International Healthcare Company Cleaning & Bundled Services Case Study

TCFM Providing Bundled Facilities Management to an International Healthcare Company

• Total Compliance
• TCFM delivering a gold standard cleaning service to this international healthcare company
• Sector: Pharmaceuticals
• Location: Cambridge Science Park
• Total acre footage: 12 acres

• This international healthcare company is a privately-owned, UK pharmaceutical company, based in the heart of the Cambridge science community.
• Having evolved with the NHS, it has provided innovative medicines to patients in the UK since the 1920s.
• Our customer fosters a flexible culture where its people thrive on the ability to be agile and autonomous in response to the needs of their partners.
• TCFM has had the privilege of working in partnership with them for 13 years and has embraced this work ethos.
• We constantly review our services to ensure that they always receives ongoing value through innovation, communication, commitment and collaboration.
  
  

Services we Deliver

• General Cleaning
  • General offices, washroom services and breakout areas, window cleaning, high-level glass, cladding and stonework cleaning, H.V. room cleaning, soft furnishings and carpets, PPE and RPE ordering.
    
• Distribution and Warehousing Cleaning
  • High-level cleaning; racking, ducting, pipes, cables sprinklers load levellers, secure bays, internal glass and high-level cleaning; atriums, structural steel and fittings.
    
    
• Pharmaceutical Production Environment Cleaning
  • Good Manufacturing Practice (GMP) Grade B including, laboratory cleaning and laboratory equipment cleaning. This technical cleaning is carried out in critical areas such as Active Pharmaceutical Substances, Engineering and Occupational Health, Stability Laboratories.
    
    
• Handyman Services
  • Urgent onsite repairs and minor installations using multi-skilled operatives such as housekeepers, porters and grounds operatives to swiftly resolve reactive jobs and complete essential small works such as minor repairs, painting, moving furniture and hanging pictures, ensuring operational continuity and safety throughout the site.
    
    
• Housekeeping Services
  • Washroom consumable replenishment, touchpoint cleaning and service calls including spills and ad-hoc requests
    
    
• Laundry Management and Supply of PPE
  • On-site laundry management, measuring colleague sizing for laboratory coats, provision of personal protective equipment and microfibre disposal.
    
    
• Bundled FM Services
  • Meeting Room Management, Security Services, External and Grounds Maintenance Services and Access Platform Management.
    
    
• Waste Management
  • Collection, streaming including, dry mixed recyclables, plastic, cardboard, metal and glass, baling, cross contamination checks in streamed waste, hazardous waste handling and compacting.
    
    
• Technical Fault Reporting
  • TCFM’s On-site Manager assists with identifying and reporting structural faults and logs any faults through Maximo and ServiceNow platforms.
    
    
• Post Room Management
  • Internal and external mail management and stationery management.
    
    

Contract Development

• We worked in partnership with the customer, taking time to understand their needs, processes and methods to offer seamless improvements to their services.
  
• 2011 Cleaning and waste management contract awarded.
  
• 2013 Lab technician contract awarded.
  
• 2020 January – Post room, front of house and concierge services introduced.
  
• May – Grounds maintenance awarded.
  
• August – Security services contract awarded.
  
• 2024 Short listed for Premises & Facilities Management Magazine’s awards.
  
• TCFM also provide added value to areas of the contract that fall outside of contract responsibility, such as:
  
• Ordering and managing stock levels of PPE for the production manufacturing site. For example, Tyvek overalls, hairnets, beard snood, and overshoes.
  
• Ensuring the cleaning team and general operatives also support with porterage requirements when required including but not limited to, setting up meeting rooms, and moving digital display equipment and furniture.
  
• MW, Operations Manager, provides supervision to other contractors during weekends and out of hours, supporting their Workplace Team in project work.
  
  

Challenges & Resolutions

• TCFM digitised all sign off records for works completed and produced full compliance logs for each TCFM colleague on site controlled directly by our onsite administrator using Standard Operating Procedure.
  
• If any batch is flagged as having an issue, all records can be checked efficiently including training logs and compliance to ensure adherence.
  
• TCFM strive to add value and find innovation, implementing best practices and new ways of working to drive cost efficiencies for the customer.
  

Goals & Outcomes

• TCFM’s skilled team of technical cleaners work closely with their teams to ensure that our cleaning operations minimise the retention of particles inside the room, as stated in the GMP Grade B. We employ rotational cleaning, whereby we use more than one disinfectant in rotation to control the bioburden in their clean-room environment.
  
• By implementing a bespoke operation, TCFM has met and exceeded their requirement for compliance in the pharmaceutical environment whilst also managing and delivering comprehensive bundled services.
  
  

Innovations

• Specific Innovation: Tork EasyCube Software
  • Tork Easycube software was trialled and installed at their corporate offices.
    
    This facilities management software uses sensors to measure visitor traffic and paper/soap product refill levels in bathroom areas.
    
    This data is then translated into real-time information about cleaning needs, which has successfully allowed our cleaning teams to work proactively and establish the exact resources required at a particular part of the building.
    
    Impact: Using this data driven technology, we managed to reduce the dispenser checks by around 50% and re-deploy that resource more effectively.
    
  • The additional benefit to them is that it revealed that the washroom dispensers remain fully replenished 99% of the time when using Tork Easycube.
    
    
• Producing a full audit trail with robust vetting and right to work checks that cannot be overridden to provide an additional layer of security.
  
• Improved reporting and accountability with joint sign offs and clear next steps.
  
• A geofenced application that ensures the correct colleague is in the correct place at the correct time.
  
• Innovation: InnuScience chemical free cleaning products in areas that did not require specialist chemicals.
  
  • Impact: Greater sustainability with biological products that use enzymes rather than chemicals.
    
• Innovation: Moved away from walk behind scrubbers to chemical free numatic ride ons.
  
  • Impact: Improved productivity by 50% by halving the floor cleaning time.
    
• Innovation: Combined postal with housekeeping.
  
  • Impact: Time was being wasted having two separate colleagues walk round with separate trolleys so TCFM combined these two roles to enhance efficiency and provide a cost saving.
    
• Improved reporting with clear lines of accountability for resolution and trend monitoring for proactive adjustments and corrective action.
  
• Provides improved quality of training and service delivery.
  
  

Corporate Social Responsibility

• TCFM have a people first and foremost philosophy and actively invests in our people.
  
• Most of the colleagues who transferred to TCFM when we were awarded the contract are still with us today with our longest serving colleague accruing 27 years of service on their contract.
  
• All colleagues receive a bespoke training package with BICS and NVQ qualifications offered to support development.
  
• TCFM recognise and promote talent from within, offering qualifications and training to progress in their careers, two of our colleagues Dan and CJ are currently studying and developing to step into Security Manager and Assistant Manager roles respectively.
  
• We also offer rewards and recognition schemes that are advertised on site such as Wagestream for financial management, Health Assured for 24/7 physical and mental health advice, Everyday Hero and Duvet Day vouchers as a thank you for going above and beyond.
  
  

Environmental Social Governance (ESG) Innovations

• TCFM serves as the steward of the customer’s diverse environmental, social, and governance (ESG) initiatives, taking a proactive role in enhancing the site’s ecological health and biodiversity.
  
• This includes the upkeep of an onsite wildlife walk, where visitors can immerse themselves in nature.
  
• TCFM also manages bug hotels and beehives, providing critical habitats for pollinators and beneficial insects.
  
• Additionally, they install and maintain bird and bat boxes, creating safe nesting sites for these creatures.
  
  
• One of their significant projects involves restoring various lawn areas to transform them into native perennial meadows, fostering a thriving environment that supports local species and promoting ecological resilience.
  
  

Outcomes

• Our skilled team of technical cleaners work closely with their teams to ensure that our cleaning operations minimise the retention of particles inside the room, as stated in the GMP Grade B. We employ rotational cleaning, whereby we use more than one disinfectant in rotation to control the bioburden in the clean-room environment.
  
• the company’s adoption of the North American Good Manufacturing Practice guidelines means that our Standard Operating Procedures are designed to meet the uncompromising standards required in these controlled environments.
  
• We take guidance on the most effective disinfectants, which are selected for resistant strains of micro-organisms, and our lint-free materials ensure that air particulate count thresholds are always maintained.
  
• As a result of this successful partnership, TCFM was proud to be shortlisted in partnership with the company as one of the final three contenders in the Premises and Facilities Management (PFM) Magazine’s 2024 Awards.
  
• This was a recognition of our excellence in delivering high-performance, compliant soft facilities management solutions in critical environments.
  
• Contractual KPIs
  
  • TCFM’s contractual SLAs requires a minimum of 80% monthly scoring average.
    
• Audit Achievement
  
  • TCFM have achieved 100% compliance the past 12 years.