A technology solution for better patient care

Connecting people and places

In the fast-paced hospital environment, NHS front-line staff were looking for a smart and efficient way to communicate with the facility management help desk when telephones were unavailable or out of reach. As their dedicated service partner, ISS was tasked with finding a solution that would save time and increase connectivity.

First, we held a series of workshops with clinical staff and healthcare workers to understand the unique challenges they face. This resulted in ServicePoint – a ward and department-based solution in the form of a dedicated touchscreen device that allows healthcare workers to raise facility management requests, view existing requests and get an overview of Service Level Agreements. As well as this, it seamlessly connects clinical staff to their ISS service teams, providing access to catering, cleaning, portering and other support services at the touch of a button. 

ServicePoint was a huge success, and approximately 130 units have been deployed across nine hospitals. Each day, around 1,000 people interact with the device over 8,000 times, offering significant time savings. In just one year of use, 1,741 hours were saved, equating to 218 eight-hour nursing shifts.

“The system is convenient, user-friendly and straightforward,” says Maria Casey, Senior Nurse at Royal Brompton & Harefield NHS Foundation Trust. “It helps as we don’t have to call the helpdesk. We like that the job request is in real time and we have evidence of when the job was logged.”

Award-winning solution

In 2020, ServicePoint won the O2 Blue Door Award, which celebrates the most effective and innovative ways businesses have leveraged digital connectivity to drive customer satisfaction. A further accolade came at the 2021 IWFM Impact Awards where ServicePoint was named best solution in the Technology category and in 2022 when it achieved ‘Gold’ in the Global FM Excellence Award for Technology.

“It is fantastic to see ServicePoint recognised as a leading example of smart technology and strong customer purpose working hand in hand to innovate and improve our FM delivery.” says Will Cohen, Group IT Director at ISS UK. “We’re delighted to gain these digital awards, which recognise the strength of our technology innovations to support our customers purpose.”