Executive Summary
Specialist research and clinical environments depend on consistent facilities standards, rigorous assurance and services tailored to their operational requirements.
OCS works with the Quadram Institute, the NHS and the University of East Anglia to coordinate facilities management across their shared building. Clearly defined service standards, regular performance audits and specialist colleagues provide the evidence and expertise needed to maintain compliance and adapt service oversight to each environment.
Critical Environment Performance in Numbers
Defined standards, regular audits and trained colleagues are supporting reliable services across research, clinical and shared environments.
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100%
KPI Compliance for Five Months
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5
Endoscopy Audits Each Month
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40
Colleagues Delivering Services On Site
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60
Specialist Support Colleagues
The Challenge
The Quadram Institute brings together world-leading research into food, nutrition and human health with NHS clinical services, including one of Europe’s largest endoscopy facilities.
Its laboratories include containment level two and three environments, where specialist cleaning, maintenance and strict operating procedures are essential to supporting safe scientific research.
The building is also shared by three organisations, each with distinct operational and compliance requirements.
Previous arrangements involved separate hard and soft services providers, creating challenges around consistency, service quality and customer confidence.
The Institute needed a coordinated approach that could maintain high standards across every environment, provide reliable evidence of performance and support the specialist work taking place within the building.
The Solution
OCS brought hard and soft facilities services together under an integrated delivery model, creating greater coordination across the shared estate.
Working with the Quadram Institute, the NHS and the University of East Anglia, the team established cleaning and servicing standards appropriate to each environment.
Specialist training and certification enable colleagues to work safely in sensitive areas, including containment level three laboratories requiring additional security clearance.
Performance is monitored through regular audits, providing a consistent measure of service standards and helping managers identify where attention is needed.
The 40-strong on-site team is supported by a wider network of 60 colleagues serving the University of East Anglia, providing access to additional resource and specialist expertise when required.
This combination of defined standards, performance monitoring and trained colleagues supports informed decisions and consistent service delivery across the building.
Best Outcomes
The Quadram Institute, NHS and University of East Anglia can focus on scientific research, patient care and education, supported by reliable specialist environments. Performance intelligence from regular audits informs service decisions, maintaining essential standards while enabling more proportionate oversight.
