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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
Essentia Service Level Agreement - Service Specification
[Draft Document for Discussion]
For
Ward Housekeeping
Effective Date: 01 April 2013
Essentia
Document Owner:
Version
Version
Date
Description
Author
1.0
13/1/2013
Service Level Agreement
JJW
DRAFT
Approval
(By signing below, all Approvers agree to all terms and conditions outlined in this
Agreement.)
Approvers
Role
Signed
Essentia
Service
Provider
General
Manager
[Name of Service
lead]
[Name of Customer
lead]
[Ward Name]
SLA/WARD/JJW/V.1
Approval Date
1
Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
Table of Contents
Section
Page
1
Agreement overview
3
2
Our Goals & Objectives
3
3
Working in Partnership
3
4
Review of Agreement
4
5
Your Service & Management Team
4
6
The Service Agreement
5
6.1
The Service Scope
5
6.2
What we need from our customers
5
6.3
What our customers can expect from us
6
6.4
Service Assumptions
6
7
Service Management
6
7.1
Service Availability
6
7.2
Emergency Service Requests
7
8
How to request additional services from us
7
9
What to do if things go wrong
7
10
Relevant Appendices
7
Appendix 1
Service Specification
Work Schedule
Cleaning Elements & Standards
8-9
10
11-15
Appendix 2
Service Pricing for additional Services outside of Scope
16
Appendix 3
Service Line Management Pricing Schedule
17
SLA/WARD/JJW/V.1
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
1. Agreement Overview
This Agreement represents the Service Level Agreement Service Specification
(“SLA” or “Agreement”) between Essentia Hotel Services and [A Ward] for the
provisioning of Environmental Cleaning Services required to support and sustain
the healthcare environment compliant to the following:




Health and Social Care Act 2008
National Standards for Cleanliness in the NHS 2007
National Patient Safety Advisory’s Revised Healthcare Cleaning Manual
2009
A Matrons Charter: An Action Plan for Cleaner Hospitals
This Agreement remains valid until superseded by a revised agreement mutually
endorsed by the stakeholders.
This Agreement outlines the parameters of all services covered as they are
mutually understood by the primary stakeholders. This Agreement does not
supersede current processes and procedures unless explicitly stated herein.
2. Our Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and
commitments are in place to provide consistent service support and delivery to
the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for service provision
between the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:



Provide clear reference to service ownership, accountability, roles and/or
responsibilities.
Present a clear, concise and measurable description of service provision
to the customer.
Match perceptions of expected service provision with actual service
support & delivery.
3. Working in Partnership
The following Service Provider(s) and Customer(s) will be used as the basis of
the Agreement and represent the primary stakeholders associated with this
Service Specification:
Service Provider(s): Essentia Hotel Services (“Provider”)
Customer(s): A Ward (“Customer”)
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
4. Review of Agreement
This Agreement is valid from the 1st April 2013 and is valid until further notice.
This Agreement should be reviewed at a minimum once per year; however, in
lieu of a review during any period specified, the current Agreement will remain in
effect.
The Relationship Manager (“Document Owner”) is responsible for facilitating
regular reviews of this document. Contents of this document may be amended as
required, provided mutual agreement is obtained from the primary stakeholders
and communicated to all affected parties. The Document Owner will incorporate
all subsequent revisions and obtain mutual agreements / approvals as required.
Relationship Manager: Peter Bennett
Review Period: Quarterly
Previous Review Date: N/A
Next Review Date: 31st March 2014
5. Your Service and Management Team – who we are and how to contact us
Head of Service
Peter Bennett
General Manager
Joe Chappell
Site Manager STH
Aidan Cleasby
Site Manager Guys
Andrea Best
Head of Service
Peter Bennett
Office: 02071887188
Mobile: 123456789
Email: [email protected]
Overall responsibility for Service Delivery
Joe Chappell
General Manager
Office: 02071887188
Mobile: 123456789
Email: [email protected]
SLA/WARD/JJW/V.1
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
A N Other
Relationship Manager Guys
Office: 02071887188
Mobile: 123456789
Email: [email protected]
A N Other
Relationship Manager STH
Office: 02071887188
Mobile: 123456789
Email: [email protected]
These individuals will co-ordinate and manage the daily operations of Services
ensuring standards are maintained at all times and dealing with day to day enquiries
from customers.
6. The Service Agreement
The following detailed service parameters are the responsibility of the Service
Provider in the ongoing support of this Agreement.
6.1. The Service Scope
The Cleaning service will meet compliance to a designated ‘High Risk’ area
as determined by the National Standards of Cleanliness 2007 definition:
Required Service Level
Outcomes should be maintained by regular and frequent cleaning with ‘spot
cleaning’ in between.
Both informal monitoring and formal auditing of standards should take place
continuously. Rooms in a high-risk functional area should be audited at least
once a month until the lead cleaning manager and infection control team are
satisfied that consistently high standards are being achieved, after which the
audit frequency may be reduced to no less than twice- monthly
o
Please refer to Appendix 1 for full details of Service Specification
6.2. What we need from our Customers
Customer responsibilities and/or requirements in support of this Agreement
include:


Payment for all support costs at the agreed interval. Methodology to
be agreed with Finance when Trust decision made on how payment to
be made under SLM Please Refer to Appendix 3
Reasonable availability of customer representative(s) when resolving
a service related incident or request
Customer Representative Full
Name
[Mr Ward Manager]
Contact Details
[123456789]
6.3. What our Customers can expect from us
Service Provider responsibilities and/or requirements in support of this
Agreement include:
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B

Meeting Key Performance Indicators
Key Performance Indicator
Meridian Inpatient Survey – ward cleanliness
rated as not very clean or not at all clean.
Meridian Inpatient Survey - toilet/bathroom
cleanliness rated as not very clean or not at all
clean.
Environmental Cleaning Score (National
Cleaning Standards 2007)
National Patient Safety Advisory Compliant Risk
Score.
Target
≤3%
≤6%
≥95%
≥87%
6.4. Service Assumptions – Communication and working together
Assumptions related to provision of services and/or components include:


Changes to services will be communicated and documented to all
stakeholders.
All parties will work together in the spirit of Trust Values
7. Service Management
Effective support of services is a result of maintaining consistent service levels.
The following sections provide relevant details on service availability, monitoring
of in-scope services and related components.
7.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement
are as follows:
Service Times
Scheduled cleaning is undertaken within the times stated below
except where expressly agreed or amended within this agreement
Hours of Service: 07.00 – 19.30
Days per week: 7
Hours per week: 105
Number of Housekeepers: 2
Staff Breaks: Early shift 10.30 – 10.45 with lunch 12.30 - 13.00
Late shift 16.00 – 16.15 with lunch 13.00 - 13.30
7.2. Emergency Service Requests
In support of services outlined in this Agreement, the Service Provider will
respond to service related incidents or emergency requests within 20
minutes
Emergency Bleep 2900
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
8.0
How to request and agree additional Services from us
Non – emergency Services requested outside the scope of this agreement
will need to be discussed and agreed with your Housekeeping Manager with
payment met in accordance with 6.2 above.
9.0
What to do if things go wrong and cannot be resolved to your
satisfaction?
If a dispute arises between the customer and service provider in relation to
any matter which cannot be resolved by the Head of Service such dispute
may be referred to the Essentia Group Director GSTT Client Lead (Amanda
Millard).
Such disputes will be investigated and resolved within 14 days with the
outcome communicated to the customer both verbally and in writing [normally
by Trust E-Mail].
10.0
Relevant Appendices
The Appendices listed form part of this agreement

Appendix 1




Appendix 2


Service Specification
Work Schedule
Cleaning Elements & Standards
Service Line Management Pricing Schedule
Appendix 3

Service Pricing for Additional Services
SLA/WARD/JJW/V.1
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
Appendix 1
Service Specification
What we will do
Scheduled Cleaning
This schedule will be agreed between Nursing and Hotel
Services Housekeeping
Monitoring
Standard
Annually
Areas of Responsibility
Housekeeping staff are responsible for the overall cleanliness
of fixtures, fittings, furniture and the fabric of the buildings
within the constraints of the condition of said items
National Standards of Cleanliness 2007 Specified Risk
The risk level determined by Trust Infection Control for A
WARD is: HIGH RISK
Auditing and Monitoring
Monitoring and audits provide an important indicator of
performance standards. The Trust Environmental Monitoring
officers use a compliant auditing tool known as ‘Credits for
Cleaning’ and will provide audit reports in accordance with the
risk level applied to the ward or functional area.
C4C Audits
C4C Monthly Audit
Local monitoring will be carried out by the local Housekeeping
Supervisor on a weekly basis.
Local weekly
The Housekeeping Manager and Matron will audit the cleaning
performance once every three months.
Every 3 Months
Should standard of performance fall below those required the
Housekeeping team will agree a remedial action plan.
Control of Infection
Cleaning practices will comply with the Trust Infection Control
Policy and procedures at all times
TICDAAC
Additional Services
Requests for cleaning outside of agreed Service Availability in
7.1 should be made via your Housekeeping Manager
Our Service Standards
 Our Teams will work in the spirit of Trust Values and
Behaviours at all times
 Your housekeeper will be helpful and courteous to staff
and patients
 Your housekeeper will be aware and respect patient
privacy and dignity, equality & diversity
 Your Housekeeper will be well presented at all times, in
the correct uniform, footwear, with tidy hair and no
SLA/WARD/JJW/V.1
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B




excessive jewellery, make up or fragrances
The equipment and materials used by your
housekeeper will be serviced and stored in a clean and
tidy area
Your Housekeeper will receive Mandatory training and
be fully trained in all aspects of their domestic duties, to
include infection control and waste disposal
Relief and Agency staff will operate to the same
standards of Trust employees
Your Housekeeper is an integral part of your own team
and should please be treated as such
Exclusions to Services
The Housekeeping team are NOT responsible for the
following:
Works repairs i.e damage to walls or floors
Linen
Bed Making and Mattresses [except Maternity]
Duty rooms
Ceilings, lighting and diffusers
Window Cleaning
Medical Equipment
Bed pans
Staff lockers
Computers/Telephones
Nurse Stations
Body Spills [unless in common areas]
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
Work Schedule
Approx
Time
07:00 –
15:15
Area
All Waste & Washing Facilities including
Toilets
Empty waste bins throughout the Ward. Wipe
and clean waste bins. Replace rubbish sacks
Thoroughly clean all toilets, bidets and hand
wash basins, splash back fittings, taps and
surrounds, toilet brush and holder
Replenish toilet paper, liquid hand soap and
paper hand towel
Clean all bathrooms, showers, splash backs and
fittings, taps and surrounds
Clean mirrors and wipe clean any dirty marks
from walls, doors and frames
Remove chewing gum, sweep, mop vinyl floors
in washing toilet facility
Break
Lunch/Meal
15 Minutes
Ward/Admin Area
Clean bed frames, free standing/fixed fans and
lights – 50%
Damp dust low surfaces skirting boards and
ledges, furniture fixtures and fittings, radiators
and window ledges, chairs and curtain rails –
50%
Clean mirrors and internal glass. Wipe clean any
dirty marks from walls or doors and door frames
– 50%
Dust electrical items, switches, sockets and data
points – 50%
Ward area remove chewing gum, sweep, mop
vinyl floors in washing – 50%
Vacuum any carpets and upholstery, clean and
dust all office areas as designated
30 Minutes
All Waste & Washing Facilities & Toilets
Thoroughly clean all toilets, bidets and hand
wash basins, splash back fittings, taps and
surrounds, toilet brush and holder
Replenish toilet paper, liquid hand soap and
paper hand towel
Ward/Admin Area
Damp dust low surfaces skirting boards and
ledges, furniture fixtures and fittings, radiators
and window ledges, chairs and curtain rails –
50%
Ward area remove chewing gum, sweep, mop
vinyl floors in washing – 50%
Vacuum any carpets and upholstery, clean and
dust all office areas as designated
Carry out programmed periodic cleaning
Housekeeping Store Room & Equipment
SLA/WARD/JJW/V.1
NSC
STANDARD
Frequency
38
Daily
46
47
48
Twice
Daily
+
Check
49
45
Daily
+
Check
Daily
15 17 18 20
24
25
Daily
+
Check
9 12 33a
Daily
22
30
32
Daily
15
17
18 20
14
28
24
25
28
Daily
Daily
Daily
+ Check
Daily +
Check
46
47
48
Twice
Daily
+
Check
22
30
32
Daily
24
25
26
Daily
+ Check
Daily
29
Daily
After use
10
Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
Appendix 1 - Cleaning Elements, Standards & Responsibility Groups
Information from the National Specification for Cleanliness in the NHS 2007
ELEMENTS
STANDARD
RESPONSIBILITY
1
Commodes
All parts including underneath should be visibly clean with no blood and body substances, dust,
dirt, debris or spillages.
Nursing
2
Bathroom hoists
All parts including underneath should be visibly clean with no blood and body substances, dust,
dirt, debris or spillages.
Nursing
3
Weighing scales, manual handling equipment
All parts including underneath should be visibly clean with no blood and body substances, dust,
dirt, debris or spillages.
Nursing
4
Drip stands
All parts including underneath should be visibly clean with no blood and body substances, dust,
dirt, debris or spillages.
Nursing
5
Other medical equipment NOT connected to a
patient, e.g. intravenous infusion pumps and
pulse oximeters
Intravenous infusion pumps, pulse oximeters etc All parts including underneath should be visibly
clean with no blood and body substances, dust, dirt, debris or spillages.
Nursing
6
Medical equipment connected to a patient,
Intravenous infusion pumps, pulse oximeters etc All parts including underneath should be visibly
clean with no blood and body substances, dust, dirt, debris or spillages.
Nursing
7
Patient washbowls
visibly clean with no blood and body substances, dust, dirt, debris or spillages. decontaminated
between patients, stored clean, dry and inverted. Badly scratched bowls should be replaced.
Nursing
8
Medical gas equipment
All parts including underneath should be visibly clean with no blood and body substances, dust,
dirt, debris or spillages.
Nursing
9
Patient fans
All parts including blades/fins and the underneath should be visibly clean with no blood and body
substances, dust, dirt, debris or spillages.
Nursing /Estates
SLA/WARD/JJW/V.1
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
10
Bedside alcohol hand wash, clipboards and
notice boards.
All items should be visibly clean with no blood and body substances, dust, dirt, debris or
spillages. Dispenser no build-up around nozzle. No splashes on the wall, floor, bed or furniture
Nursing
11
Notes and drugs trolley
All parts including underneath and inside of the notes trolley should be visibly clean with no
blood and body substances, dust, dirt, debris or spillages.
Nursing
12
Patient personal items e.g. cards and suitcase
All Patient’s items should be visibly clean with no blood and body substances, dust, dirt debris or
spillages. Loose items such as clothing should be stored away in the locker or bag.
Nursing
13
Linen trolley
All parts including underneath of the linen trolley should be visibly clean with no blood and body
substances, dust, dirt debris or spillages.
Housekeeping /
Nursing
14
Switches, sockets and data points
All wall fixtures e.g. switches, sockets and data points should be visibly clean with no blood and
body substances, dust, dirt, debris, adhesive tape or spillages.
Housekeeping
15
Walls
All wall surfaces including skirting should be visibly clean with no blood and body substances,
dust, dirt, debris, adhesive tape or spillages.
Housekeeping
16
Ceiling
All ceiling surfaces should be visibly clean with no blood and body substances, dust, dirt, debris,
adhesive tape or spillages.
Housekeeping/
Estates
17
All doors
All parts of the door structure should be visibly clean so that all door surfaces, vents, frames and
jambs have no blood and body substances, dust, dirt, debris, adhesive tape or spillages.
Housekeeping
18
All internal glazing including partitions
All internal glazed surfaces should be visibly clean and smear-free with no blood and body
substances, dust, dirt, debris, adhesive tape or spillages. They should have a uniform shine
appearance.
Housekeeping /
19
All external glazing
All external glazed surfaces should be clean.
Estates
20
Mirrors
Mirrors should be visibly clean and smear-free with no blood and body substances, dust, dirt,
debris, adhesive tape or spillages.
Housekeeping
SLA/WARD/JJW/V.1
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
21
Bedside patient TV including earpiece for
bedside entertainment system
All part of the bedside patient TV should be visibly clean with no blood, and body substances,
dust, dirt, debris, adhesive tape or stains.
Patientline
22
Radiators
All part of the, radiator including between panels, should be visibly clean with no blood and body
substances, dust, dirt, debris, adhesive tape or spillages.
Housekeeping
23
Ventilation grilles extract and inlets
The external part of the ventilation grille should be visibly clean with no blood substances, dust,
dirt, debris or cobwebs.
Estates
24
Floor – polished
The complete floor including all edges, corners and main floor spaces should have a uniform
shine and be visibly clean with no blood and body substances, dust, dirt, debris, spillages or
scuff marks.
Housekeeping
25
Floor – non slip
The complete floor including all edges, corners and main floor spaces should have a uniform
shine and be visibly clean with no blood and body substances, dust, dirt, debris or spillages.
Housekeeping
26
Soft floor - carpets
The complete floor including all edges and corners should be visibly clean with no blood and
body substances, dust, dirt, debris or spillages. Floors should have a uniform appearance and
an even colour with no stains or watermarks.
Housekeeping
27
Pest control devices
The pest control device should be free from dead insects, animals or birds and be visibly clean.
Waste Management
28
Electrical items
Nursing / Estates
29
Cleaning equipment
The casing of electrical items should visibly clean with no blood and body substances, dust, dirt,
debris or adhesive tape. Lighting hanging from ceilings with dust should be defaulted to Estates
for cleaning and comments made in report
Cleaning equipment should be visibly clean with no blood and body substances, dust, dirt, debris
or moisture.
30
Low surfaces
All surfaces should be visibly clean with no blood and body substances, dust, dirt, debris,
adhesive tape or spillages.
Housekeeping
31
High surfaces
All surfaces should be visibly clean with no blood and body substances, dust, dirt, debris,
adhesive tape or spillages.
Housekeeping
32
Chairs, stools
All parts of the furniture should be visibly clean with no blood and body substances, dust, dirt,
debris, adhesive tape, stains or spillages.
Housekeeping
SLA/WARD/JJW/V.1
Housekeeping
13
Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
33
Beds
All parts of the bed (including mattress, bed frame, wheels and castors) should be visibly clean
with no blood and body substances, dust, dirt, debris, adhesive tape or spillages.
Housekeeping
34
Lockers
All parts of the locker (including wheels, castors and inside) should be visibly clean with no blood
and body substances, dust, dirt, debris, adhesive tape, stains or spillages.
Housekeeping
35
Tables
Housekeeping
36
Hand wash containers
All parts of the table (including wheels, castors and underneath) should be visibly clean with no
blood and body substances, dust, dirt, debris, adhesive tape, stains or spillages. We need to
check these more thoroughly.
All part of the surfaces of hand soap, paper towel containers should be visibly clean with no
blood and body substances, dust, dirt, debris, adhesive tape or spillages.
37
Hand hygiene alcohol rub dispensers
All part of the surfaces of hand hygiene alcohol rub dispensers should be visibly clean with no
blood and body substances, dust, dirt, debris, adhesive tape or spillages. Dispensers should be
kept stocked.
Nursing
38
Waste receptacles
The waste receptacle should be visibly clean including lid and pedal with no blood and body
substances, dust, dirt, debris stains or spillages. Receptacles should be emptied frequently and
not allowed to overflow.
Housekeeping
39
Curtains and blinds
Curtains/blinds should be visibly clean with no blood and body substances, dust, dirt, debris
stains or spillages.
Housekeeping /
Nursing
40
Dishwashers
Dishwashers should be visibly clean with no blood and body substances, dust, dirt, debris,
stains, spillages or food debris.
Food Service
Assistant
41
Fridges and freezers
Fridges and freezers should be visibly clean with no blood and body substances, dust, dirt,
debris spillages, food debris or build up of ice.
Food Service
Assistant
42
Ice machines and hot water boilers
Ice machines and hot water boilers should be visibly clean with no blood and body substances,
dust, dirt, debris or spillages.
Food Service
Assistant
43
Kitchen cupboards
Kitchen cupboards should be visibly clean with no blood and body substances, dust, dirt, debris,
stains, spillages or food debris.
Food Service
Assistant
44
Microwaves
All microwave surfaces should be visibly clean with no blood and body substances, dust, dirt,
debris, spillages or food debris.
Food Service
Assistant
SLA/WARD/JJW/V.1
Housekeeping
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
45
Showers
The shower, wall-attached shower chairs and curtain should be visibly clean with no blood and
body substances, scum, dust, lime scale, stains, deposit or smears.
Housekeeping
46
Toilets and bidets
The toilet and bidet should be visibly clean with no blood and body substances, scum, dust, lime
scale, stains, deposit or smears. The toilet seat and lid must be lifted up to inspect using gloves.
Housekeeping
47
Replenishment
There should be plenty of all consumables and soap.
Housekeeping
48
Sinks
The sink and wall-attached dispensers should be visibly clean with no blood and body
substances, scum, dust, dirt, debris, lime scale, stains or spillages. Plugholes and overflow
should be free from build-up.
Housekeeping
49
Baths
The bath and any bath mat should be visibly clean with no blood and body substances, dust,
dirt, debris, lime scale, stains or spillages. Plugholes and overflow should be free from build-up.
Housekeeping
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
Appendix 2
Service Line Management Pricing Schedule
This Section will be completed when Trust Finance agree
methodology of reporting for all Trust Services
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Essentia Group Operations - Housekeeping SLA Example – A WARD
APPENDIX 3B
Appendix 3
Service Pricing for additional Services
The Housekeeping Team will be pleased to quote for any services required that
are not listed in this schedule.
Please contact your Housekeeping Manager for assistance
Service Type
Deep Clean – One Free per annum
Deep Clean – additional
Infection Control Clean of Isolation Rooms
Curtains – changing of cubicle
Price
Nil
TBC
Nil
TBC
Carpet Shampoo – Per m2
£15.25 per hour
Flooring – strip and reseal m2
£22.50 per hour
Walls – Washing per m2
£15.25 per hour
Flooring – Hard Flooring stripping and
refinishing
Quote upon requisition request
Refurbishment – Cleaning after
refurbishment [in project work]
Quote upon requisition request
SLA/WARD/JJW/V.1
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