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CASE STUDY

The Princess Alexandra Hospital

HCE transforms The Princess Alexandra Hospital dining experience

  • Client

    The Princess Alexandra Hospital

  • Location

    Harlow

  • Industry

    Healthcare

The Princess Alexandra Hospital in Harlow provides a full range of general acute, outpatient and diagnostic services. It has around 450 patient beds and employs over 3,500 members of staff across medical, catering, facilities and logistics.

As part of the hospital’s quality of care and experience mission, the team at Princess Alexandra instigated a project to refresh the Alexandra Restaurant, a highly used on-site eatery catering for both staff and visitors alike. After being impressed with the work of HCE Foodservice Equipment at another hospital, Claire Bishop, Chef Production Manager, introduced the Trust to Shaun Lawrence, Direct Sales Director at HCE, as Shaun explains:

‘The Princess Alexandra Hospital invited me to join the team to discuss the project and help identify their needs and wishes within the brief. At that point, they’d appointed an architect to design the full area. However, they required a specialist to advise on setting up the most effective facilities and catering equipment required for front and back of house.’

HCE was tasked with designing the main staff restaurant to increase food display areas, adding additional seating, creating a dedicated coffee bar area, and resolving queuing issues to address operational shortcomings. Jasmina Choukair, Strategic Head of Facilities and Property Services, explains why this was so important:

‘There was a need to refurbish the whole eating area because it was quite outdated. The Trust is focused on our people and places, so we wanted to ensure that the investment we were making was providing a totally new experience. Whilst we serve the public, our staff are our biggest customers and we wanted to make sure that the Alexandra Restaurant provided a really nice, open and fresh area for them to come and take a break away from the wards or their desks.’

A good-working collaboration between HCE’s project team, the architect, and the hospital facilities was paramount in ensuring successful planning and execution, as Shaun explains:

‘We hit it off with the architect from day one because she knew her skills, what she could bring to the table and equally we knew how we could assist in her making it reality. We quickly set to work designing the main areas, provided detailed flatline drawings, 3D visual elements, and some CGI’s as well so the Trust could fully understand the final plans, and equally could easily visualise the branding of the restaurant as well. We worked with them to ascertain the best colours and textures of all materials, such as the Staron Solid Surface Work surfaces and moisture resistant MDF with laminated facias which were chosen for durability and aesthetics.’

With a short timeframe of 6 weeks and the need to keep the restaurant open, Claire was astonished at how great HCE were at adapting themselves to the requirements on site:

‘Once HCE were on site, it was a very smooth process. We separated the two catering areas in order that we had one section of our department running. HCE kept us up to date on progress and handed each area back to us on time, but only after we were all trained on every aspect.’

As with all major projects, the Princess Alexandra wasn’t without its challenges, as Shaun explains:

‘One of the biggest challenges we faced once we were on site was around the services. There was no plumbing available within the cafe area, so we had to bring this up from the basement area. This led to challenges around concrete cutting as we were core drilling through the concrete base to bring all that pipe work up meaning we had to fire protect those areas. One of the other challenges we had was getting power to the area. We couldn’t come from below, so it meant bringing this in from above, however the design didn’t really allow that, so we had to adapt the design to ensure that we able to put power poles into position and allow the equipment to be powered from the poles each side.’

By addressing the design brief, overcoming challenges, coordinating efforts effectively, executing the installation with precision, and providing thorough handover and training, HCE ensured the successful transformation of PAH’s culinary facilities, ultimately enhancing the dining experience for staff and visitors alike.

For Jasmina, working with HCE has been a very successful partnership:

We had a grand opening of the cafe and HCE kindly provided Shaun on the day to cut the ribbon. Throughout this project we have has a really good working relationship with HCE. Even after it has been completed, if anytime we have an issue we simply let them know, and they come out very quickly. They have provided us with service knowledge that has been imperative to some other elements of the café. We really appreciate the work that they’ve done and how they work with us.

Jasmina Choukair

Strategic Head of Facilities and Property Services, The Princess Alexandra Hospital NHS Trust

Claire adds:

I would 100% recommend HCE. We’ve got exactly what we wanted out of the project, and I would certainly highlight the benefits of using them to others. I’m thrilled with the final result. Once HCE were on board, everything was done perfectly. Excellent.

Claire Bishop

Chef Production Manager, The Princess Alexandra Hospital NHS Trust

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