Healthcare environments rely on systems that operate safely, consistently and in line with strict regulatory requirements. At this customer site, OCS has strengthened day-to-day maintenance by developing in-house capability and reducing dependency on specialist contractors.
Over the past year, our colleagues worked closely with the customer to understand system layouts, operational patterns and site-specific requirements.
This engagement supported a shift from specialist-led maintenance to an in-house model covering Level 1 and Level 2 work, with selective Level 3 capability where appropriate. Specialists are now engaged only for software support and major interventions.
Why the Change Was Needed
The customer’s systems require high uptime and predictable response times. Previously, most maintenance tasks were handled by specialist vendors. Scheduling and mobilisation often caused delays, affecting service continuity and compliance timelines.
By building the right capability on-site, our colleagues can now address planned preventive maintenance and reactive calls immediately. This supports safer operations and keeps essential systems aligned with regulatory requirements.
How the Capability Was Built
- System Familiarisation – Engineers completed detailed familiarisation of MEP and specialised systems, supported by condition surveys and OEM guidelines.
- Focused Training – Colleagues received upskilling for priority systems including medical gas, HVAC and water treatment.
- Structured Maintenance Plans – Standard procedures were set up through CAFM to guide Level 1 and Level 2 work, with clear escalation routes for Level 3.
- Specialist Collaboration – External partners continue to support software updates and major services to maintain compliance.
The Outcome
The in-house model has strengthened the customer’s operational stability and supported more efficient maintenance delivery. Improvements include:
- Faster response to emergency calls
- Better SLA and KPI performance
- Optimised use of operational budgets
- More consistent and predictable service delivery
Supporting a Stable Healthcare Environment
The approach gives the customer a reliable maintenance structure supported by trained colleagues, transparent workflows and clear escalation lines. It also offers a practical model for healthcare facilities seeking a balance between internal expertise and strategic specialist support.
