Day twelve: London Heathrow airport
Monday 29 March 2010
Arrived back to Heathrow around 8.00am this morning, following a good flight back.
I have lots more information to pull together but here are a few important things, which I think are worth outlining.
Why did we undertake this visit?
For Interserve, as service providers, we wanted to understand what our client, the University College London Hospital NHS Foundation Trust defined as World Class, and how these world-class hospitals were managing their facilities.
Estates
One idea that we came back with was the idea of front and back of house staff having different roles; such as ‘zoning’ and ‘find and fix it’.
Customer service
Everyone was welcoming and understood their role in the hospital - even as far as having ‘Red Coat’s to guide patients and visitors to their destinations. They even had information at their fingertips - a little like our concierge role.
Well, that’s it from my travels, so thank you for taking the time to read and if you have any questions please don’t hesitate to contact me!
Maria Kitching
Managing Director - Health