Revitalising Healthcare: The Clean Space Transforms UME Health’s Cleaning Standards

In the bustling heart of London’s prestigious Harley Street, UME Health, a premium medical centre, found itself facing a crisis in cleanliness and service standards. Having recently taken over the cleaning contract from the previous cleaning company, UME Health was grappling with a myriad of issues that affected both staff and patients. Enter The Clean Space, a professional cleaning company on a mission to transform UME Health’s environment and restore confidence in its services.

The setting:

UME Health’s state-of-the-art healthcare facility at 17 Harley Street spans four floors of a townhouse. With a diverse and high-profile clientele, UME Health specialises in exclusive medical services, offering consultations, diagnostic procedures, and treatments. Gemma Smith, the clinic administrator, and Danielle Leatham, the Clinic Manager and Lead Nurse, found themselves in challenging roles, dealing with numerous complaints and a deteriorating situation.

The Problems:

As Gemma and Danielle took on their roles, they faced an array of issues left unresolved by the previous cleaning contractor.

1. Lack of Contract Support: UME Health felt abandoned without proper guidance.
2. Decline of Standards: Cleanliness issues led to discomfort and concern.
3. No Cleaning Specification or Adherence: UME Health lacked a compliance specification and faced resistance to requested tasks.
4. Monthly Audits Not Followed Up: Results went unaddressed, leaving the clinic vulnerable.
5. Lack of Response to Issues: Gemma and Danielle felt unheard and met with indifference.

Implications & Consequences:

Failure to address these issues risked severe consequences for UME Health, including reputation damage, financial loss, operational inefficiencies, and legal risks. On a personal level, staff and patients faced frustration, health and safety concerns, and a loss of trust.

The Clean Space’s Intervention:

Lara and Wes from The Clean Space stepped in with urgency and determination after a comprehensive meeting with Gemma, Danielle, and external consultant Maria. The plan unfolded in logical sequential steps:

1. A meeting with UME Health to understand their needs.
2. Designing a comprehensive proposal and cleaning specification.
3. A site visit to UME Health’s headquarters for accurate details.
4. Redesigning the specification based on feedback.
5. Requesting TUPE information from the previous cleaning company.
6. Meeting with Ayo, the new site manager, and adjusting hours based on his input.
7. Weekly meetings to keep UME Health updated on progress.
8. Two projects in the background: a deep clean and a “commitment to cleanliness charters” draft.
9. Recruitment, training, and a site audit before the contract commenced on November 1st.

The Outcome/Success:

Swift Mobilisation: Despite a three-month notice, The Clean Space mobilised the contract in about two weeks.

High Standards: The deep clean set the stage for a new team to maintain higher standards.

Professional Resolution: The Clean Space addressed inherited issues, instilling confidence in UME Health.

Customer Reaction:

In the words of Gemma: “We felt very supported, and no ask was ever too big.” Feedback surveys are yet to be completed, but initial responses indicate gratitude and relief.

Summary:

The Clean Space successfully navigated the transition, addressing last-minute changes professionally. The deep clean made a significant impact, establishing elevated standards for UME Health’s future. By resolving inherited issues swiftly and professionally, The Clean Space instilled confidence in UME Health, marking a successful transformation journey from crisis to confidence.