Case Study

NHS Blood and Transplant Service

The NHS Blood and Transplant Service receives approximately 2 million blood donations each year from around 800,000 active national blood donors. As the UK’s largest blood and transplant service, hospitals are dependent on it to support those in need of transfusions and life-saving organ transplants.
Since 2016, Samsic UK has partnered with NHSBT, delivering cleaning services that enhance the experience for patients, donors, and staff. Samsic’s scope includes specialist laboratory cleaning, window cleaning, and porter services across multiple sites. Samsic conducts cleaning and support services across 44 NHSBT sites, including the Filton Blood Transport Hub which processes 1.3 billion units of blood each year.

The Benefits

Samsic maintains a culture of partnership and quality at NHS Blood and Transplant Service (NHSBT), a commitment that has been central to the relationship since the initial contract mobilisation in 2016. With 110 team members delivering cleaning and support services across 44 sites in Southern England, communication with the client has been a priority, to develop trust, alignment, and effective collaboration.  

A key element of Samsic’s quality assurance is our Electronic Compliance Auditing Tool (ECAT), which regularly achieves KPI scores exceeding 95% against pre-agreed standards. This exceptional performance highlights Samsic’s capacity for adaptability and rapid issue resolution, much to the satisfaction of NHSBT. Complementing ECAT, Samsic also achieves an impressive 90% rating on the NHS’s Trust Assured Barrier System (TABS), a critical framework for infection control that minimises cross-contamination risks. 

 Samsic’s strong account management system and acclaimed team recognition package—evidenced by our status as finalists in the 2024 Business Culture Awards and HR Brilliance Awards—have contributed to maintaining low staff turnover across the NHSBT estate. Our people are recognised for their loyalty, hard work, and dedication to the NHS Blood and Transplant Service through meaningful rewards, including certificates and acknowledgment for individual achievements at a company-wide level. 

NHSBT’s sustainability and cost efficiency goals have also been positively affected since the commencement of our partnership. The adoption of innovative cleaning solutions such as Toucan—a chemical-free, environmentally friendly disinfectant—has significantly reduced costs while maintaining exceptional cleaning standards. Toucan’s on-demand production not only lowers inventory needs but also reduces single-use plastic waste by up to 97%.  

Cost efficiency is achieved through continuous improvements within on-site processes for our cleaning teams further enhance efficiency without compromising quality. Quarterly contract review meetings provide a structured forum for evaluating performance and exploring opportunities to improve competitiveness and service delivery. 

The consistent delivery of high-quality services by our engaged and dedicated cleaning team has earned Samsic the trust and appreciation of NHSBT. Client management frequently commend Samsic for its collaborative approach, recognising Samsic as a reliable and valued partner. This strong partnership has led NHSBT to extend Samsic’s contract for an additional two years and expand the scope of services to include new sites across Hertfordshire, London, the South-West, and Southern regions. 

The Challenge

Infection control is paramount for NHSBT, which for Samsic entails strict adherence to the Targeted Automatic Barrier System (TABS), a system which categorises areas based on cleanliness requirements to prevent infection. Non-compliance to TABS can result in severe health consequences for service users, making a deep understanding and adherence to TABS a necessity for Samsic teams. To meet these high standards, comprehensive Good Manufacturing Practice (GMP) training is required for all staff before they begin work on NHSBT sites, with this training being NHS-approved.  

Whilst training is crucial for all Samsic teams, its necessity for patient safety at NHSBT means that Samsic management must ensure that all NHS site teams—from cleaning operatives to reception and porter staff—are well-versed in NHS-specific hygiene and safety protocols. Regular specialist onboarding, alongside ongoing training on Standard Operating Procedures (SOPs), quality controls, and risk management, is additionally essential to maintaining compliance and service quality. 

With 44 sites in which to ensure world-class cleaning and support services, Samsic must balance efficiency, compliance, and resource allocation optimisation for each location, whilst encouraging high team engagement to minimise turnover. 

The Solution

Challenge 1: Infection control and strict adherence to TABS 

Samsic must adhere to NHSBT’s Targeted Automatic Barrier System (TABS), which categorizes areas by cleanliness requirements to prevent infection. Non-compliance can lead to severe health consequences for service users, requiring comprehensive Good Manufacturing Practice (GMP) training for all staff. 

Solutions: 
  • Specialist Training: All staff receive NHS-approved GMP training before beginning work at NHSBT sites, ensuring they understand and follow strict cleanliness requirements. 
  • Tailored Cleaning Solutions: Samsic utilizes NHS-recommended cleaning products for laboratory use, maintaining the stringent cleanliness standards required for these specialist areas. In communal areas, Samsic uses Toucan Eco Active, an NHS-approved, chemical-free disinfectant that eliminates germs and reduces plastic waste by up to 97%. 
Challenge 2: Comprehensive training and ongoing compliance for patient safety 

All Samsic team members, from cleaning operatives to reception and porter staff, must be well-versed in NHS-specific hygiene and safety protocols through regular onboarding, training on SOPs, and risk management to maintain compliance. 

Solutions: 
  • Ongoing Training & Development: Samsic provides rigorous onboarding programs, toolbox talks, and access to specialist courses like Legionella prevention via the Learning Management System. All training plans are communicated with NHS management and regularly reviewed. 
  • Individual Growth Opportunities: Regular one-to-one meetings, apprenticeships, shadowing opportunities, and degree-level courses support team development and career enrichment. 
  • Engagement Initiatives: Toolbox talks gather team feedback for continuous improvement, while the 2024 work council empowers team members to influence senior management decisions. 
Challenge 3: Operational efficiency across 44 sites while maintaining compliance and engagement 

Samsic must balance resource allocation, compliance, and team engagement to deliver consistent, world-class cleaning and support services across 44 NHSBT locations. 

Solutions: 
  • Two-Tier Management System: Dedicated site managers oversee operations at all seven blood centres, while a Key Account Manager ensures communication between Samsic teams, NHSBT management, and senior leadership. 
  • Technology Integration: Quality control auditing software (ECAT) generates detailed, site-specific performance reports each month. These reports analyse quality, finances, audits, and payroll, ensuring operational efficiency. A Time & Attendance system supports absence management and holiday cover. 
  • Collaboration with NHS Management: Samsic works closely with NHSBT to plan future training, identify cost-saving opportunities, and maintain high standards of service across all sites. 

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