Social Infrastructure Best Practice at West Middlesex

West Middlesex Hospital Director Mark Titcomb has written a testimonial about the recent successful retail upgrade at West Middlesex Hospital.

The team, led by General Manager Jacques Mostert , also had a visit from Di Mantell, from Celsus in Australia, to see examples of best practice across InfraRed and HCP (Company) sites.

“West Middlesex Hospital in partnership with HCP (BYWEST) have recently completed a major transformation of the on-site retail and catering offering. There has been a significant expansion in quantity and quality of food offerings, moving from previously the long-established ‘Rumbles’ restaurant, a WH Smiths and a simple coffee shop……. to a more comprehensive selection of modern outlets.

Located close to the River Thames in West London, Heathrow airport and Kew Gardens, the West Middlesex Hospital is a Hounslow ‘anchor’ institution; an increasingly busy local hospital firmly rooted within the local community, providing local health services to its local and nearby residents. A recent reconfiguration of the main hospital atrium allowed the development of a new M&S Simply Food and the morphing of the previous coffee outlet into become a busy and vibrant Costa. This now sits directly opposite the relocated and upgraded WH Smiths. However, it is the restaurant area within the centre of the hospital which has seen the greatest change; while a bespoke counter continues to cater for more traditional tastes, the addition of a Subway, Global Food and Starbucks coffee station provides for the local community’s more accessible, modern and varied requests. For staff and patients there has been a step change in the daily availability of drinks and hot food options; while multiple outlets allows a range of opening hours to ensure that the early morning staff shifts are catered for in the same way as those working late into the evening.

One of the keys to success has been the close and symbiotic partnership between the Hospital staff, Hard FM provider (Bouygues) and Soft FM (ISS) provider; all three work in harmony for the benefit of patients, their families and staff. In practise this comprises, daily catch ups, weekly facilities’ walk rounds, monthly operational meetings and quarterly liaison sessions, all of which provide the formal governance structure. However, it is the close relationships, proactive attitudes and similar values of all parties, that have created the creative space for this enterprise to succeed. While still too early to provide evidenced metrics and feedback, the initial buzz and anecdotal comment has been very positive, and strongly supportive of the venture.”

Mark Titcomb OBE

Hospital Director

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