Southern Health NHS Foundation Trust operates across 280 sites to provide specialist mental health and learning disability services for people of all ages across Hampshire, UK, and its surrounding area.
As the scope and geographic coverage of their services grew, the Trust required a centralised CAFM system that could rapidly co-ordinate and control maintenance to ensure the ongoing provision of high-quality health services. The current system no longer met their needs, managing maintenance requests and facilities staff on a region-by-region basis. Southern Health Foundation Trust wanted to centralise the management of maintenance services by providing a single point of contact via a facilities help desk, as well as improve communications with remote engineers and their customer base.
Carole Moor, Help Desk Manager, summarises: “The new system needed to be flexible, expansive and have the ability to grow with the demands of the Trust and the services we provide.”
Following a tendering process, QFM from Service Works Global (SWG) was shortlisted along with several other CAFM solutions. Southern Health NHS Foundation Trust undertook reference site visits with several of SWG’s clients, which “effectively demonstrated QFM’s capacity to manage both internal staff and contractors,” says Moor. “We were impressed with QFM’s ability to support a busy help desk with a high volume of calls, and with the system’s extensive reporting capabilities. QFM was one of the most customer focused systems that we saw, and we were confident it would allow us to manage our customers’ expectations.”
Alison Edmundson, Head of FM Governance and Performance, comments: “QFM allows us to effectively manage events from inception to completion, rather than simply tracking staff resources as we did previously. It has allowed us to dramatically improve our reaction time and speed of service. Our customer base is able to talk to someone and know that their issue will be dealt with promptly. To date, QFM has allowed us to successfully manage almost 20,000 facilities and maintenance jobs.”
The collaboration between Southern Health NHS Foundation Trust and SWG demonstrates how technology can be leveraged to streamline facilities and estates operations, enhancing the standard of patient care and delivering optimum value to the community.
Moor concludes: “We pride ourselves on being a customer focused organisation and QFM is a critical part of our business operations. The system has dramatically improved communications between the estates department and our hospitals and clinics across the region. It drives revenue and, more importantly, ensures the ongoing provision of high-quality health services to which we are committed.”