Contract Management, Performance, and Quality

At the heart of our operational excellence is the Contract Management, Performance, and Quality Team — a group of dedicated experts ensuring that we deliver on our commitments to clients and maintain the highest standards of service delivery.

What We Do

The team provides agile and effective contract management support across our organisation. Acting as the central point between our clients and internal teams, they manage contract variations, respond to client queries, and lead on performance reporting and monitoring. Their expert knowledge ensures that all contractual deliverables are met consistently and efficiently.

Driving Performance and Compliance

We standardise contract monitoring tools, templates, and processes — including SOPs and LOPs — to maintain a consistent and robust approach to contract compliance. Each month, the team collates, reviews, and submits KPI evidence and detailed performance reports, hosting contract review meetings and performance workshops to ensure alignment and transparency.

Quality Management

At SCL, quality is at the core of everything we do. We operate under two internationally recognised Quality Management Systems to ensure consistent, high-standard service delivery:

ISO 13485:2016

Our Sterile Services Department (SSD) is accredited to this medical device standard, demonstrating our commitment to safe, effective decontamination and sterilisation of reusable surgical instruments across County Durham and Darlington NHS Foundation Trust and wider community healthcare settings.

ISO 9001:2015

This certification confirms that our support services—including Car Parking, Catering, CELL, Clinical Engineering, Domestic Services, Endoscopy Decontamination, Linen, Portering, Security, Switchboard, and Transport—are professionally managed, regularly audited, and focused on customer satisfaction and operational excellence

These accreditations, alongside compliance with the UK Medical Devices Regulations 2002, reflect our dedication to quality, safety, and continuous improvement across all service areas.

Continuous Improvement and Service Development

Continuous improvement is a core focus. The team manages end-to-end qualitative feedback surveys across the company, analysing data to identify trends and opportunities for operational enhancement. These insights drive meaningful change in collaboration with our delivery teams.

System and Cleanliness Monitoring

We oversee the management of the Computer Aided Facilities Management (CAFM) system, ensuring that our services align with contractual requirements. Our Cleanliness Monitoring Officers conduct routine audits in line with the National Standards of Healthcare Cleanliness, generating valuable insights for both service improvement and KPI reporting.

Compliance and Assurance

Our Compliance Team administers and collates key returns such as PLACE (Patient-Led Assessments of the Care Environment) and PAM (Premises Assurance Model). We also manage submissions to the Data Security and Protection (DSP) Toolkit, working closely with the CDDFT Information Governance Team to demonstrate our commitment to data security and compliance with national standards.