In 2016 December, a GP surgery, based in London asked us to provide then with a cleaning quotation. We are always happy to help new clients as well as existing client to achieve the highest level of cleaning possible. They agreed for us to become there cleaning provider and we were delighted – 1 more customer!
We began cleaning in 2017 till date. This case study is to highlight our journey with this GP surgery, how we worked with them to improve the their CQC rating with 1 year.
CQC rating system
What was the problem?
The surgery had carried out their cleaning in house, which had been sufficient for them. But in recent times they had a CQC inspection and they were rated as €œrequires improvement€ (orange). Any health centre on this rating have not met the expectations required to have a good or outstanding and this means it can do better on various matters, cleanliness being one of them. This was the reason why we were invited to provide a professional cleaning service that meets the requirement.
We must say that the surgery had a system that worked for them but it was not a complete system as the cleaning process was not fully documented and there was no cleaning specification that fully outlines all the areas of the surgery (the level of cleaning they need on a daily/weekly/monthly basis) and committed those areas to the cleaner’s able hands. As a result, some areas that are hard to reach, high levels and internal surfaces of cabinets were not being cleaned as they should.
What we did and how
Green Heart Cleans approach to cleaning is to clean everything in the room, of course, the cleaner will be limited by time and reach but we believe a proper cleaning carried out by a professional cleaner should include all aspects of the area being cleaned. The cleaner cleans in the order of priority and according to the time available. First of all, here are the cleaning needs of all GP surgeries, some require more cleaning than most but in this case we decided that this GP surgery needed the following:
- A thorough cleaning of all surfaces, removing hand print, stains and most important dust from all corners and surfaces especially top levels and interior of drawers and cabinets.
- Infection control procedures and prevention method were not consistent, we had to ensure that our staff are infection control trained and made aware of the sources of infection and how to minimise them through proper cleaning.
- Colour coding was changed so that the surgery now operates the national colour coding scheme which can be considered as the industry best practise for colour coding. This change will help all staff, including cleaner to work together knowing what is being used for cleaning and can collectively prevent misuse of cleaning items in the wrong areas of the surgery.
- In addition to the above, lack of proper labelling and data sheet to identify the safety measure to be flowed in case of accident were missing. All our products have the correct labels on them and the cleaners are aware of what each product are used for and where to go to for urgent information (datasheet – accessible to all cleaners).
- On of the major changes that our team brought in was the documentation of the cleaning process. This includes cleaner’s signing-in information, cleaning activities carried out on daily basis, record of any audit or improvement that has taken place as well and information about cleaning clothes and mop heads (when they are changed and how often they are changed).
To ensure that our cleaning process is in line with the CQC, we had to fine tune our own methods along the line. This experience was great for us because we saw the need for a thorough, consistent cleaning process that is reliable and effective. Here are some of the things we learnt along the line:
- Frequent audit: our aim is for the cleaning to be as spotless as possible, so we decided to audit the cleaning monthly. We also made the practice manager aware of the issues we have identified and what we are doing to improve those issues. They can also see the improvement the cleaners have made month on month. GP surgeries are public places and can be very dusty within a short period of time. Our frequent auditing system helped to pick out many areas to focus on before any of them becomes a big issue.
- Cross contamination: we identified that the microfibre cleaning clothes we used were the best for cleaning but they are not so hygienic to maintain because the cleaner’s cupboard it also in the boiler’s room and the wet clothes become worm and therefore become a germ friendly host. We decided to disposable clothes (which cost more) but we know that they eliminate risk of infection. This was a success, it also helped to improve the quality of our cleaning as there are no more warn out, raggedy cleaning clothes sneaking into the cleaners’ hands.
- A clear schedule if cleaning: We updated our cleaning schedule document 3 times, when we notice certain improvements that needed to be made in order to clarify our expectation from our cleaners and to ensure that we can present the cleaning documents to CQC as a proof of a proper cleaning process that being monitored, which also evolves and to meet the current needs of the GP Surgery.
- Finally, communication: we made sure that we are working together with e practise manager to ensure that we are on top of the cleaning end of the equation and that we take the overall hygiene of the practice very seriously. This improves communication led to working together to tackle various issues over the year.
The proof of all our hard work was shown when CQC decided to come back for a re-inspection. To our amazement, our client has regained the €œgood €œrating in early 2018. The comments made by the inspectors in that the cleaning has €œsignificantly€ improved. We know it was a team effort between Green Heart Clean and the GP practice, it is great to work with a client and see the result. To keep the effort going and to prevent slacking, we did not just improve our processes for the GP surgery, we are ensuring that the improvements made at the surgery flows into other sites we clean. We have also carried on with the monthly cleaning audit (which is still proving to be a good idea).
Green Heart Clean is committed to improving the quality of cleaning on all our site and we are a very teachable company. We embrace technology the use of the most feasible environmental friendly cleaning products ensure that the environment is minimally affected by our cleaning activities.
As you can read from this case study, we work with GP surgeries and health centres that need a forward-thinking cleaning company to work with. Having green Heart Clean as your medical facility cleaning provider will make a huge positive impact to your organisation. We don’t just offer cleaning service to health centres only, we work with schools, restaurants and offices in London, Peterborough (Cambridgeshire), Loughborough (Leicestershire), Grantham and Chesterfield.
Give us a call today and we will do our best to help you improve your cleanliness. If you have been downgraded by the CQC and need to change your company urgently, please call us ASAP and we can arrange a site tour and see what sort of help you will need.