12 Feb 2016
Medirest and Berendsen
We have already added another hospital to the portfolio and we can now confidently say that Berendsen is our healthcare linen and laundry partner.12 Feb 2016
Medirest is a leading supplier of cleaning, catering and support services to the healthcare sector.
Over several years, Medirest awarded linen and laundry service contracts to Berendsen for specific NHS Trusts clients across the UK on a case by case basis. These separate contracts were each implemented locally, with the result that important elements such as Key Performance Indicators, product specifications and service levels differed between Trusts. This naturally made it more difficult for Medirest to have a holistic view of the entire contract, so they could ensure they were delivering the best possible service to clients and drive value from the relationship.
Consequently, Medirest decided to re-tender the entire portfolio to gain two key objectives; consistency across sites, and a central contract management and engagement infrastructure to ensure that services were delivered as required and developed to meet the company's changing needs.
Anna Hallas, National a+ and Domestic Manager for Medirest, explained "We needed a supplier who could provide a central point of contact to manage and develop the laundry service, along with a formal communications structure. Because historically Berendsen had implemented each contract locally, we didn't have these in place so it was difficult for us to assess whether Berendsen could meet our evolving requirements".
Following a comprehensive tendering process over several months, using the Compass Service Framework, and involving the UK's leading linen and laundry providers, a new contract was awarded to Berendsen. The Berendsen team then worked closely with Medirest to design an appropriate structure, implementing standardised KPIs and service specifications with a Key Account Director, Paul Pearson, appointed to act as a single point of contact.
A full contract mobilisation plan, a key requirement of the tendering process, was followed to ensure that each aspect was successfully implemented. Progress during the mobilisation was checked via regular face-to-face meetings and conference calls, with early focus on engagement at all the Medirest sites, as well as all the Berendsen factories involved. The mobilisation process was completed and formally signed off in January 2012.
Paul Pearson said "My role is to ensure that we deliver a high quality and consistent service to all hospitals. I attend audits and site meetings, monitor compliance with KPIs and help to resolve any issues that arise. I'm in constant touch with the Medirest team and with our own sites and we have a formal quarterly review with senior management from Medirest."
Anna Hallas said "The contract has been transformed by this process and structure. We wanted a consistent service with an open relationship, with both parties working together to resolve issues. We have been successful in achieving that and we now have a platform from which Medirest and Berendsen can innovate and develop the service model to meet our future needs and to benefit both companies. We have already added another hospital to the portfolio and we can now confidently say that Berendsen is our healthcare linen and laundry partner."
We have already added another hospital to the portfolio and we can now confidently say that Berendsen is our healthcare linen and laundry partner.Read more