Mobilising our ‘Hidden Army’ for better environments, value and care

Over half a million of the 1,241,325 NHS staff work in areas that support clinical care. At Serco, we mobilise this service support workforce to help improve productivity and deliver better patient outcomes across the hospitals in our care. We are delighted that our latest healthcare partners at Bart’s Health Trust have chosen to invest in a quality workforce, properly remunerated and well led.

Over the last year we have built a comprehensive evidence base of how this workforce impacts on patient care. It is clear from the research that when patients feel happier, they get better quicker and that staff who feel properly supported make fewer mistakes.

We view our staff as the “eyes and ears” in the ward, trained to know that a contented, well-fed and cared-for patient recovers quicker

Our cleaners, catering staff, porters and those in many other support roles have direct daily contact with patients and their families and we expect them to make a positive difference to the hospital environment and the experience of the people within it. We expect them to care.

We view our staff as the “eyes and ears” in the ward, trained to know that a contented, well-fed and cared-for patient recovers quicker. Through our approach to governance, we ensure that the care environment remains safe, despite the complexity and pressure faced by everyone working in the modern healthcare system.

Getting these things right improves the quality of care, keeps everyone safe and reduces costs as clinical staff are supported to focus on what they do best – providing clinical care and treatment to patients. We welcome dialogue with healthcare providers about how their support staff can be properly mobilised to directly improve patient care, encouraging earlier recovery and release from hospital.

Ian Crichton is managing director, health, at Serco