Friarage Surgical Centre sets new benchmark for excellence with IHP team’s outstanding score

Congratulations to our IHP team, the joint venture between VINCI Building and Sir Robert McAlpine, that delivered the Friarage Surgical Centre in Northallerton for South Tees Hospitals NHS Foundation Trust.

They achieved an exceptional 127 out of a possible 130 on the Procure 22 customer satisfaction score, following a recent project end review, reflecting the collaborative approach and commitment to quality throughout the project.

The Friarage Surgical Centre has been hailed as a resounding success following the official handover in May and the commencement of operations in June.

This state-of-the-art facility boasts six operating theatre suites, two minor operating theatre suites, dedicated recovery areas, a Surgical Assessment Unit, staff facilities, and extensive plant rooms – all designed to deliver world-class surgical care for the region.

The Trust have received an unprecedented number of compliments from patients and feedback from the clinical team has been overwhelmingly positive, including comments such as “When problems were encountered, the IHP team were open and honest, tackling difficult conversations early to ensure swift resolution”, and also “The IHP team felt more like an internal partner than an external contractor, demonstrating deep understanding of how operating theatres work and sharing our commitment to getting it right.”

Rob Lees, NEC Project Manager at CCL Solutions Ltd, described the handover process as “one of the best (he’d) been involved in”, underscoring the seamless transition and readiness of the facility for clinical use.

Mark Gardham, Sector Director, IHP, said: "Our partnership with South Tees Hospitals NHS Foundation Trust has been a model of collaboration from the very outset. Working closely with our Central Health Support Team during the PCSA period laid the foundations for a truly integrated approach, and that spirit of teamwork continued right through construction. Together, we’ve delivered a facility that not only meets the highest standards but also reflects the shared commitment and expertise of everyone involved."

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