The FM frontline

Investing in our people and our property

by Chris Cunniff

By Dennis Markey, Chief Operating Officer

October started with a great two days in Redditch, where I brought together the operational leadership team to focus on improving customer service and ensuring that each area of the directorate is working together to meet the needs of the company and its customers.

Throughout the event we were joined by speakers from organisations we work closely with, including;  RICS and Bevan Brittan LLP. One of the highlights was when we welcomed two professional actors to the event, who supported colleagues through a number of customer centred scenarios, which helped everyone to understand the importance of communication, behaviours and perception, when engaging with customers. These activities were supported by engaging presentations from Deborah Prince, Head of Customer Strategy and Tony Griffiths, Head of Operational Excellence, who highlighted the challenges we are facing, but also emphasised all the improvements that are being made to help us support our customers more effectively.

The passion and enthusiasm from the workforce for improving the NHS estate for the benefit of patients, staff and customers was overwhelming and I’d like to thank all my colleagues from FM, construction, procurement, safety, service improvement and communications, who contributed to a very positive and successful event.

Ray Goodier, Head of Service Improvement, speaking to colleagues at the Operational Leadership Event.

Ray Goodier, Head of Service Improvement, speaking to colleagues at the Operational Leadership Event.


We’ve also seen a number of staff successes this month, that can’t go un-noticed – I’d firstly like to congratulate Ray Goodier, Head of Service Improvement, who has passed his RICS Assessment of Professional Competence, enabling him to be welcomed into the profession as a chartered surveyor – the world’s leading professional qualification in land, property, construction and infrastructure. I’d also like to recognise all our other colleagues who are going through similar assessments, which will help them to develop professionally and in turn, develop the company.

Dawn Nash, Relief Clerk and Receptionist in Birmingham is also continuing her passion for raising awareness of Dementia and the importance of supporting patients and visitors at our sites that may show signs of this illness. You may remember, Dawn was determined to help patients keep to their appointments, so she designed and created a unique appointment reminder, which she tested in the health centres she works in. The project has had great feedback as not only does it help forgetful people, but it’s also been seen to help remind patients that might be showing symptoms of dementia or other memory complaints.

The idea of the project has now spread across Birmingham and Dawn is being asked to visit various sites to speak with clinical professionals and at Patient Participation Groups about the unique appointment reminder. Dawn has exceeded her role by introducing an idea that is benefiting patients, staff and visitors. She’s a credit to the company and I’d like to thank her for her continued enthusiasm.

“On behalf of Dr Majeed’s Practice once again we would like to congratulate you [Dawn] on your thoughtful idea to help patients remember their appointments. We are very impressed and would like to invite you to future events.” Dr Majeed’s Practice, Bloomsbury Health Centre

Charlie Siddons, Head of FM also recently represented the company at the Facilities Management and Property event in partnership with BIFM and the University of Cambridge. He discussed ‘Clients – What can FM do for you?’ showcasing a number of examples on how we’ve supported customers to improve their working environments through strategic FM practice. His presentation received glowing reviews on social media as he demonstrated the changes in FM management, from the traditional behind-the-scenes view transacting to the credible strategic partner that FM is seen as today, something we certainly champion at NHS Property Services.

Capital investment

Following on from last month’s blog discussion, it’s great to see a number of our construction schemes progressing well. Great news for the local people living in Brownsover as we’ve announced plans for a new GP surgery in the area in partnership with NHS England. The surveyors are currently carrying out all the essential checks to inform the design of any future building and further developments will be shared soon.

Work has also begun on a £400,000 project to improve facilities at a Clevedon Community Hospital in Somerset. NHS Partners recently met on site to mark the start of the work to improve inpatient services, which includes; the works to the hospital include; the replacement of flooring throughout the hospital, remedial building works and maintenance works, including roof and window repairs.

We’ve also seen the completion of a number of schemes in Manchester and the surrounding area, with £500k invested in three schemes. Access and infrastructure upgrades at Heaton Norris Health Centre in Stockport have now been completed, bringing huge benefits to patients and staff, plus, major internal refurbishment to Withington Clinic and Moss Side Health Centre has now provided the community with modern, bright, conformable environments.