Tees, Esk & Wear Valleys NHS Foundation Trust, Hotel Services have just been awarded Hospitality Assured’s highest level of accreditation in recognition of their outstanding service provision.
Champions of quality
Tees, Esk & Wear Valleys NHS Foundation Trust is one of the largest foundation trusts in the country and their Hotel Services division has been providing high quality services for many years. The Trust serves a population of around 2 million people across County Durham, Darlington, Teesside, Scarborough, Whitby, Rydale, Harrogate, Hambleton, Richmondshire, York and Selby. A team of around 7,500 colleagues provide a range of community and inpatient services across adult and older peoples mental health, children and young people’s, secure inpatient services and mental health care within prisons covering the North East, Cumbria and Lancashire.
TEWV’s Hotel Services function is responsible for the provision of safe, high quality and efficient hotel services to patients, carers, staff and visitors to Trust sites on a day to day basis. Areas covered include housekeeping, porters, stores, catering, coffee shops, reception and transport/couriers amongst others. The Hotel Services team consists of 344 colleagues, the majority of which are part time (68.3%) and manages a budget of £12.4 million. The team has three goals; to co-create a great experience for their patients, carers and families, a great experience for colleagues and to be a great partner. These aims are delivered whilst being mindful of the values of respect, compassion and responsibility. The Hotel Services senior management team has complete commitment and passion towards their responsibilities, compliance and reporting and are fully supported by the inspiring commitment of the front line team members who deliver their services on a daily basis, in occasionally testing circumstances, to their vulnerable residents/patients/service users.
Hospitality Assured is a well respected internationally recognised standard for business and service excellence and is not easily accomplished. Following assessment and verification, the standard of World Class accreditation has been awarded. This is an outstanding achievement for TEWV’s Hotel Services This award is at the top of Hospitality Assured’s scoring framework. This is testament to the commitment throughout the organisational structure to their service users, directorate ethos and core values of the organisation.
Yvonne Watson, Head of Hotel Services, recognises her team’s dedication, “I am very proud of the team and, most importantly, they are very proud of themselves. It is heart-warming their hard work is recognised by an external assessment. The team are passionate about their work and this is very well deserved.”
Max Lawrence, Director of Hospitality Assured said “Tees, Esk and Wear Valleys NHS Foundation Trust Hotel Services are inspirational. They go out of their way to ensure that their patients/residents/service users are treated with respect, humility and above all accomplished high levels of customer service. The work of the team throughout the service from support office to front line team members is delivered with a one-team approach. Achievement of this iconic status is testament to their commitment, after what has been a challenging few years”.