committee shall meet formally as defined in the Project
Agreement clause 12. (See figure A below)
To enable Project Co to deliver an integrated and seamless services, a Facilities Management

Board (FM Board), will be operated as part of Project Co. This FM Board, chaired by
Project Co’s Contract Director, will include representation from the Board, Project Co and
other service providers as required.
The Main Project Partners

NHS FORTH VALLEY
John Laing
LAING O’ROURKE SERCO HEALTH
Figure A: Contract Liaison Committee
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Method Statement
General Services
The FM Board will comprise of the following members from Project Co:
• Site/Contract Directors of the representative organisations;
• Key operational management; and
• Quality/Risk Managers.
The role of the FM Board will be to review the delivery of services to the Board to provide
an integrated approach to provision of the Services. This will be attained through the
establishment, delivery, management and monitoring of objectives across the provider
organisations.
The FM Board will provide the forum to:

• Communicate and co-ordinate individual service initiatives and developments to enhance
the service delivered and where required agree any project variations required to meet the
changing needs of the Board
• Agree the structure and content of the formal monthly reports, including both internal and
external report
• Review overall service performance and approve the release of monthly monitoring
reports
• Monitor individual and global service performance to identify areas and deadlines for
action/resolution
• Co-ordinate responses to the Board/consortium initiatives
• Anticipate and respond to future Board requirements and service trends and generate
solutions
• Utilise the experience and knowledge of service providers to provide support and
generation of innovation across all services
• Ensure a consistent and approach to risk management issues and systems
• Operate within a consistent model for the management of human resources
• Undertake Quarterly strategic reviews in addition to monthly monitoring
• Review and report on hazards and potential hazards and agree action plans
• Address operational issues
Service Managers as indicated in the Organisation Chart below will support the Contract
Director in achieving the General Service Objectives. This support will be enhanced by the
Regional Compliance/ Assurance Team as required by the Contract Director.
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Method Statement
General Services
Project Co’s Structure for General Services is shown below:
Figure B.
General Services Structure Technology /

IT Manager
Estates
Manager
HSE&Q
Manager
Change
Manager
Contract Team Contract

Security Environmental HR Soft Services
Manager Manager Manager Manager
Director
Regional Compliance / Assurance Team
Front of Central Support Estates

House HR Officer
Customer Manager Manager
Support Manager
Manager H&S Officer
Portering &
Inpatient Team Helpdesk Logistics Maintenance Technical
Team Manager Manager Manager Finance Officers
Portering & Logistics

Security Team Estates / Pest Control / Payroll /
Team Linen Team Grounds & Gardens / Utilities Performance Officer
Customer
Support Waste Team
Manager Business Support
Reception Asset Management Team Team
Team Executive
Departmental Team Chef
Customer Support Car Parks Patient

Team Team Catering Team
Switchboard Commercial
Team Manager
Retail
Front of Catering Team
House Team
Central Support Team
Contract Management Team
*The Estates Manager shall be site based but with wider off-site responsibilities.
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Method Statement
General Services
3 Work Schedules and Procedures
3.1 Leadership
3.1.1 Management
GP01a Project Co shall prior to Service Commencement notify the Board in
writing of their management structure, responsibilities and lines of
communication in respect of the “Services”. During the Operational Term
Project Co shall report any changes to the Board Representative. These
changes shall be in accordance with 27.3 of the Project Agreement.
GP01b Four months prior to the Operational Term, Project Co shall nominate the
three Project Co Representatives that form the Liaison Committee in
accordance with Clause 12.
Project Co shall jointly agree with the Board a procedure to ensure the
regular monthly liaison between Project Co's management team and the
Board Representative occur.
Project Co shall propose a schedule of monthly meetings for agreement by
the Board. The purpose of these meetings shall be as described in Clause
12 of the Project Agreement and Project Co will provide all necessary
reports and information to the Board Representative on the provision of
the “Services”. This information shall be provided to the Board by Project
Co as a series of exception reporting and management information reports
within 5 working days of the meeting.
GP01c Project Co shall introduce systems and controls to safeguard the property,
cash and commodities for all “Services” and ensure appropriate records
are kept and are available for inspection at Project Co’s expense. Project
Co shall ensure that the systems and controls are functional. These
systems and controls shall be monitored and maintained in accordance
with Project Co’s Business Integrity Plan.
GP01d Project Co shall develop a monthly liaison procedure between the Service
Providers, Project Co and nominated Board management representatives.
Project Co shall provide management reports relating to the delivery of
the Services and shall make these available to the Board within 5 working
days of the anniversary of each contract month. Following the issue of this
report Project Co shall meet with the Board on a monthly basis and as
required to discuss Project Co’s performance and issues pertaining to the
Services.
Project Co’s Contract Director shall provide the Board’s representative
with a copy of the liaison procedure and reporting mechanism at least one
month prior to service commencement and these shall be updated
regularly and at least annually
GP01e Project Co shall produce a schedule detailing any changes to the

“Services” or the Method Statement. Project Co shall outline the likely
impact of those changes, the financial implications of the changes, the
impact of the timing of such changes or the Board’s ability to carry out its
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Method Statement
General Services
functions and any other matter which the Board may require according to
the agreed variation procedure, as set out in accordance with 27.3 of the
Project Agreement. Prior to implementation Project Co shall have
received written consent from the Board Representative. These changes
will be reviewed at the monthly meeting.
GP01f Project Co shall provide information to the Board Representative for

contribution to the Board’s internal and external public relations.
GP01g Project Co have in place a process to manage hazards. This process will
be incorporated within the Quality System. Project Co shall notify the
Board Representative, of the details of the hazard, the likely impact
resulting from the hazard and the suggested actions to mitigate the hazards
as part of a formalised reporting process.
Project Co shall also establish a system for the receipt from the Board
Representative of all hazard warnings and safety action bulletin notices
published by the NHS. Project Co shall disseminate the Safety Action
Notices and Hazard Warnings to the appropriate Board Employees,
Service Providers and Staff. The notification shall be made to Board staff
by the use of electronic email which shall be used as the method of
demonstrating that the notification was sent. This system shall be
managed by the Contract Director.
Project Co shall ensure that appropriate action is taken under the scope of
the “Services” and recorded centrally at Project Co’s expense
In respect of disposal of waste generated through the Service provision

this obligation extends beyond the boundaries of the Site to the point of
disposal/recycling/treatment. This shall include where appropriate the
notification to other parties of their obligation(s) as determined within the
Project Agreement and is detailed within the Waste Method Statement.
3.1.2 Continuous Improvement

GP02 Project Co will be committed to continuous improvement and will in
conjunction with the Board agree annual performance ranges for the Key
Performance Indicators. The Contract Director will coordinate this with
involvement from the Service Managers on site.
Continuous improvement will be achieved by a combination of factors,

some of which may provide step changes in performance that are
immediately evident, whilst others will be a more evolutionary process
that will need to be measured over a longer period of time. Factors that
will affect performance will include:
• Technological advances;
• New equipment;
• Changes in our methods of working;
• Changes in the Board’s methods of working;
• Consumer expectation;
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Method Statement
General Services
• Legislation and guidance; and
• NHS initiatives.
Site managers will monitor service achievement against key performance

indicators on a monthly basis.
Project Co’s Helpdesk will be central to ensuring continuous
improvement. It will provide the data against which Project Co can
measure trends in our performance and the factors that affect it. The
Contract Director and senior management team in conjunction with the
operational teams will review performance and implement action plans to
ensure Project Co achieve their improvement targets.
This process will continue throughout the life of the contract. Project Co
will measure the existing services and calibrate these against the
performance parameters and KPI’s within the Service Specific
Specifications
GP03a Project Co shall implement a reporting procedure on a quarterly basis

showing the scores achieved.
GP03b Where the performance is found to fall within the Red Range Project Co
shall identify remedial actions and timescales and submit this to the Board
for discussion. Project Co shall organise and attend a meeting with the
Board Representative within two working weeks.
At the end of the meeting Project Co shall produce an Action Plan as
agreed with the Board Representative. This action plan will be issued
within 5 working days of the meeting.
GP04 Project Co’s Contract Director shall ensure that each Service Manager
implements and monitors any Action Plans relevant to their service as
agreed with the Board Representative in accordance with the agreed
timescales and timetable.
Progress regarding the action plan will be discussed at the next monthly
meeting.
3.1.3 Performance Monitoring

GP05 Four months prior to Operational Term Project Co shall supply the Board
with the Performance Monitoring Programme in the agreed format
Within the programme, Project Co will agree with the Board

Representative how each Performance Parameter will be measured in
accordance with the Board’s Service Level Specifications, how the
information is to be gathered including sample sizes and methods and how
often it will be reported.
GP05b The performance parameters outlined in the Board’s Service Specific

Specifications will form the basis of a structured management information
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Method Statement
General Services
system. Performance monitoring will be a continuous process and will be
undertaken in order to report against the Performance Parameters and
KPI’s stated in the Service Specific Specifications.
Prior to Service Commencement Project Co will draft a detailed

performance monitoring programme to be agreed with the Board. Within
the programme Project Co will agree what is to be measured, how the
information is to be gathered and how often.
The programme will include, but not be limited to, the following types of
Project Co monitoring methods:
- Helpdesk data
- Internal audits
- Surveys
- External reviews
- Benchmarking
- Operational data
Based on the regular reports, Project Co will generate and implement

action plans, strategy reviews, and introduce any necessary change to
methodologies.
The Helpdesk will be the focal point of data collection that will be used to
determine the performance measurement results and the format of the
agreed regular management reports. The reports will be used to identify
current performance and performance trends.
The performance monitoring programme will be reviewed and updated at

least annually.
3.1.4 Monthly Reporting

GP06 Project Co shall supply the Performance Monitoring report to the Board in
the agreed format and quality within 5 Business Days after each Contract
Month end.
The Performance Monitoring Report shall contain the information in

respect of the Contract Month just ended as outlined in the General
Services Specification GP06.
The performance monitoring programme will use the payment mechanism

as the basis of its reporting and will be consistent across all functional
parts for each Service. The report will identify Performance and
Unavailability failures and will subsequently be used to develop an action
plan to remedy identified failures.
The Performance Report will be developed on a Service by Service basis

and will include, but not be limited to, the following:
o the monitoring carried out as well as a summary of the findings;
o a summary of all incidents reported to the Helpdesk;
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Method Statement
General Services
o Service Response Time/Rectification Times and those achieved for
all incidents;
o a summary of all Performance Failures and Unavailability Events;
o the Functional Parts affected;
o the duration of any Performance Failure/Unavailability Events not
rectified on time;
o the relevant volume related data (e.g. energy consumed,
catering/linen units provided etc);
o the deductions to be made;
o any volume related adjustments to be made to the Service
Payment; and
o the number of Service Failure Points (SFP’s) to be awarded
o summary of all Service Requests and Events reported to the
Helpdesk during the Contract Month including allotted target
Service Response Time/Rectification Times where applicable and
those achieved;
o total number of helpdesk calls received per Contract Month;
o number of helpdesk calls answered;
o number of helpdesk calls outside of 15 seconds;
o Functional Area, Functional Unit and or Service in which each
Event has occurred or Service Request posted
o all maintenance (planned and reactive) undertaken in that month;
o details of training of personnel, changes of personnel,
o testing (statutory, PAT, insurance company, legionella, pressure
systems, security systems, telephone systems and fire hydrants)
o a schedule of all items replaced through lifecycle during that
month.
An indicative Performance Monitoring Report is attached at appendix A

and will be the starting point for agreeing the format and content of the
Monthly Performance Report with the Board.
3.2 Staff and Development

GP07 Not Used.
3.2.1 Recruitment
GP08 The Project Co shall comply with all Board Recruitment & Selection
Policies and ensure that all Staff complete a pre-employment health
screening check and obtain satisfactory clearance from a recognised
Occupational Health adviser prior to commencing employment.
GP09 The Project Co will ensure that all Staff employed in roles specified
complete a Disclosure Scotland declaration, details of these Staff will be
issued to the Board Representative in a format that is acceptable to the
Board that does not un duly restrict the Project Co’s ability to engage staff
to meet its obligations under GP07 or contravene Data Protection
legislation. Project Co will issue this to the Board Representative prior to
the Staff commencing work.
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Method Statement
General Services
3.2.2 Training and Induction

GP10a / b Project Co’s Service Managers will ensure that individual training records
are maintained on Project Co training database for each member of Staff
and Board Employee trained by Project Co.
GP11 All Project Co Staff will receive an agreed induction programme and shall
cover those elements listed in Appendix A of the General Services
Specification as a minimum. New Staff will not be allowed to commence
work without first having been trained in Health and Safety and site
specific/job specific requirements. A record of Staff attendance and
comprehension of the training received shall be recorded on the Project
Co Training database. The comprehensive induction programme covering
as a minimum that specified in Appendix A of this General Service
Specification will be compulsory within the first four weeks of
employment. Auditing by Project Co Health and Safety representatives
shall check compliance at departmental level.
Project Co will make available material and/or resource to the Board to

allow them to complete items of their induction programme that are
specific to the Project Co’s responsibilities.
GP12 All new recruits will complete a comprehensive induction training

programme within the first four weeks of employment. Staff will not be
allowed to undertake their duties until they have completed minimum
aspects of the induction programme such as Health and Safety and site
specific/job specific training.
The induction programme will, as a minimum, cover the issues shown in
Appendix A of the General Services Service Level Specification. The list
shown in Appendix A will be modified in agreement with the Board as
appropriate to the staff role.
Any refresher training on the use of plant and equipment deemed to be

necessary for Project Co Employees will be delivered as required.
Project Co will provide support to the Board in carrying out refresher

training where deemed necessary by Project Co
GP13 Project Co will keep its Staff fully informed at all times via their line
manager to allow them to undertake their duties with specific emphasis on
Health and safety
Subject to reasonable notice, Project Co will release its Staff to attend

statutory Board training and will backfill at its own expense to ensure that
the training does not compromise service delivery. Proactive spot safety
checks shall be carried out by management supervisors and staff
representatives at regular intervals to ensure adherence to workplace risk
assessments and safe systems of work.
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Method Statement
General Services
GP14 The training requirements for each member of Staff shall be formally
reviewed by their line manager, either annually or when a change of duties
requires new skills. The requirements of new Staff shall be reviewed on
appointment by the appropriate Manager/Team Leader and all Staff shall
be inducted appropriately.
When a training need is identified the relevant manager, where possible,

incorporates the requirements in his training plan or records of
nominations for future courses. The line manager will organise the
provision of training in accordance with this plan. Training consists of
both on the job training and formal, internal and external training courses.
Project Co will through the appraisal process introduce a training

programme that reflects the training needs of both existing and any new
Staff. This training will be operated via a programme of continuous
professional development through toolbox talks, training events,
information sheets and on the job training.
Each member of Staff will be provided with a training plan developed

under the Knowledge and Skills framework (KSF). This will vary in
scope and complexity but will be appropriate to the needs of the
individual. This will be updated annually following an appraisal with the
employee’s line manager.
GP15 The Project Co will ensure that all Staff are offered immunisation in
accordance with the Board’s Occupational Health Policy and the nature of
their duties.
Project Co will assume that at the time of transfer all existing staff that are
to be transferred have documented that they have been offered or are up to
date with their immunisation status.
3.2.3 Human Resource Issues

GP16a All Staff will, prior to the commencement of their duties, be issued with
appropriate uniforms, work wear and personal protective equipment in
accordance with the Board’s uniform policy. All Staff will wear
identification badges, the design to be agreed with the Board to reflect the
single Board identity and the Patient Plus concept. They will be advised of
the need for professional image and manner at all times in the discharge of
their duties.
GP16b The Project co will adhere to Board Policies, including the Infection
Control Policy and will accordingly follow the appropriate reporting
procedures, as detailed by the Board’s Infection Control for Staff suffering
illness that may compromise the health or safety of Project Co Staff,
Board Employees, patients or visitors. Project Co will also comply with
Board Policy and notification procedures for any Staff recently returned
from oversees travel in countries which the Occupational Health
Department deem to be of high risk, or who may be suffering from a
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Method Statement
General Services
notifyable disease.
GP16c Project Co will undertake annual staff satisfaction surveys in accordance

with the Board’s Service Level Specification we will seek to achieve a
staff satisfaction survey in excess of 90%. The surveys will be undertaken
annually and will be reported to the Board as part the Performance
Monitoring Report for the relevant month.
GP17 The Project Co will have in place a policy for the management of sickness
absence to maintain levels comparable to national standards. A
programme of workshops will be held to update line managers’ awareness
of sickness and absence controls. Project Co will monitor turnover and
sickness absence and operate exit interviews and return to work interviews
to ascertain reason for turnover and absence levels, identifying and
rectifying potential threats to staffing levels in order to maintain service
standards. The information gathered will be shared with the Board on
request.
3.3 Policy and Strategy

3.3.1 Service Requirements
3.3.2 General
GP18 Project Co’s Contract Director will be responsible for ensuring that
Project Co complies with Good Industry Practice and NHS
Requirements including legislation and regulations throughout the life of
the contract as detailed in the General Services Specification. Project Co
will operate a self-monitoring system for each service supported by data
input from the Board. The system will be continuously reviewed and
refined to incorporate changes in:
• Procedures;
• Guidelines;
• Codes of Practice; and
• Legislation
Project Co and the Board will work in partnership to identify and react to
changes in legislation, procedures, guidelines or codes of practice
relating specifically to healthcare and ensuring that joint policies are
aligned and developed together.
Legal compliance will be verified during an annual audit which will be

completed to monitor all assurance systems, business processes health
and safety, environmental, quality, finance and human resources. Project
Co will report on compliance with legal and contractual requirements to
the Board.
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Method Statement
General Services
3.3.3 Integration with Board Policies and
Operation
GP19a Project Co’s Regional Compliance/Assurance Team shall be responsible
for providing electronically the on-site contract teams with information,
guidance and tools to comply with legislation, including health and
safety regulations.
This responsibility extends to providing information on forth-coming

changes in legislation and how these should be dealt with and
incorporated. Changes to statute and prescribed standards will be
communicated through the Contract Director, Health and Safety officer
or representative from the management team.
The communication will be provided formally, in an agreed format, and

will contain an impact assessment prepared and submitted to the Board
Representative.
Compliance will be verified during the Audits contained in the Business
Integrity Plan.
GP19b Method Statements and supporting procedures, etc. will be kept up to

date by the appropriate managers, for example:
• Central Support Services – Central Support Manager
• Customer Support Services – Customer support Manager
• Front of House Services – Front of house Manager
• Asset Management Services – Asset Manager
• General Services – Contract Director
Verification and compliance will be ensured by the Audits contained in

Project Co’s Business Integrity Plan. In addition, sample Audits may be
used if required, these will be conducted by the Board Representative.
At this point Method Statements and any procedure manuals will be
checked to verify that they are complete, up to date and available.
GP20 Prior to the introduction of any changes to working practices or variation

to existing practices, Project Co shall receive approval from the Board’s
Representative.
The Service Level Specifications contained in the Project Agreement

will be the initial reference point, changes to the Project Agreement
including working practices will be initiated from a number of sources
including a Project Co request, A Board request and formal changes as a
result of changes in legislation or the introduction of new legislation. In
addition, changes may be requested as a result of actions arising from the
continuous development programme. In all instances changes will be
agreed with the Board Representative prior to implementation.
GP21 Project Co will, prior to service commencement, agree the timing of

services with the Board’s Representative through the introduction of
service level agreements that will provide each user with a clear
document detailing all services appropriate to their area. The agreements
will cover:
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Method Statement
General Services
• Resources allocated;
• Response times;
• Timings;
• Area service requirements.
These local service level agreements will be produced within a

framework agreed with the Board Representative, and shall be finalised
prior to service commencement. The service level agreements shall be
reviewed on a regular basis or at least once annually and discussed with
the Board Representative prior to any changes being introduced into the
local SLA.
3.3.4 Health and Safety

GP22a & d Project Co will administer its health and safety obligations through the
Assurance / Compliance Team which will support the on site operational
team. A key role within the Assurance/Compliance Team is a NEBOSH
HSEQ Manager (qualified to NEBOSH Diploma level) who will have
responsibility for ensuring all health and safety matters are adhered to
and communicated throughout the organisation.
The HSEQ Manager will ensure that there is a comprehensive and up to

date Health and Safety Manual and that the manual is available and used
by all Staff as appropriate.
GP22b The Contract Director, supported by the HSEQ Manager, will be

responsible for ensuring that the Board Incident Record System (IR1) is
implemented in line with Board policy. Copies Incident Report Forms,
including IR1 forms and RIDDOR forms etc, will forwarded to the
appropriate persons including the Project Co HSEQ Manager and
Contract Director to ensure that appropriate corrective action is carried
out and reported to the Board in line with the required policy and
timescales. Details of the corrective action will be detailed in an action
plan. The action plan will contain all relevant agreed information and
will be agreed with the Board Representative.
Copies of supporting information will be made available to the Board

Representative, as necessary within an agreed timescale, to satisfy
periodic sample audits.
The Contract Director and the management team will be responsible for
ensuring, through regular monitoring, that reporting procedures for
accidents and/or breaches of statutory health and safety obligations are
available, known and understood by all Staff and adhered to. This will
be achieved through comprehensive training. Initial training will be
provided upon induction when new starts commence their employment.
Additional training will also be delivered in line with the annual Training
Plan.
Any H&S breaches will be reported to the Board Representative.
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Method Statement
General Services
Training completion will be verified through Audits, in line with the

Audits outlined in the Business Integrity Plan and annual audits as
necessary.
GP22c Where applicable Project Co will work with the Board in reviewing and
developing its policies, or to develop joint policies and procedures where
appropriate.
Where joint policies are appropriate, these will cover all staff issues and
will assist in achieving a unified employment environment. Project Co
will integrate and reflect the Board’s policies within its policies, most of
which will be project specific covering areas such as:
• Health and Safety;
• Quality Assurance;
• Environmental management;
• Contingency planning.
Policies and procedures will be embedded within operational procedures

for each service area and the in the Quality Assurance Manual.
All policies and procedures will be subject to audit as part of the

Business Integrity Plan.
GP22e Each service Manager will be responsible for ensuring that Staff are
provided with suitable, appropriate and British Standard or EU
equivalent compliant personal protective equipment (PPE) and clothing
appropriate the needs of their role.
The PPE for each role/task is identified in advance when creating the risk
assessments. Verification of compliance with the PPE requirements and
demonstration of provision to Staff will be achieved through the regular
audits included in the Business Integrity Plan. Spot checks will also be
carried out by the Contract Director and the HSEQ Manger to ensure that
Staff are using the PPE supplied.
GP22f The Health and Safety Officer will be responsible for ensuring, through
regular audits, that well-stocked first aid facilities are provided for and
the name of the on duty First Aider is clearly identified. Stock will be
maintained by First Aiders by logging first aid supplies used and by
regular stock checks. First Aiders will submit first aid box supply
requests whenever they find that supplies have fallen below the
minimum holding requirements.
GP22g The Health and Safety Officer or appropriate Manager, for example the
Executive Chef, will maintain and keep up to date electronic site specific
health and safety records and documentation and make these available
for inspection by the Board Representative, the Project Co HSEQ
Manager or external assessors on request. Information which will be
maintained will include information such as: risk assessments in respect
of all of the services; other assessment information such as COSHH
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Method Statement
General Services
assessment; and Method Statements etc.
Where necessary the information will be made available for periodic

audit by the Board Representative.
3.4 Quality Assurance

3.4.1 Quality Assurance
GP23 Project Co shall implement and achieve accreditation to ISO 9001:2000
Quality Management System for the Project, for the aspects of the
Services within 18 months of final phase patient service commencement.
Project Co shall maintain a Quality Management System in accordance
with ISO 9001:2000.
Project Co’s procedure requires that each site has a robust internal and
external audit/inspection schedule as indicated in Part 14 Section 3
(Services Quality Plan) which is agreed and implemented to determine
the level of compliance with the relevant performance indicators, health
and safety legislation and with the Company’s management systems. As
and where necessary corrective action will be recommended to rectify
non-conformances.
The Contract Director will be supported by the HSEQ Manager in
achieving a site specific accreditation to the international standard.
In line with the requirements of the standard, the Quality Management
System shall be designed to requirements of the services specific
specifications and performance measurement system. As such, the
system will ensure that the appropriate records are completed and
maintained for audit purposes by Project co, the Board and external
assessors.
Project Co will allow the Board access to records at all times and a
provide liaison as necessary. In addition, Project co will provide the
Board with such information as it may require in order to fulfill its
obligations to compile NHS Controls Assurance Returns.
Above all the Quality Management System will ensure that management,
supervisors and Staff are trained to achieve the level of understanding of
the required quality system appropriate to their role. The information
gathered will be used to provides an insight into the quality of the
performance being delivered and will allow the Contract Director and the
management team to make informed decisions on how services can be
continuously improved. Improvement shall be tabled and discussed with
the Board Representative prior to implementation.
3.4.2 Environmental Management

GP24/25 Project Co shall implement and achieve accreditation to ISO 14001
Environmental Management System for the Project, for the aspects of
19
Method Statement
General Services
the Services within 18 months of final phase patient service
commencement.
Project Co shall implement and maintain an Environmental Management

System accredited to ISO 14001 in accordance with Part 14 Section 3
(Services Quality Plan). A copy of the certification will be available on
Project Co’s CAFM system “Public” folders.
The Contract Director supported by the Regional Compliance/ Assurance
Team will provide the Environmental Policy and procedures to enable this
and will also monitor their application through the conduct of internal audits
and facilitation of external audits. The Contract Director will assume overall
responsibility for the management of the environment across the contract,
assisted by qualified and competent support from within the company.
The Health and Safety Environmental and Quality Manager in

collaboration with the Environmental Manager shall carry out annual
audits of the facility operations and activities to identify and reduce any
impact on the environment, minimise the use of energy and other
resources and reflect the principles of sustainable development in all our
activities. The Environmental Manager will promote the formation of a
Joint Utility Working Group comprising Estates Service Managers and
Senior Facilities Managers from the Board.
The Environmental Manager shall provide the interface with the Board
in the assessment, reporting and review of energy use of the facilities.
The Contract Director will be responsible ensure that Project Co’s
policies and guiding principles on environmental issues are embedded
within the business through the management systems and awareness of
Staff.
It is incumbent on the Contract Director to ensure that the activities of
Project Co are aligned with its Environmental Policy. Project Co shall
therefore provide Environmental Awareness training to all of its
employees in effort to identify and mitigate any environmental impact as
a result of Project Co’s activities, use of resources, utilities and selection
of materials. Employees will be encouraged to highlight any issues as
they become apparent.
Project Co shall work in partnership with the Board to ensure that any
adverse impact the facility activities have on the environment are
reduced or, where reasonably practicable, eliminated.
Project Co shall review the services from external sources, such as
subcontractors; have a sound understanding of environmental issues.
Products and materials will be purchased from sustainable sources if
available, with an emphasis on using recycled materials whenever possible.
Subcontractors and Suppliers shall be subject to vetting prior to inclusion on
Project Co’s Approved List.
An initial Environmental risk assessment process will be completed by the
team culminating in the development of a prioritised action plan and
appropriate communication to the relevant Staff. Ongoing risk reviews and
20
Method Statement
General Services
regular monitoring of work practices will also take place to ensure that
control measures remain effective and initiatives to improve environmental
performance are identified.
The Health and Safety, Environment and Quality Manager (HSEQ) shall
ensure that Emergency procedures are clearly defined, established and
regularly practised wherever there is a high risk of causing significant
environmental impact. All serious incidents will be reported, recorded and
thoroughly investigated. To ensure compliance with policy and procedures
the HSEQ shall also carry out annual environmental inspections and
monitoring and will provide a report for the consumption and review by
Project Co and the Board.
Lessons learned as a result of investigations into incidents will be
disseminated following these audits within the contract and this action,
along with the sharing of ‘best practice’.
Wherever possible and practicable Project Co will adopt the use of the
following:
• production processes and technologies which utilise resources more
efficiently use less energy (gas, oil, electricity) or water or which
generate less waste or pollution
• The maximum use of resources from sustainable sources
• The minimum use of materials and products from non-renewable
sources
• The use of recycled and environmentally friendly materials and
products
• The use of recycling programmes to minimise the amount of waste
generated
• The use of non-chemical materials for maintenance of soft
landscape areas
• Exclude the use of pesticides.
Project Co will review the service delivery on an annual basis to consider

alternative ways of working that may positively contribute to sustainable
development of the environment. Consideration will be given to:
• Returning used resources
• Recycling used resources
• Re-engineering/Rethinking the way that we do business
• Reusing resources wherever possible
• Redesigning processes/equipment
• Reducing energy and resource use.
The Environmental Manager shall using data from the BMS system and
Estates records, monitor and report on all utility usage to Project Co and
to the Board on a frequency and format to be agreed.
21
Method Statement
General Services
3.4.3 Contingency Planning
GP26 Project Co shall develop, maintain and update each Contract Year
Service specific contingency plans and in addition:
- a fire and evacuation action plan for Project Co areas;
- service specific risk assessment; and
- Utility and other Estates system emergency plans.
The plans will be developed by Project Co’s Contract Director and

Service Managers. Plans will be developed in conjunction with parties
outlined in the General Services Specification.
Project Co shall work with the Board to ensure that the contingency
plans are incorporated into the Board’s Major Emergency Procedures
and Major Infrastructure Response Plan.
Examples of our proposed contingency plans are covered in Section 5 of

this Method Statement and in individual Service Method Statements.
Project Co will cooperate with the Board in the development of incident

plans and for the release of Staff for training and practise of incident
planning.
The Assurance / Compliance Team will support the Contract Director

and the contract team to ensure integrity of the Services will cover all
aspects of health, safety, environmental and quality issues. This
information shall be included in the ISO 9001 and ISO 14001
accreditations which will be obtained for the contract. For the systems,
appropriate training will be provided and undertaken within an agreed
timescale. In addition Investors In People will be implemented within 24
month of final phase patient service commencement and maintained.
Internal and external reviews will be carried out as required and within
timescales to be agreed with the Board’s Representative to validate plans
and ensure continuous improvement.
3.5 Partnerships and Resources

3.5.1 Liaison
GP27 Project Co’s Contract Director and the management team will liaise with
the appropriate Board personnel on a daily, weekly and monthly basis.
The liaison will take place on formal and informal basis as agreed prior
to service commencement.
The Customer Support Managers will liaise with all wards and
departments in undertaking or preparing to undertake action in respect of
works which may impact upon the delivery of the clinical services or
upon the comfort and/or well being Key Customers. The Customer
Support Managers will also be responsible for reviewing the service
22
Method Statement
General Services
level agreements as necessary during the life of the service.
The appropriate Project Co Representatives shall be responsible for

liaising with Board Representatives, such as fire officers, health and
safety advisors, control of infection officers, pharmacists, crime
prevention officers, and external advisors and statutory bodies in respect
of the Services provided. Representatives shall be agreed and tabled in
respect of scheduled and planned meetings. In the case of unplanned or
ad hoc meetings the Contract Director will nominate the most
appropriate Project Co Representative to attend
Where appropriate and to ensure that we provide an integrated approach

with the Board, Project Co will introduce a number of structured liaison
groups covering strategic, operational and specialist areas to ensure that
corporate and local issues are addressed. Project Co will interact with
the Board on strategic and asset issues whilst the proposed liaison groups
will meet at regular intervals – the frequency of these meetings will be
determined according to the role the group is undertaking.
Meetings and liaison shall be documented where appropriate.
The Contract Director will meet with the Board Representative on a

Monthly basis. The agenda for this meeting shall be tabled in advance to
allow both parties to prepare the relevant information from agreed
actions. Verification of the meetings and agreed actions shall be the
Meeting Minutes. The meeting minutes shall be issued in a timely
manner by Project Co after the meeting. Where appropriate, the
Contract Director and the Board Representative will meet more
frequently as mutually agreed.
3.5.2 Board Representative

GP28 From time to time Project Co shall expect to receive, from the Board, a
written list of all persons (each "a Board Representative") employed by
the Board to whom the Board has delegated certain responsibilities and
obligations of the Board under the Service Specific Specifications and
who are authorised by the Board to act upon their behalf in connection
with such functions.
Project Co shall liaise at all times with staff designated as Board

Representatives where works may impact on clinical operations.
3.5.3 Equipment
GP29 Project Co will provide, maintain and replace as necessary all equipment
and consumables required for the delivery of the Services.
For the avoidance of doubt the following equipment and consumables,
but not limited to, are excluded from Project Co’s provision and shall be
23
Method Statement
General Services
provided by the Board:
• hand soaps, toilet rolls, hand towels, disposable paper for clinical
purposes, locker bags and kitchen rolls;
• crockery and cutlery, employee meals, hospitality services and
vending to the Forth Valley Community;
• Board Contractor clinical waste bins and sharps bins;
All equipment used in the delivery of the Services will be in good
working order, carry the correct validation certificate/license and will be
used by a trained operative (where applicable). Equipment lists,
certification/licenses and maintenance records will be held on site.
Procedures for checking, the use and defect reports will be completed.
Training shall be given and Staff monitored by Service Managers for
correct use of equipment.
Project Co shall ensure sufficient stocks of materials and consumables
necessary to provide Project Co Services are available and stored in
areas as agreed with the Board Representative.
Project Co shall clean and disinfect where appropriate Project Co

equipment used for the Services in accordance with the programme
agreed with the Board.
Project Co shall provide PDA/Equivalent capable of transferring both

voice and data across the wireless network. This device shall be referred
to within the Method Statements as ‘PDA or equivalent’ Each handheld
device shall be fitted with an RF Tag to enable Staff location tracking.
Project Co shall ensure that the PDA will communicate with the
Helpdesk to provide the following information as a minimum:
- Work task number
- Response classification
- Callers name
- Callers phone number
- Date task received
- Date to perform
- Fault location
- Fault category
- Work description
For the avoidance of doubt, Project Co will procure where possible all
equipment, materials and consumable goods from NHS approved
suppliers. Specialist suppliers such as catering foods suppliers will be
fully vetted and audited in line with the contract specific ISO 9001:2000
Quality Management System to ensure they comply with all necessary
24
Method Statement
General Services
legislative and best practice requirements. In the event that suppliers are
not on the NHS approved supplier list, Project Co will ensure that they
are part of the Project Co Approved Supplier list.
For the avoidance of doubt, where Project Co are reliant on the Board for
the provision and maintenance of equipment and systems, the Board will
procure and maintain such items in order to enable Project Co to
undertake tasks in accordance with the Service Level Specifications.
Project Co shall provide such equipment and consumables as are
necessary for the provisions of the Service Specific Specifications at
Project Co's cost and shall ensure that such equipment is maintained in
such a manner and replaced from time to time, so as to ensure that the
health and or safety of all Key Customers is at all times safeguarded.
For the avoidance of doubt, the provision of equipment and consumables
shall specifically exclude clinically related equipment such as wheel
chairs and patient movement equipment.
Project Co shall work with the Board ensure that sufficient stocks of
materials and consumables are maintained for the provision of the
Services and that such materials shall be stored in a clean and tidy
manner in areas to be agreed with the Board. The Board will advise
Project Co of any anticipated shortages from the National Distribution
Centre in advance where possible. In this instance Project Co will
operate to the agreed contingency procedures.
Project Co shall have equipment disinfected in accordance with the
programme agreed with the Board Representative prior to service
commencement. The programme will fully comply with the
requirements of the Board’s Infection Control Policy.
3.5.4 Approved List of Service Providers

GP30 Project Co shall ensure, through monitoring, that an Approved List of
Contractors is implemented and maintained by all Service Managers and
all listed providers undergo regular vetting.
The Approved List will include only contractors who have satisfied the
requirements of Project Co’s Sub-contractor and/ or Supplier Evaluation
Process. The process shall consider all aspects of the applicants
performance including but not limited to health and safety system and
performance, quality systems accreditation (if applicable), personnel
resources and competency, financial stability, management and
operational experience and environmental credentials.
3.6 Work Schedules

Prior to service commencement Project Co shall meet with the Board Representatives to
agree the scheduling of services. This information shall be consolidated and issued. The
frequency and timings of all scheduling shall be based around the parameters set out in Part
14, the Service Level Specifications.
25
Method Statement
General Services
4 Quality Standards
Project Co shall ensure that the delivery of the General Services shall meet the requirements
of the Service Specific Specification and associated documents. The delivery shall be
monitored and recorded in accordance with the Performance Parameters and any deviation
from the required standard of service shall be rectified as soon as it becomes apparent.
These will be backed up by Project Co’s Quality Systems.
26
Method Statement
General Services
5 Contingency Plans
Our contingency arrangements will include access to:

• supply difficulties;
• Fuel crisis;
• Equipment breakdown;
• IT failure;
• Loss of utilities, including total power failure;
• Staff shortages;
• Major incident plans;
• Catastrophe planning; and
• Escalation.
Project Co’s Contract Director and the Service Specific Managers will prepare procedures
and contingency plans for all operations. Where necessary, these procedures and plans will
be prepared in co-operation with the Board Representative referring to the Service Level
Specific Specifications.
The outcomes identified in Project Co’s risk assessment, agreed with the Board, will inform
the contingency plans. All outcomes will be rated for severity and likelihood. Project Co will
then prepare plans that will allow the departmental managers to manage the incidence and the
outcomes.
Project Co’s contingency plans will be put in place to cover three main categories which
affect our service delivery:
• People;
• Equipment; and
• Supplies.
In the event that Project Co need to invoke contingency arrangements, the following
areas will be prioritised:
• Communication with the Board, not limited to those within the output specifications,
but including associated disciplines such as Fire Officers and Health & Safety
Advisors;
• Communication to the Board, staff and customers as they are usually more
sympathetic if required changes are known about;
• The consideration of employees;
27
Method Statement
General Services
• Review of work practices, as hire equipment is often not capable of coping with the
numbers or involves extra transport requirements;
• Long-term use of contingency style arrangement could lead to higher staff turnover;
• Understanding that all jobs will take longer;
• What additional equipment they might need; and
• The cost implications including loss of sales, liabilities of contractors, etc.
Project Co’s Contingency plans will feed into the Board’s Major Incidence Procedure and
Major Infrastructure Failure Response Plan.
Project Co’s contingency arrangements will include access to:

• Alternative communications systems;
• Alternative transport arrangements for Project Co Staff; and
• The implementation of Service Specific Contingencies as detailed in the
individual Method Statements.
5.1 Staff shortages

Project Co’s strategy for managing any threats to manpower through illness, resignation and
industrial action will be key to ensuring continuity of service.
Project Co’s approach will be to cover difficulties in the following escalating manner:
• A multi-skilling approach for Staff so that they are flexible enough to be able to perform
a range of duties during service disruption;
• The use of allied appropriately trained Staff within the teams i.e. porters, security and
Receipt & Distribution Staff to act as temporary Staff;
• Use of overtime to those Staff available;
• The use of a team of appropriately trained, retained or bank staff;
• The use of nominated labour agency staff. Due to their unfamiliarity with the site they
would normally work alongside site Staff. Agency staff, as part of their employers’
nomination, will be CRB cleared.
• The bringing to site of Project Co personnel from other operational sites, such as
Wishaw.
In the event of national industrial action, Project Co will initiate a detailed and
comprehensive planning process covering all areas potentially affected. This process would
involve full risk analysis, client consultation and emergency plans.
28
Method Statement
General Services
5.2 Equipment breakdown

Any instances of equipment failure are immediately logged with the Helpdesk. The Estates
Services will then provide a ‘first line’ review and complete a repair where possible.
In the event that a timely repair is not possible, a call will be logged with the appropriate
manufacturer. The Estates Services Department will act as the point of contact.
Whilst all equipment is important, priority will be given to specific areas that are customer
facing or which affect clinical delivery. In these cases, suppliers will provide an emergency
call-out maintenance service.
In the event of a piece of equipment being inoperable and another suitable piece of
equipment not being available on site, then the required access will be made to our
equipment hire suppliers for an alternative.
5.3 Supply difficulties

Project Co will ensure that all stock levels are managed to ensure continuity of service should
manufacturer levels diminish. Should such a circumstance arise that required immediate
action then we will use the buying power of Project Co’s Strategic Sourcing to deliver all
appropriate materials to the hospital.
Project Co recognise that the Board has its own preferred supply route and will develop with
the Board full and extensive knowledge of its preferred suppliers and with work with the
Board to ensure supply relationships are maintained with all such parties.
5.4 Major Incident Procedure
This section covers Project Co’s involvement in the Board’s Major Incident Procedure in
relation to external incidents that may impact on the hospital.
Project Co development and response to Major Emergency Response alert will include:
• Consult with the Board regarding liaison with departments in such planning.
• Ensure that appropriate communication plans are made in relation to the Hospital
Information and Co-ordination Centre.
• Review existing local FM plans, and develop new ones as appropriate.
• Update escalation procedures with the appropriate management information
• Response to calls to the Front of House Manager, Security and Car Parking Team Leader
and off duty Security and Car Parking Officers.
• Ensuring free access to A&E, including detailing of Porters (x 3) with radios as specified.
• Additional staff brought to site, particularly in services key to the incident and its
duration.
29
Method Statement
General Services
• Opening and unlocking of access doors as specified.
• Set up the meeting room adjacent to the Security Control Room as Co-ordination centre.
• Control of all security operations, appropriate liaison and communication with Hospital
Information/Co-ordination Centre and with Police.
5.5 Major Infrastructure Failure planning
In the event of a Major Infrastructure Failure on site, Project Co will have operatives
specifically trained to respond to the on-site emergency. Specific Contingency Plans will be
also be held in certain departments, for example Estates to deal with specific internal
incidents (i.e. loss of water, electricity, etc.).
The Helpdesk Operatives will be issued with comprehensive escalation procedures that deal
with any relevant kind of emergency. These procedures will provide a robust link to the
service team leaders and managers 24 hours per day, via an on-call arrangement that ensures
appropriate support to all the FM services.
Board duty personnel will be familiarised with the Project Co escalation policy and
procedures to ensure that they have an appropriate degree of confidence in our ability to
respond in all circumstances
30
Method Statement
General Services
Appendix A - Indicative FM Report
31
Method Statement
General Services
Indicative FM Report
INDICATIVE
MONTHLY FM REPORT
DECEMBER 2006
Method Statement
General Services
TABLE OF CONTENTS
1 Catering Services ...................................................................................................................................... 3

1.1 Details of Self Monitoring of the Output specifications................................................................... 3
1.2 Results of staff & Restaurant satisfaction surveys............................................................................ 3
1.3 Results of ’S Catering Hygiene Audits............................................................................................. 3
1.4 Summary of compliments/issues in relation to service provision:- .................................................. 3
1.5 Details of Catering Services failures and actions taken to address these failures ............................ 3
1.6 Patient meal details ........................................................................................................................... 3
1.7 Results of patient’s staff surveys ...................................................................................................... 5
1.8 HR. Issues ......................................................................................................................................... 5
1.8.1 Details of staff training............................................................................................................................................... 5
1.8.2 Departmental Issues/News ......................................................................................................................................... 6
1.9 Added Value ..................................................................................................................................... 6
2 Domestic and Residential Services........................................................................................................... 7
2.1 Details of self-monitoring of the output specifications..................................................................... 7
2.1.1 Results of customer satisfaction surveys..................................................................................................................... 7
2.1.2 Summary of compliments/issues in relation to service provision ............................................................................... 7
2.1.3 Results of ’S Domestic Audits - All findings actioned within priority response times. ............................................... 7
2.1.4 Details of Domestic penalty failures and action plan to remedy any service failures................................................ 7
2.2 Summary of service provision .......................................................................................................... 7
2.2.1 Summary of Domestic reactive cleaning requests by type.......................................................................................... 7
2.3 Summary of Additional Domestic cleans undertaken ...................................................................... 8
2.3.1 Details of Domestic staff training: ............................................................................................................................. 9
2.4 Departmental Issues/News................................................................................................................ 9
2.5 Added Value ..................................................................................................................................... 9
3 Portering Services ................................................................................................................................... 10
3.1 Details of self-monitoring of the output specifications................................................................... 10
3.1.1 Results of client satisfaction surveys ........................................................................................................................ 10
3.1.2 Portering Service Score – 99.35%............................................................................................................................ 10
3.2 Summary of Service Provision ....................................................................................................... 10
3.2.1 Summary of reactive requests per ward/department. ............................................................................................... 10
3.2.2 Patient Movement..................................................................................................................................................... 11
3.3 HR. Issues ....................................................................................................................................... 11
3.3.1 Details of staff training for Central Support ............................................................................................................ 11
3.3.2 Departmental Issues/News ....................................................................................................................................... 11
3.3.3 Added Value ............................................................................................................................................................. 11
4 Switchboard Services.............................................................................................................................. 12
4.1.1 Results of staff satisfaction surveys .......................................................................................................................... 12
4.1.2 Details of penalty failures and action plan to remedy any service failures.............................................................. 12
4.1.3 Solution- Action Plan ............................................................................................................................................... 12
4.1.4 Summary of Compliments/Complaints in relation to service provision.................................................................... 12
4.1.5 Operator & system performance report via call logger ........................................................................................... 12
4.1.6 Switchboard calls responded to in December .......................................................................................................... 13
4.1.7 Summary of all calls (24hrs) made from the Residences .......................................................................................... 13
4.1.8 Report on monthly paging system testing – see appendix 3...................................................................................... 13
4.1.9 Summary of staff pagers – See appendix 4 ............................................................................................................... 13
4.1.10 Summary of telephone directory amendments – .................................................................................................. 13
4.2 HR Issues ........................................................................................................................................ 14
4.2.1 Details of staff training............................................................................................................................................. 14
4.2.2 Departmental Issues/News ....................................................................................................................................... 14
4.2.3 Added Value ............................................................................................................................................................. 14
5 Security Services..................................................................................................................................... 15
5.1.1 Results of client satisfaction surveys ........................................................................................................................ 15
Method Statement
General Services
5.1.2 Details of penalty failures and action plan to remedy any service Failures............................................................. 15
5.1.3 Summary of compliments/issues in relation to service provision – .......................................................................... 15
5.1.4 Incidents of note ....................................................................................................................................................... 15
5.2 HR. Issues – None........................................................................................................................... 16
5.3 Details of staff training for Security ............................................................................................... 16
5.4 Departmental Issues - None ............................................................................................................ 16
5.5 Added Value ................................................................................................................................... 16
6 Helpdesk Services................................................................................................................................... 17
6.1 Summary report, which details the breakdown of calls by category. ............................................. 17
6.2 Results of Client Satisfaction Survey ............................................................................................. 17
6.3 Summary of compliments/issues in relation to service provision .................................................. 18
6.4 Department Issues /News................................................................................................................ 18
7 Linen Services......................................................................................................................................... 19
7.1.1 Client satisfaction surveys ........................................................................................................................................ 19
7.1.2 Details of penalty failures and action plan to remedy any service failures.............................................................. 19
7.1.2 Summary of compliments/issues in relation to service provision. ............................................................................ 19
7.2 Summary of service provision ........................................................................................................ 19
7.2.1 Summary of staff uniform issue. ............................................................................................................................... 19
7.2.2 Results of stock counts.............................................................................................................................................. 20
7.2.3 Summary of personal items laundered per month. ................................................................................................... 20
7.3 HR.Issues ........................................................................................................................................ 20
7.3.1 Details of staff training for Linen ............................................................................................................................. 20
7.4 Department Issues/News................................................................................................................. 20
7.5 Added Value ................................................................................................................................... 20
8 Waste Management................................................................................................................................. 21
8.1 Details of Domestic and Clinical Waste and no. of consignment notes ......................................... 21
8.2 Compliments/Issues summary ........................................................................................................ 21
8.3 A summary of compliments/issues made across all services.......................................................... 22
9 Incident Reporting .................................................................................................................................. 23
9.1 Details of all incidents to the public & FM service provider employees & sub contractors (making
use of IR1 form)......................................................................................................................................... 23
10 HR Issues – Summary......................................................................................................................... 25
10.1 Staff Sickness contract wide ........................................................................................................... 25
11 Estates Services................................................................................................................................... 26
11.1 Details of self monitoring of the output specifications................................................................... 26
11.1.1 Results of client satisfaction surveys.................................................................................................................... 26
11.1.2 Details of penalty failures and action plan to remedy any service failures. ........................................................ 26
11.1.3 Summary of compliments/issues in relation to service provision ........................................................................ 26
11.2 Summary of service provision ........................................................................................................ 26
11.2.1 Summary of Estates Planned & Reactive Tasks................................................................................................... 26
11.2.2 Total number of callouts per month..................................................................................................................... 29
11.2.3 Breakdown of call outs per department - See Appendix 5 ................................................................................... 29
11.2.4 Progress report on energy consumption.............................................................................................................. 29
11.3 Summary of pest control/window cleaning/ grounds ..................................................................... 32
11.3.1 Inspections ........................................................................................................................................................... 32
11.3.2 Summary of Contingency testing ......................................................................................................................... 33
11.3.3 Summary of permits to work issued ..................................................................................................................... 34
11.3.4 Summary of Repairs (based on no. of job lines) .................................................................................................. 34
11.3.5 Summary of Blockages, Leaks & Overflows, Lift Breakdowns And SAN/Hazard Notice .................................... 35
11.4 HR Issue.......................................................................................................................................... 35
11.4.1 Details of staff training ........................................................................................................................................ 35
11.5 Departmental Issues/news............................................................................................................... 37
11.6 Added Value ................................................................................................................................... 37
Method Statement
General Services
1 Catering Services
1.1 Details of Self Monitoring of the Output specifications
1.2 Results of staff & Restaurant satisfaction surveys

Awaiting on
1.3 Results of ’S Catering Hygiene Audits

Audit ~
1.4 Summary of compliments/issues in relation to service provision:-

581712 :- Domestic member of staff complained that there was nut covered shortcake for sale which was
displayed in the same tray as chocolate covered shortcake, domestic was allergic to nuts & was concerned
that this practice as she has already brought this to the attention of the Catering Staff.
1.5 Details of Catering Services failures and actions taken to address

these failures
Catering Service Score – 99.69%
The following element scores fell below 95%
Ad-hoc requirements delivery time 87.50 %
Contributing Factors
High demand during peak times
Actions Taken
Catering Dept send a detailed copy of failures to the Board Representative on a monthly basis.
1.6 Patient meal details

Method Statement
General Services
Numbers and types of meals served.

Types of Meals Served
18000 Fig 1
16000
14000
12000
10000
8000
6000
4000
2000
0 Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec
Breakf asts 15744 14373 16247 15665 16301 15664 16068 15957 15444 16311 15888 15663
Lunches 16095 14692 16633 16014 16563 16094 16401 16342 15860 16722 16213 15927
Suppers 15757 14372 16246 15676 16215 15754 16043 15953 15466 16355 15884 15630
Additional Meals 2301 2221 2709 2021 2618 2432 2686 3092 2688 2937 2955 3813
No of Meals Served
Fig 2
60000
50000
40000
30000
20000
10000
Standard patient meals 49408 45222 51195 48832 51075 49186 50360 50563 48647 51534 50339 50460
Supplement 176 230 365 214 325 381 374 227 268 297 233 187
Special Diet 311 194 262 314 263 365 464 544 514 458 364 386
Ethnic 2 12 13 16 34 12 0 10 29 36 4 0
Method Statement
General Services
Catering Reactive Tasks
Fig 3
1000
500
0
Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec
Cutlery/Crockery 63 54 67 60 50 39 48 32 32 34 39 37
Hospitality 66 88 95 79 113 116 42 64 70 98 103 73
Meals 746 715 805 644 701 660 672 611 602 609 696 635
Ward Provisions 118 82 46 73 80 67 73 60 47 50 44 54
1.7 Results of patient’s staff surveys
1.3 Details of Hospitality

1.3.1 Details of hospitality per department & costs – also see appendix 1
Hospitality Costs
1400
1200
1000
800
Fig 4
600
400
200
0
Spend exc. VAT 930 1145 540 433 592 1194 607 544 857 861 1186 1088
1.8 HR. Issues

1.8.1 Details of staff training
None
Method Statement
General Services
1.8.2 Departmental Issues/News

• Cutlery not being returned to Catering Dept – discussions ongoing with
• Ad-hoc meal requests very high – discussions to be held with
1.9 Added Value

• Coffee Machine being supplied to Endoscopy Dept Day Surgery
Method Statement
General Services
2 Domestic and Residential Services
2.1 Details of self-monitoring of the output specifications

2.1.1 Results of customer satisfaction surveys
Awaiting information from on joint approach.
2.1.2 Summary of compliments/issues in relation to service provision

None
2.1.3 Results of ’S Domestic Audits - All findings actioned within priority

response times.
2.1.4 Details of Domestic penalty failures and action plan to remedy any service
failures.
Domestic Service Consolidated score –97.31%
Area scores details are: - Area 1 – 97.31%
Area 2 – 97.87%
Area 3 – 97.76%
Details of Element scores, which fell below 95 %
Area 1
Clinical Floor Maintenance - 94.50%
11 fails out of 60 planned tasks
Clinical Sanitary Ware - 94.17%

Clinical Furniture, Fixing’s Fittings – 94.53%

1 Emptying Waste fail out of 60 planned tasks
15 Horizontal fails out of 93 planned tasks
6 Vertical fails out of 68 planned tasks
Area 3
Clinical Floor Maintenance – 94.50%
Clinical Furniture, Fixings, & Fittings – 91.63%

8 Emptying of Waste Disposables fails out of 69 planned tasks
13 Horizontal fails out of 75 planned tasks
3 Vertical Surfaces out of 63 planned tasks
ALL FAILURES WERE ADDRESSED IMMEDIATELY AT TIME OF AUDITS. REACTIVE JOBS WERE
RAISED AND COMPLETED WITHIN PRIORITY TIMESCALES
2.2 Summary of service provision
2.2.1 Summary of Domestic reactive cleaning requests by type

2.3
0
50
100
150
200
250
300
350
400
Cleaning Horizontal Surfaces C
Fig 6
Cleaning Horizontal Surfaces HRC
Cleaning Horizontal Surfaces NC
Cleaning Vertical Surfaces C
Cleaning Vertical Surfaces HRC
0
5
10
15
20
25
30
35
40
No of tasks
Cleaning Vertical Surfaces NC
Deep Cleans
8
Emptying Waste Receptacles C
Jan
Emptying Waste Receptacles HRC
Emptying Waste Receptacles NC
14
Feb
Floors Body Fluid Spillage C
Floors Body Fluid Spillage HRC
8
Floors Body Fluid Spillage NC
Mar
Floors C
Floors HRC
34
Apr
Floors NC
Follow Up Clean C
Follow Up Clean HRC
8
Follow Up Clean NC
Fig 5
Replace Curtains
7
Sanitary Furniture - Body Fluid - C
General Services
Sanitary Furniture - Body Fluid - NC

Method Statement
Reactive Tasks by Type
Sanitary Ware C
7
Sanitary Ware HRC
Sanitary Ware NC
Spillage C
3
Spillage HRC
Spillage NC
6
Wall Wash Programme C
Wall Wash Programme NC
Wall Wash Programme HRC
4
May June July Aug Sept Oct
Domestic Required
Adverse weather attendance required
3
Summary of Additional Domestic cleans undertaken
2
Nov Dec
Oct
Apr
Jan
July
Mar
Aug
Feb
Nov
Dec
May
June
Sept
Method Statement
General Services
Number of Additional Domestic Cleans Undertaken
Fig 20
8
7
6
5
4
3
2
1
0
Jan
Mar
May
July
Sept
Nov
Compliments 3 2 1 7 3 8 5 8 4 7 6 1
Issues 2 5 1 5 3 0 1 0 3 1 3 1
2.4 HR. Issues - None

2.3.1 Details of Domestic staff training:
No training carried out in December
2.4 Departmental Issues/News
• Approximately 300 Maternity follow up cleans per month not being put through archibus by staff
2.5 Added Value

On average Serco are requested to clean & defrost Ward based fridges/freezers on a monthly basis.
Out of hours Curtain Hanging is being carried out on a regular basis
H.A.I 2006 Serco are working in partnership with to provide data to enable to complete H.A.I database on a
monthly basis.
Method Statement
General Services
3 Portering Services

3.1.1 Results of client satisfaction surveys
Awaiting additional information from on joint approach.
3.1.2 Portering Service Score – 99.35%

Details of penalty failures and action plan to remedy any service failures
No Element Scores Fell Below 95%
Summary of compliments/issues in relation to service provision
3.2 Summary of Service Provision

3.2.1 Summary of reactive requests per ward/department.
Porters Reactive Tasks by Type
(Excluding Patient Movement)
Fig 7
800
700
Jan
600
Feb
500 Mar
400 Apr
300 May
Jun
200
July
100
Aug
0 Sept
t
D ast ent
e n lift
gs
re
t
ss il
Oct
ui on
a r lo e s
Fu ent
te s
ov n
en
ch Spe plif
t ie Me Ma
as m
e
itu
um Up
ac in
Eq tati
Ph t Be ag
r M cim
em
W em
pm
W For
U
m ng
rn
Nov
oc e
al o v
y
lin d M
Dec
ai
Be
n
ic
Pa
el
he
C
W
Method Statement
General Services
3.2.2 Patient Movement

Fig 8
7000
6000
5000
4000
3000
2000
1000
Reactive Tasks 6200 5557 6239 5721 6078 4247 4312 4419 5965 6026 5853 5264
Planned Tasks 125 50 49 46 45 44 149 124 101 94 154 132
3.3 HR. Issues
3.3.1 Details of staff training for Central Support

o Fire awareness training. Manual handling training
3.3.3 Added Value
A designated porter has been assigned to Accident & Emergency Department and Theatre
Method Statement
General Services
4 Switchboard Services
4.1.1 Results of staff satisfaction surveys

4.1.2 Details of penalty failures and action plan to remedy any service failures.
Service score ~ 99.23%
Element scores that fell below 95%
Call Handling ~ 93.88%
Issues
10 Issues for Nov 06 (to be discussed at Operational Review Group Meeting)

Ongoing ~extremely poor response to Emergency Team call out at 11:00 each day - staff require to
be reminded to respond
Ongoing ~staff not using Internal Directory
Ongoing ~wards constantly contacting switchboard requesting internal extension numbers, duty doctor and
page number
4.1.3 Solution- Action Plan

Issues to be discussed at the Soft FM
4.1.4 Summary of Compliments/Complaints in relation to service provision

None
4.1.5 Operator & system performance report via call logger
Operator Responses
Fig 9
40000
35000 Total Calls Answered
30000
25000 within 15
20000 within 15 - 30
15000
10000 30 plus
5000
unanswered
0
5pm - 12pm
8am - 5pm
5pm - 12pm
12pm - 8am
12pm - 8am
(Weekdays)
(Weekdays)
(Weekdays)
8am - 5pm
(Wkend)
(Wkend)
(Wkend)
Method Statement
General Services
4.1.6 Switchboard calls responded to in December

Fig 10
30 seconds
plus
Within 15 -30 3% Calls
seconds unansw ered
11% 3%
Within 15
seconds
83%
Within 15 seconds
Within 15 -30 seconds
30 seconds plus
Calls unanswered
4.1.7 Summary of all calls (24hrs) made from the Residences
Calls made from Residences
Fig 11
2500
2000
1500
1000
500
0
Jan
Feb
Mar
May
Apr
Jun
July
Aug
Sep
Oct
Nov
Dec
Jan Feb Mar Apr May Jun July Aug Sep Oct Nov Dec
No of Calls/24hrs 1705 1748 1799 1781 2106 1937 2253 1851 2174 1810 1867 1757
Associated costs £0.00 672.3 729.3 735.1 619.1 762.8 727.8 586.1 653.6 1267 633.1 595.7 694.1
4.1.8 Report on monthly paging system testing – see appendix 3

4.1.9 Summary of staff pagers – See appendix 4
4.1.10 Summary of telephone directory amendments –
23 Amendments
Method Statement
General Services
4.2 HR Issues
None

Emergency call out test – page holders do not call helpdesk to confirm they have received the page.
4.2.3 Added Value

Connecting callers who telephone switchboard instead of using internal directory.
Method Statement
General Services
5 Security Services

5.1.2 Details of penalty failures and action plan to remedy any service Failures.
Service Score 99.68%
5.1.3 Summary of compliments/issues in relation to service provision –

576057: - Sister Scoular complimented security officer George McCaskey on way he dealt with unruly female
who was refusing to leave the department.
Incident responses
Fig 12
250
200
150
100
50
0 Jan Feb Mar Apr May Jun July Aug Sep Oct Nov Dec
Theft 2 0 0 0 1 3 1 1 0 0 1 0
Disorder, Physical/Verbal abuse 12 12 16 13 20 23 29 12 22 14 6 17
Vandalism 0 0 0 1 0 0 1 0 1 0 0 0
Missing persons 4 2 4 1 4 5 1 6 3 3 5 5
Lost/Found 2 6 3 3 1 1 3 3 5 3 6 3
Collisions 1 0 1 0 2 1 1 2 0 1 0 0
Wanderers 4 0 0 0 4 0 0 4 0 1 0 0
Parking 5 8 4 3 2 23 12 20 34 22 92 206
5.1.4 Incidents of note

Swipe Access at The Education Suite External door has been out of service since 19th December 2006, PMS
Fails have been recorded in December’s PMS Report.
Method Statement
General Services
5.2 HR. Issues – None
5.3 Details of staff training for Security

Security staff receiving Fire training
5.4 Departmental Issues - None
5.5 Added Value
Fig 12A
120
100
Jan
Feb
80 Mar
Apr
May
June
60
July
Aug
Sept
40
Oct
Nov
Dec
20
0
Medical Helicopter blood fridge
Patient Escorts Miscellaneous
Records Landings alarms
Jan 77 77 0 0 2
Feb 68 78 0 4 0
Mar 59 72 0 20 0
Apr 57 79 1 30 0
May 60 73 0 11 6
June 61 98 0 17 7
July 60 70 0 22 3
Aug 43 55 0 20 0
Sept 60 90 0 26 0
Oct 22 68 0 0 25
Nov 66 45 0 14 2
Dec 56 106 0 20 0
Method Statement
General Services
6 Helpdesk Services
6.1 Summary report, which details the breakdown of calls by category.
Helpdesk calls split by service
Fig 13
1000
800
600
400
200
0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
CATERING 930 885 946 796 894 839 787 736 715 757 843 762
ESTATES 756 786 832 703 802 807 797 883 728 779 786 638
DOMESTIC 333 331 287 280 450 531 552 553 633 621 580 456
LINEN 28 37 30 49 33 30 22 28 30 38 49 35
SECURITY 38 55 41 33 32 58 43 25 34 36 16 25
Portering reactive tasks
Fig 14
6400
6200
6000
5800
5600
5400
5200
5000
4800
4600
Portering 6200 5557 6239 5721 6078 5705 5771 5956 5965 6026 5853 5264
6.2 Results of Client Satisfaction Survey

Method Statement
General Services
6.3 Summary of compliments/issues in relation to service provision

No compliments/complaints received
6.4 Department Issues /News

• None
Method Statement
General Services
7 Linen Services

7.1.1 Client satisfaction surveys
• Service Score 100%.
7.1.2 Summary of compliments/issues in relation to service provision.

None reported.

7.2.1 Summary of staff uniform issue.
Total number of fittings/alterations/items ordered
Fig 15
800
600
400
200
0
No. of Items ordered in month 120 112 259 64 215 227 112 185 204 113 124 20
No. of items altered 62 44 259 84 89 103 52 83 98 53 67 20
No. of fittings 54 41 83 30 74 77 41 62 73 39 38 18
Method Statement
General Services
7.2.2 Results of stock counts
Uniforms – stock count totals
Fig 16
300
250
200
150
100
50
0
Jan Feb Mar Apr May Jun July Aug Sept

Oct Nov Dec
7.2.3 Summary of personal items laundered per month.
Number of personal items laundered
Fig 17
1500
1000
500
0
Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec
No. of Personal Items 830 388 963 880 1205 925 640 676 861 942 1037 958
Laundered
7.3 HR.Issues
7.3.1 Details of staff training for Linen
None
7.4 Department Issues/News

Dept still experiencing shortage of curtains/screens have been informed.
7.5 Added Value

None
Method Statement
General Services
8 Waste Management
8.1 Details of Domestic and Clinical Waste and no. of consignment notes
Domestic and Clinical Waste
Fig 18
60
50
40
30
20
10
0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Domestic Waste (tonnes) 49.05 45.31 46.17 45.64 43.00 40.34 41.51 35.59 49.47 43.98 50.65 47
Clinical Waste (tonnes) 25.66 23.22 27.78 26.78 28.40 26.29 27.02 26.95 24.71 28.95 28.32 28
Number of consignment notes
Fig 19
400
300
200
100
0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
C.N - Human tissue, 331 321 335 341 339 318 319 324 308 327 310 316
placenta, lab
C.N - Special 11 9 12 11 10 13 9 11 13 12 14 9
cyto.pharmacutical
8.2 Compliments/Issues summary

Method Statement
General Services
8.3 A summary of compliments/issues made across all services.
Compliments and Issues across all services
Fig 20
8
7
6
5
4
3
2
1
0
Jan
Mar
May
July
Sept
Nov
Compliments 3 2 1 7 3 8 5 8 4 7 6 1
Issues 2 5 1 5 3 0 1 0 3 1 3 1
N.B. Details of above are provided in each service.

Method Statement
General Services
9 Incident Reporting
9.1 Details of all incidents to the public & FM service provider employees
& sub contractors (making use of IR1 form)
Fig 21
18
16
14
12
10
0 Lost Personal Near Hazard N/stick Trapped Clinical

RIDDOR Fire Viol/Aggr Other
Time Accident Miss Cards Incidents in Lift Waste
Jan 1 0 4 2 2 4 0 1 0 2 5
Feb 0 0 4 0 4 7 0 1 0 4 3
Mar 1 2 6 3 12 9 0 1 1 2 0
April 0 0 3 2 4 2 0 0 0 0 1
May 0 0 5 1 13 7 0 3 0 4 3
June 0 0 9 2 6 9 0 5 0 0 2
July 0 0 3 1 2 8 0 8 1 0 0
Aug 0 0 1 0 3 4 0 1 0 0 5
Sept 0 0 1 0 16 6 0 1 0 0 1
Oct 0 0 2 0 5 2 0 1 0 1 1
Nov 0 1 1 1 3 2 1 1 0 0 1
Dec 0 0 1 0 3 7 1 1 0 0 1
Method Statement
General Services
IR1 Incidents
1Riddor Nil
2Lost Time Nil
Domestic Assistant, Ward 2 grazed shoulder on

shelf when straightening up after cleaning skirting
3Personal Accident board
4Hazard Card Tear in carpet
5Hazard Card Metal edging off stair tread
Nut shortcake on sale on same tray as normal

6Hazard Card shortcake ( nut allergy hazard)
Fire Alarm Activated: Ward 23 Pantry fumes burnt

7Fire toast
8Fire Fire Alarm Activated: Central Level 0 Lift 7
Fire Alarm Activated: north Block Level 2 Sector 1,

9Fire Parent Toilet - steam from shower
Fire Alarm Activated: South Block Level 2 Sector 4
Day Surgery staff sitting room fumes from burnt
10Fire toast
Fire Alarm Activated: West Block Level 1 Sector 1

11Fire Ward 5 BGU broken by patient
Fire Alarm Activated: West Block Level 1 Sector 2

12Fire Ward 6 toilet fumes from area freshener
Fire Alarm Activated: Ward 23 Pantry fumes burnt

13Fire toast
Domestic Assistant: Ward 16 - moving tube lying on
table had diabetic needle attached resulting prick to
14Needlestick thumb
Serco Employee: verbal abuse restaurant (under

15Violence & Aggression investigation)
16Trapped in lift Nil
17Clinical Waste Nil
ACCU: Nurse slipped on wet floor (no injury

18Others sustained) incident under investigation
Method Statement
General Services
10 HR Issues – Summary
10.1 Staff Sickness contract wide
Fig 21A
5 Tot al average
sickness
Jan- Feb- M ar- A pr- M ay- Jun- Jul- A ug- Sep- Oct - Nov- Dec-
06 06 06 06 06 06 06 06 06 06 06 06
Tot al average sickness 8.35 6.17 7 4.67 5.07 6.4 5.77 3.87 4.31 4.27 5.06 4.63
Method Statement
General Services
11 Estates Services
11.1 Details of self monitoring of the output specifications

PMS Service Score 99.42%
No Element scores fell below 95%
Summary of Failures
• 0 Reactive Task Failures

• 4 PPM Task Failures
External doors at Ronald Miller Suite are unable to be secured due to faulty release mechanism. Awaiting
delivery of replacement unit.
11.1.3 Summary of compliments/issues in relation to service provision
11.2.1 Summary of Estates Planned & Reactive Tasks

Fig 22
1000
900
800
700
600
500
400
300
200
100
0
Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec
Reactive Tasks 550 582 634 522 609 618 635 673 483 600 624 512
Planned Tasks 654 690 928 720 591 730 705 626 756 619 614 700
First Line Maintenance (Grp 2,3 and 137 141 147 112 132 135 127 148 136 99 110 69
4)
Sanitary Ware (Reactive Tasks)* 102 107 93 81 75 81 75 96 82 112 123 97
GROUNDS
GENERATOR
GAS NATURAL
GAS INDUSTRIAL
FURNITURE
FLOORING
FIRE EXTINGUISHER
FIRE ALARMSYSTEM
FENCING EXTERNAL
EXTERNAL SIGNS
EXTERNAL FURNITURE
EXTRACT FAN
EQUANOX
ELECTRIC VEHICLE
EMERGENCY LIGHT
ELECTRIC COOKER
DRAINS
Summary of reactive jobs by SLA Task
DOOR INTERNAL R
DOOR FIRE
DOOR EXTERNAL
DISTRIBUTION BOARD
DISHWASHER
DENTAL
DAMPNESS INTERNAL
CURTAINS/RAIL
CWS
COOLING PODS
COOKER
COMPRESSOR
COMP BOOSTER
Method Statement
COMBI STEAM
General Services
COLDROOM
CLINICAL VENT CLEAN
CISTERN/TANK
Fig 23
CHP
CIRCUIT BREAKER
CHILLER PLANT
CHILLED DISLPAY
CH BOILER
CEILINGS
CENTRAL BATTERY
CCTV
CATERING EQUIPMENT
CATERING EQUIPMENT
CAR PARKS
CAL STATION
BOILER
BMS ALARMS
BLINDS
BLAST CHILL
BIDET
BED PAN DISPOSAL UNIT
BED
BATTERY CHARGER
BATH
BACKWASH
BABY TAGGING
AVSU
AUTOCLAVE
AUTO DOORS
ASSISTED BATH
APPLIANCES MECHANICAL
APPLIANCES ELECTRICAL
AIR CONDITIONING
AHU
AGSS
ACCESS
UNKNOWN
120
100
80
60
40
20
0
X-RAY VIEWING
WINDOWINTERNAL
WINDOWEXTERNAL
WATER LEAK
WATER HOT
WATER FILTER
WATER DEIONISED
WATER COLD
WATER
WALLS
VEHICLES
TV AERIAL SYSTEM
THEATRE TABLE MECHAICAL
TROLLEY
TELECOMMUNICATIONS
SURGEONS PANEL
STERILISERS
SHELVING FIXED
SOCKET OUTLET
SMELL
SHUTTER
SHELVING MECHANICAL
SHELVING FIXED
SEWAGE BREAKDOWN
SECURITY SYSTEMS
SANITARY WARE R
REFRIGERATION
ROOFS EXTERNAL
ROADS/PATHS
PUMPS
PRESSURE SYSTEMS
Method Statement
PRESSURE COOKERS
General Services
POWER FAILURE
PNEUMATIC TUBE SYSTEM
PLUMBING SERVICES
PEST CONTROL INTERNAL
PEST CONTROL R
Fig 23
PAT TESETING REQUIRED/OUT OF

PAGING SYSTEM
NURSE CALL SYSTEM
NO GAS
NO ELECTRICITY
MOTORS
MEDICAL GAS SYSTEM
MAIN DISTRIBUTION BOARD
LOSS OF POWER
LOCKS
LOCKER
LOCAL DISRIBUTION BOARD
LIGHT THEATRE
LIGHT NOT WORKING (SINGLE)
LIGHT NOT WORKING (NUMEROUS)
LIGHT EXTERNAL
LIGHT EMERGENCY
LIGHT BED
LIGHT SHADE
LIFT HYDRAULIC
LIFTS PASSENGER
JOINERY
IT NETWORK
INTERCOM
ICE MACHINE
HYDRO POOL
HYDROBOIL R
HVAC
HV/LV TRANSFORMERS
HUMIDITY
HOT WATER
HOIST PATIENT
HEATING
140
120
100
80
60
40
20
0
Method Statement
General Services
11.2.2 Total number of callouts per month

Fig 23 A
80
60
40
20
0
Jan Feb Mar Apr May June Jul Aug Sep Oct Nov Dec
Total 37 48 41 36 35 32 58 58 37 37 31 42
11.2.3 Breakdown of call outs per department - See Appendix

5
11.2.4 Progress report on energy consumption

Fig 24
800000
700000
600000
500000
400000
300000
200000
100000
0
Jan-06 Feb- M ar- Apr- M ay- Jun-06 Jul-06 Aug- Sep- Oct-06 Nov- Dec-
06 06 06 06 06 06 06 06
Feb- M ar- Apr- M ay- Aug- Sep- Nov- Dec-

Jan-06 Jun-06 Jul-06 Oct-06
06 06 06 06 06 06 06 06
Summary of Elect ricit y Consumption kw 744900 545600 630900 611600 601800 543700 589500 639700 527600 553300 635300 578900
Method Statement
General Services
Fig 25
250000
200000
150000
100000
50000
0
Jan- 06 Feb-06 Mar -06 Apr -06 May-06 Jun-06 Jul-06 Aug-06 Sep-06 Oct -06 Nov-06 Dec-06
Summar y of Gas Consumpt ion 200163 201239 227806 194719 156346 139966 134325 135965 119485 164776 177676 197186
Fig 26
9000
8500
8000
7500
7000
6500 Jan- Feb- Mar- Apr- May- Jun- Aug- Sep- Oct- Nov- Dec-
Jul-06
06 06 06 06 06 06 06 06 06 06 06
Summary of Water Consumption m3 7970 7366 8224 7991 7760 7689 7758 8451 7221 8616 8244 7668
Method Statement
General Services
Details of Back Flush Discharge
Fig 26a
1200
1000
800
m3 600
400
200
0
Jan- Feb- Mar- Apr- May- Jun- Aug- Sep- Oct- Nov- Dec-
Jul-06
06 06 06 06 06 06 06 06 06 06 06
No of Backflushes m3 683 629 807 735 580 903 478 876 744 1064 895 907
Method Statement
General Services
11.3 Summary of pest control/window cleaning/ grounds
11.3.1 Inspections
Fig 27
30
25
20
15
10
0
Grounds Grounds
Pest control Pest control Window
Inspections Inspections
planned unplanned Cleaning Planned
Planned Unplanned
Jan 1 0 1 25 0
Feb 1 0 0 20 0
Mar 1 0 0 20 0
Apr 1 1 1 20 4
May 1 0 0 25 0
Jun 0 1 0 20 3
Jul 1 1 1 25 6
Aug 1 0 1 20 0
Sep 1 3 0 25 0
Oct 0 0 1 20 3
Nov 0 0 0 25 6
Dec 1 0 0 20 0
Method Statement
General Services
11.3.2 Summary of Contingency testing
12 Fig 28
10
0 Generator Hot/ Cold Emergency Pressure

Generator Sentinel
On Load Black Start Water Lighting Systems
Of f Load Taps Testing
(Seamless) Outlets (at Planned Insurance
Jan 1 2 0 0 4 1 10
Feb 2 2 0 1 4 1 4
Mar 1 2 0 0 4 1 0
Apr 2 2 0 0 4 1 0
May 2 2 0 0 4 1 6
Jun 2 2 0 0 4 1 0
Jul 0 4 0 1 4 1 5
Aug 4 3 0 0 4 1 0
Sep 2 2 0 0 4 1 6
Oct 2 2 0 0 4 1 10
Nov 2 2 0 0 4 1 0
Dec 2 2 0 0 4 1 0
Method Statement
General Services
11.3.3 Summary of permits to work issued
80 Fig 29
70
60
50
40
30
20
10
0 Boilers Clin Labs Electrical Sanction

Conf ined Access Access Access Electrical Electrical
& Authoris ( Non Hot w ork MGPS s w ork
Spaces Serco Summit Trust (HV) (LV)
Pressure ation Haz) on/nr live
Jan 11 3 2 53 11 9 0 0 0 0 1 0
Feb 3 4 2 33 13 9 0 0 0 0 2 0
Mar 0 3 4 62 10 17 0 0 0 1 5 0
Apr 2 3 0 43 4 12 0 0 0 1 4 0
May 3 1 0 47 14 11 0 0 0 1 2 0
June 0 4 1 48 21 13 0 0 0 0 0 0
July 0 2 1 70 20 8 0 0 0 0 0 0
August 0 2 0 0 0 0 0 3 0 2 3 0
September 6 4 0 0 0 0 0 0 0 0 1 0
October 10 3 3 40 15 11 0 0 0 0 0 0
November 0 3 3 54 9 6 0 3 0 0 0 0
December 0 0 0 34 6 3 0 0 0 0 0 0
11.3.4 Summary of Repairs (based on no. of job lines)

Fig 30
40
30
20
10
0
Jan Feb Mar Apr May June Jul Aug Sep Oct Nov Dec
Summit Defect repairs 0 0 0 0 1 0 1 0 0 0 0 0
Trust item repairs 9 21 16 16 5 18 12 10 7 25 32 11
Method Statement
General Services
11.3.5 Summary of Blockages, Leaks & Overflows, Lift Breakdowns And

SAN/Hazard Notice
Fig 31
70
60
50
40
30
20
10
0
Jan- Feb- M ar- A pr- M ay- Jun- Jul- A ug- Sep- Oct- No v- Dec-
06 06 06 06 06 06 06 06 06 06 06 06
No o f B lo ckages 48 48 48 43 33 43 36 27 38 49 62 40
No o f Lift B reakdo wns 3 2 3 3 6 4 2 5 5 1 4 2
No o f Leaks & Overflo ws 17 9 7 4 4 4 5 12 4 8 1 5
No o f San/Hazard No tices 0 0 0 0 0 0 0 1 1 0 0 0
11.4 HR Issue

Method Statement
General Services
18
16 FIG 32
14
12
10
0
Jan Feb M ar Apr M ay Jun Jul Aug Sep Oct Nov Dec
Abrasive Wheel Training 0 0 0 0 0 0 0 0 0 0 0 0

Access Ladder t raining 0 0 0 0 0 0 0 0 0 0 0 0
Appraisal Training 0 0 0 0 0 0 0 0 0 0 0 0
Blood and body Fluid Spillage 0 0 0 0 0 0 0 0 0 0 0 0
Boilers & Pressure Syst ems 0 0 0 0 0 0 0 0 0 0 0 0
Conf ined Spaces 1 11 0 0 0 0 0 0 0 0 0 0
Cont rol of Inf ect ion 0 0 0 0 17 0 0 0 0 0 0 0
Elect rical Periodic Test ing 0 0 0 0 0 0 0 0 0 0 0 0
Ent erprise Training 0 0 0 0 0 0 0 0 0 0 0 0
Fire Awareness Training 4 8 0 0 0 0 0 0 0 0 0 0
Gas Awareness Training 0 0 0 0 0 0 0 0 0 0 0 0
Gerberit Training 0 0 0 0 3 0 0 0 0 0 0 0
Great Plains/ Finance/ E proc 0 0 0 0 0 0 0 0 0 0 0 0
Hoist Training 0 0 0 0 0 0 0 0 0 0 0 0
HV Ref resh 0 1 0 0 0 0 0 0 0 0 1 0
Inf ect ion cont rol 0 0 0 0 0 0 0 0 0 0 0 0
IOSH 0 0 0 2 0 0 0 0 0 0 0 0
Legion 0 0 0 0 0 0 0 0 0 0 0 0
M anagement Training 0 0 0 0 0 0 0 0 0 0 0 0
M anagement Wat er Syst ems 0 0 0 0 0 0 0 0 0 0 0 0
M GPS 0 0 0 0 0 0 0 0 0 0 1 0
Scaf f old Training 0 6 0 0 0 0 0 0 0 0 0 0
Select Training 0 0 0 0 0 0 0 0 0 0 0 0
Toolbox Training 0 0 6 11 0 0 0 0 0 0 0 0
WTI Training 0 0 0 0 0 0 0 0 0 0 0 0
Technician Training 0 0 0 0 0 0 0 1 0 0 0 0
Method Statement
General Services
11.5 Departmental Issues/news

None
11.6 Added Value

No

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CONFORMED COPY

28 March 2007 Project Co Final Version

• Staff & Development including:

• Policy & Strategy including

• Partnerships & Resources including:

2 Management Supervision and Organisation Structure

To enable Project Co to deliver an integrated and seamless services, a Facilities Management

The Main Project Partners

LAING O’ROURKE SERCO HEALTH

Figure A: Contract Liaison Committee

The FM Board will provide the forum to:

General Services Structure Technology /

Contract Team Contract

Front of Central Support Estates

Portering & Logistics

Customer Support Car Parks Patient

Contract Management Team

3 Work Schedules and Procedures

GP01e Project Co shall produce a schedule detailing any changes to the

GP01f Project Co shall provide information to the Board Representative for

In respect of disposal of waste generated through the Service provision

3.1.2 Continuous Improvement

Continuous improvement will be achieved by a combination of factors,

Site managers will monitor service achievement against key performance

GP03a Project Co shall implement a reporting procedure on a quarterly basis

3.1.3 Performance Monitoring

Within the programme, Project Co will agree with the Board

GP05b The performance parameters outlined in the Board’s Service Specific

Prior to Service Commencement Project Co will draft a detailed

Based on the regular reports, Project Co will generate and implement

The performance monitoring programme will be reviewed and updated at

3.1.4 Monthly Reporting

The Performance Monitoring Report shall contain the information in

The performance monitoring programme will use the payment mechanism

The Performance Report will be developed on a Service by Service basis

An indicative Performance Monitoring Report is attached at appendix A

3.2 Staff and Development

3.2.2 Training and Induction

Project Co will make available material and/or resource to the Board to

GP12 All new recruits will complete a comprehensive induction training

Any refresher training on the use of plant and equipment deemed to be

Project Co will provide support to the Board in carrying out refresher

Subject to reasonable notice, Project Co will release its Staff to attend

When a training need is identified the relevant manager, where possible,

Project Co will through the appraisal process introduce a training

Each member of Staff will be provided with a training plan developed

3.2.3 Human Resource Issues

GP16c Project Co will undertake annual staff satisfaction surveys in accordance

3.3 Policy and Strategy

Legal compliance will be verified during an annual audit which will be

This responsibility extends to providing information on forth-coming

The communication will be provided formally, in an agreed format, and

GP19b Method Statements and supporting procedures, etc. will be kept up to

Verification and compliance will be ensured by the Audits contained in

GP20 Prior to the introduction of any changes to working practices or variation

The Service Level Specifications contained in the Project Agreement

GP21 Project Co will, prior to service commencement, agree the timing of

These local service level agreements will be produced within a

3.3.4 Health and Safety