Case Study: Calvary Mater Newcastle Hospital achieves centralized help desk, automated KPI‑based performance management and cost/time savings with Service Works Global

Managing FM service delivery at a prestigious PPP healthcare contract

Service Works Global (Service Works International) implemented its QFM integrated workplace management software for Medirest and Novacare to manage the Calvary Mater Newcastle Hospital under a 28‑year PPP. The challenge was to centrally control multi‑site, multi‑service soft facilities across a complex contract with 870 KPIs and performance‑based payments that required transparent, accurate abatement calculations and tight operational accountability.

QFM delivered a centralised help desk and integrated performance management with automated abatement calculations, flexible task escalation and extensive reporting. The system logged over 20,000 calls in 2009, provides 270 standard reports and helped achieve 95% of tasks rectified within 24 hours, delivering improved transparency, continuity of service and clear time and cost savings for the contract.

Calvary Mater Newcastle Hospital

John Richardson

General Services Manager