Six months on: FM Innovation Awards Healthcare Winner

by Tiffany Paczek
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FM Media is recognising and celebrating innovation and excellence within the facilities management industry through its FM Innovation Awards, the first of which was held in early 2018 and saw a ceremony and celebration on day one of the Total Facilities expo.

The inaugural awards celebrated five categories within FM: Healthcare, Workplace, Hospitality, Education and Multi-Residential, as well as crowning an Overall Winner.

The worthy winner of the Healthcare category was Northern Health for its Patient Feedback Tablet, which was delivered and nominated by ISS Facility Services.

Northern Health had a keen desire to improve upon its results in the Victorian Health Experience Survey (VHES) and lift its patients’ perception of the hospital’s efficiency and cleanliness. Together with ISS, Northern Health introduced a real-time patient feedback tablet, which has provided insights into patients’ experiences of the hospital and has helped to continually improve service, improving response times and positively interacting with patients.

The tablet survey is brought to the patient’s bedside to gauge their immediate impression of the services, including cleaning and catering. It’s easy to use, with patients selecting from appropriate smiling or frowning faces to indicate their level of satisfaction, and also allows them to write comments.

The results of this innovation have improved ward cleanliness and patient food quality, and overall the tablet survey has led to improved VHES results and better patient experiences at Northern Health.

Now six months on from the awards, FM Media sits down with Rebecca Robinson from ISS to chat about the experience of winning.

FM Media: What is your opinion of the awards and what has winning meant for ISS?

Rebecca Robinson: The night was was really fantastic; it was really good to be alongside other people who were recognised for the other categories. For us, winning the award meant we received recognition for ourselves and our client Northern Health, and for the work that we put into improving patient experience at the hospital.

FM: What’s happened in the six months since winning the award?

RR: Internally, and also across the hospital, the recognition was well received, particularly coming  from a prestigious magazine like FM. It was really good to receive and having received that recognition, we’ve thought a lot about what’s next for the project. It’s really highlighted how important innovation is in health, and within the business to make improvements, and so we’re onto the next stage of the process. We’re trying to understand how to improve the patient experience and how we can positively impact the patients.

FM: Would you recommend for other projects or facilities to enter into the awards? We do have the next round of awards open for submissions.

RR: Absolutely, yes. We definitely will and you will be hearing from us again.

FM: Anything else you’d like to mention about ISS and the awards, or Northern Health?

RR: I just wanted to add that we are a patient-focused organisation; what’s really important for us is that we’re engaging with our workforce and also empowering them to be able to engage in it and improve the patient journey. So, what’s important for us is understanding the journey and being able to follow up feedback from a patient in real time, by their bed, and remedy any complaints they might have immediately. So I think being able to give that empowerment to our team is really important.

For more information on the FM Innovation Awards, submission guidelines or to enter the 2019 awards, visit


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