TASK 1 Service delivery options
A. Range of facilities services provided by the NHS
Facilities managers in NHS make sure that the services that our patients need during their stay in hospital are always available and meet the necessary standards. There is presence of wide range of facilities that are being offered by the NHS. These have been categorized into two. Such includes hard services as well as soft services. Such have been enumerated in the manner stated as under:
Hard Services:
It is referred to as the term that is being offered to the services as well as activities that are instrumental in assisting to develop the premises in becoming suitable vehicle for carrying out its activities of firm in an effective manner (Services, 2018). There is presence of several type of hard services that are being offered by NHS in England. Such have been stated in the manner enumerated as below:
- Management of building services: It is considered as one of the hard services wherein the organization is engaged in providing services that includes heating systems, ventilation systems, lifts as well as fire detection and sprinkler system. With the assistance of such services the employees as well as customers of the firm can carry out organizational services in an effective services (Hard Facilities Management, 2018). Along with this with the management of building services the employees can be motivated to perform to their fullest zeal and enthusiasm.
- Waste management: Another kind of hard services includes waste management. It is essential for the hospital to ensure management of waste. As it is effective in attracting the base of huge customers towards the company’s outlet to a significant level. It also enhances the working environment which further acts as an aid in attainment of business targets within specified duration of time (Hard Facilities Management, 2018).
- Security and access control systems: It is one of the most significant aspect that deals with offering security and access controlling system. It is effective in enabling the firm to keep a track on the security within the premises from theft or any damage. The role of control system is crucial in assisting the firm to manage the activities of firm with greater effectiveness (Hard Facilities Management, 2018). The role of security system enables the firm in maintaining the proper work flow so that desired targets can be attained within particular span of time.
Soft Services:
After the workforce is occupying the premises it is essential for the facilities manager to view the services that are needed by the employees. Further it is effective in allowing suitable practices of working to be carried out that can create comfortable environment related with working. These types of additional support services are regarded as soft services. There is existence several soft services. These have been enumerated in the manner as under:
- Cleaning: This is considered as one of the essential soft services. This is referred to as cleaning wherein it is essential for RMH NHS Trust to keep the premises clean so that health and safety of employees can be ensured.
- Reception: It is another major soft service which represents the services relating with reception . Under this organization has to resolves the issues that are being faced by the customers. Moreover they needs to provide with the detail information regarding the product if required. Proper greeting of the customers is being carried out at reception as it is one of the essential criteria that acts as an aid in delivering customer service to a significant level .
- Gym and sports leisure service: It is considered as soft services that assist the organization in boosting their potential to a greater extent. Gym as well as sports leisure services needs to be offered to both customers and employees so that they can increase their motivation level as well. In addition to thus such builds effective image of the brand in the market for long run course of time. With this employees can take break from the work which can enhance their work performance.( Services,2018)
B. Service delivery methods
It is essential for the facilities manager to offer as well as manage wide range of services to the employees in the organization. There is presence of various methods that acts as an aid in making delivery of services. The services include spectrum of security and cleaning as well as catering. From past decades the starting point of single purpose contracts that includes maintenance, cleaning and security are handled by specialist provider .
The concept relating with outsourcing has broadened over years and it includes bundle of services that are put in hands of multidisciplinary contractors. Several large contractors have bought diverse services that are lined together in integrated packages. This is in order to promise greater effectiveness with reduction in the cost of management. These are enumerated in the manner stated as under:
In-house facility management:
The deliverance of services can be done by the means of in-house teams . It carries greater advantage in terms that the organization can become competitive with the external market. This implies that they are required to make delivery of equal and better service in constant manner. Along with this it reflects pro activity as well as excellence in focusing customers . One of the important area is that in house teams can make delivery over and above the external market is with the assistance of unique position of creating close relationship on personal basis without complication related with branded rightly or wrongly as contractor. The major key to the successful delivery is that the senior facility manager is required to gain insight to the ability of his team to become best within the class. This can be bought one there is direct communication with every member of NHS staff. (Facilities Management, 2015).
Single service:
It is regarded as the separate exercise. For instance security is one of those services. Such service is can be seen in terms of intrinsic value gained through this and can be purchase on quality. It is the commodity that can be purchased solely based upon its price. Purchasing security based upon the price alone can be justified in case of very lower risk. These are regarded as the organizations that are engaged in providing single service such as cleaning, security etc. The contract are being offered to ISS external contractor that can effectively carried of management of security department within Royal Marsden Hospital in Sutton.
Bundled services:
The bundled service delivery route is being defined as two or more functions that are being contracted to the provider of services. ISS, our external contractor offers bundled facility management services to the Royal Marsden Hospital NHS Trust in Sutton . The bundling of cleaning, security, reception as well as work place management assist the hospital in outsourcing it soft facility management services to a particular provider while retaining more direct control over the elements of service. One of the major benefit associated with bundled services is that it provides opportunity to both client and provider regarding development of trust and growth of contract over time as partnering value is reflected (Facilities Management, 2015).
Integrated services:
Integrated facilities management is another kind of service delivery method that assists in bringing together various support services into a single structure of management. It results in simplifying management as well as reducing administration in comparison to management of multiple contractors. It assist in attaining benefits in terms of increasing efficiency that it turn leads to cost saving. It is being applied to the services assembled into soft facilities management as well as hared facilities management packages. It is effective for an NHS Hospital in terms of managing the contract from operational perspective. Under this single organization possess the responsibility of carrying out the range of services that relates with help desk, reception, cleaning as well as catering (Integrated Solutions, 2018).
Total FM:
Total facility management demonstrates the delivery of full services in the major areas of facility management. It includes mechanical as well as electrical maintenance, building fabric, cleaning, catering, security, waste management, grounds maintenance and front of house services through one lead contractor . The major principle that is attached with total facility management is the provision of joined up service with a single point relating with delivery. With the implementation of such the customers can be offered with wide range of benefits which includes clarity in accountability relating with delivery of services. In addition to this it provides benefits in terms of reducing management lays in both customer and supplier organization. (Complex Soft FM contracts made faster, manageable and cost effective, 2014).
C. Cost effectiveness of the different service delivery options
Facilities management is regarded as the discipline that touches each aspect of the operations in virtual manner. In other words it has invaluable contribution to the day to day operations as well as strategies, plans for the long run course of time. Facility management is considered as big, diverse as well as dynamic industry that has gained huge importance in the present era. It is essential for the organizations to make implementation of service delivery process by making determination of their cost effectiveness. As such it adds to the cost of the organization such as a Hospital in NHS.
There is attached cost with different tools of delivery as it assist the firm in implementation of soft and hard facility management services. The strategy relating with facility management depends on the better understanding of the needs as well as opportunities, clarity in objectives, effectiveness in communication as well as responsiveness to change. The cost associated with in-house facility management system can be greater as it includes management of services by the teams that are working within the organization. (Delivering cost effective care in the NHS – CQC, 2015).
However there is presence of various which to a greater extent influence the costs of the options. These have been enumerated in the manner stated as under:
Costs relating with employing staff:
There is presence of various factors that results in increasing the cost effectiveness of the delivery option . This relates with cost associated with employing staff that can be used for making the delivery of services in an effective manner. The greater is the number of the staff employed the more number of cost will be incurred by the firm. This affects the cost of the option for the firm and decreases the availability of cash that is being possessed by it. (Delivering cost effective care in the NHS – CQC, 2015)
Risks of employing staff:
It has been determined that organization can incur cost in case when there is risk associated with the employing staff for the service delivery. In situation when the personnel are unable to perform the activities of firm with effectiveness then they have to face trouble in making employment of the service delivery option (Walton, 2016). This can result in increasing the cost for the organization which affects overall operations of the firm to a greater extent. It is significant for the Marks and Spencer to employ staff on the basis of capability possessed by them towards carrying out the activities of facility management. As such would ensure delivery with greater effectiveness (Managing risk – NHS Employers, 2018).
Contractor’s need for profit:
The organization to whom the facility management contract is being offered requires amount of profit that adds to the cost of the firm. This results in decreasing the cost of the business like Marks and Spencer (Private companies’ involvement in the NHS., 2018). It is significant that services are provided as per the need thus for this sake cost is being charged that increases the long term profitability of the firm to a greater extent. It can be reflected that contractor’s need for profit has greater impact of the cost effectiveness of the business. Thus it is essential to fix specific profit that can be offered to the contractor so that overall organizational revenue does not get affected to a greater extent.
Risk of contractor failure:
In situation when the work performed by the contractor fails then in this case there is greater impact of contractor risk on the cost effectiveness of the option that is being selected by the firm. It is the job of contractor to keep a track on the activities that are being performed within the NHS. Such is important in order to make sure that activities are being carried out in the right direction and would result in attainment of NHS Hospital targets in an effective manner (NHS England, 2017).
Efficiency of supervision:
There is greater impact of efficiency of supervision on the cost effectiveness of the selected option. In situation when the supervisor lacks efficiency towards carrying out the operations of the firm then it adds to the cost of the business. Along with this such reduces the supervision cost of the organization that would results in attainment of the pre-determined targets within specified duration of time. It is significant to make recruitment of the supervisor that possess the efficiency in terms of carrying out the work in an appropriate manner. As such it results in reducing the cost of the firm in an effective way (Health Careers, 2018).
Task 2: User Requirements and Standards Monitoring
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