Spearhead Service Brochure - Final December 2020

TAKING CARE OF SERVICE www.spearheadhealthcare.com 0345 180 1800

Why work with the servicing team? The Service Department at Spearhead engage with Care Homes, Care Home Groups and Care Providers providing tailored service contracts; ensuring Care Establishments have all necessary cover for moving and handling equipment, providing a seamless service allowing you to concentrate on your client and staff needs, confident your equipment is safe and suitable for use. Spearhead have a well established reputation as a solutions-orientated, UK-wide service provider with flexible Planned Preventative Maintenance contracts creating long lasting successful relationships. With a track record of fixing 94% of breakdowns on the first visit, within 20 hours of being notified*, our servicing team maintain and service all makes and models of equipment, including pressure care equipment. Spearhead’s facilities and approach to servicing can help you keep your Care Home run smoothly, enhancing your image. We hold ourselves to the highest standard of professionalism, workmanship and first fix rates. We have: Directly employed and trained Engineers strategically placed across the UK Comprehensively stocked vans - facilitating a 94% first fix rate Comprehensive insurance cover 24-hour breakdown reporting facility Easy to use customer centric web portal State of the art decontamination facilities Customer satisfaction rate of over 95%* Over 98% of our clients renew their contracts* Live tracking of your jobs and equipment status *From data collected July 2019 02

Why service your equipment? Ensuring that your equipment is fit for purpose and serviced to the highest standards provides peace of mind not only to Care Home Managers and Operators, but also your clients. PUWER 1998 states that equipment is ‘suitable for intended use, safe to use, maintained in safe condition and inspected’, Spearhead have positioned our services to exhaust the requirements of PUWER & LOLER 1998. Service and maintenance routines performed by our trained engineers meet and exceed the regulatory requirement, set out in LOLER 1998, PUWER 1998, BS5827, BS EN ISO 10535, and guidance incorporated in the Regulation of Care Act. New legislation is proactively tracked ensuring compliance at all times. We interact with manufacturers and government agencies to ensure unrivalled, cutting edge service procedures and reporting for our clients. Equipment Spearhead LOLER PUWER HSE Hospital Bed Service 1998 1998 ACOP Assisted Bath Patient Hoist & Standaids Patient Weighing Scale Sling Air Pressure Mattresses Service & Contract Support T: 0345 180 1800 > Option 2 | E: [email protected] 03

Planned preventative maintenance – how & why With a planned preventative maintenance (PPM) contract for your moving & handling and pressure care equipment from Spearhead, rather than waiting for a malfunction or a fault to develop, repairs and inspections are carried out by trained, expert engineers at regular intervals in accordance with regulatory compliance, to keep your Care Home running smoothly. Benefits of PPM with Spearhead Stopping small faults from turning into larger issues Mitigating the threat of unplanned downtime and lost productivity due to malfunctions Keeping equipment running for longer, saving our clients money in the long run Allows for a smoother service through managed maintenance schedules Spearhead’s online system provides transparent, easy to access reporting, for information sharing across your organisation Flexible terms and pricing to suit your organisation’s needs With detailed information of your equipment on our system, we can ensure we arrive with the right parts, allowing us to provide a high percentage first fix rate on your breakdowns With pressure care items, we can provide a replacement loan unit, guaranteeing a next day serviceable solution, free of charge; and we will ensure your items are returned to you fully cleaned and decontaminated in our certified OTEX Decontamination system 04

Case study Servicing to meet your needs Walker Healthcare are a leading provider of high-quality healthcare establishments across the UK and focus on providing excellent working partnerships that put their residents first to deliver top quality Care in comfortable environments. As with all Care establishments, Walker Healthcare has engineers can fix issues on their first visit, thus further an ongoing requirement to service a wide range of improving our already high first-fix rate. patient Care and moving and handling equipment. They During the Covid-19 pandemic, many obstacles to selected Spearhead as its service provider of choice, due attending breakdowns and servicing came in to play; to our customer-centric approach and quality of service and the limited ‘face to face’ interactions allowed that we bring to each job. between people made the servicing of equipment in For nearly 20 years Spearhead have attended Walker Care Homes particularly difficult for service providers. Healthcare sites, including Ferryfield House, to We worked closely with staff at Walker Healthcare to complete all required services including servicing of find an effective solution to these limitations, and we equipment, LOLER Inspections, breakdowns, and parts minimised disruption with frequent communications fitting. Our average attendance time to call outs from and full PPE provision, along with numerous new safe Ferryfield House is 27.56 hours, across three years, working practices and procedures. in which we raised 90 call outs on our system. This The partnership between Walker Healthcare and fast response time is possible through well-located Spearhead is a great example of how Walker engineers, quick responses from the office team with Healthcare’s drive towards operational efficiency fits fast and clear communications, well stocked engineer perfectly with Spearhead’s high quality of service and vans, and a solid working relationship. Moreover, in the Care, as well as the flexibility and willingness to adapt effort to further improve efficiencies, we have worked to ensure that our customers get the exceptional service with Ferryfield to stock some essential and the more levels that we hold ourselves to. frequently used parts at Ferryfield, so that Spearhead I have been a Spearhead customer for over 20 years and always found the Spearhead Team very friendly, helpful and professional. Kim McKinney, Building Manager, Ferryfield House Service & Contract Support T: 0345 180 1800 > Option 2 | E: [email protected] 05

Mattress rental services Spearhead’s Mattress Rental services provide easy to use long-term rental and short-term hire solutions of pressure care equipment for Care Homes. Should circumstances arise where you urgently require specialist pressure care equipment for your residents, we can help to alleviate the need of the unaffordable capital expenditure associated with the purchase of pressure care mattresses. Our Mattress Rental services can also help you maximise your ability to quickly admit new clients with special requirements and help you quickly adapt to changing needs within your Care Home. Spearhead’s Mattress Rental services deliver: Rapid Delivery ensuring patient care is not compromised Delivery and decontamination included in rental costs Fast & efficient replacement systems in the unlikely event of equipment failure All Systems are certified as fully operational and OTEX* decontaminated prior to dispatch 5 Year Contract 3 Year Contract 2 Year Contract Replacement Mattress System, Bariatric £20.15 p/wk £35.00 p/wk £50.00 p/wk £15.00 p/wk £22.50 p/wk Replacement Mattress System £10.50 p/wk £7.75 p/wk £12.50 p/wk Overlay Mattress System £5.00 p/wk Cushion System Overlay system Replacement system Bariatric Replacement system £15.00 p/wk £20.00 p/wk £35.00 p/wk £70.00 p/wk Please note prices are based on a minimum of 5 mattresses being taken at any one time and is subject to a delivery, collection and decontamination charge of £50. Prices include costs, parts, full service calibration and saftey and cycle checks where applicable. Prices as displayed exclude VAT which will be included in invoice. 06

Mattress servicing & breakdowns As with other equipment in your Care Home, Spearhead offers PPM contracts for all types of pressure care equipment as well as reactive cover and repair in the event of a breakdown. Our process for this differs from the servicing of other equipment, which would be undertaken on site. When your Air Mattresses and Cushions are being serviced, we would arrange for your mattress and cushions to be sent to our site to undergo the highest levels of cleaning and decontamination through our OTEX* Decontamination system. Loan systems are available in order to minimise disruption to patient services. Guaranteed next day serviceable solution – Loan systems provided free of charge to clients on PPM contracts Infection controlled zone to prevent cross contamination Full decontamination included in every service with our OTEX* cleaning system Full cycle test carried out and PAT tested before being returned *Our OTEX Disinfection & Decontamination system is currently the only certified decontamination system which can be used for this purpose, and has been proven to be the most effective method for removing bacteria and viruses including SARS-CoV-2. Service & Contract Support T: 0345 180 1800 > Option 2 | E: [email protected] 07

The Service Department at Spearhead, with our UK-wide network of certified, trained engineers, extensive range of flexible solutions, state of the art reporting and decontamination systems, as well as enviable first fix rates, provide the best standard of servicing to our clients. We would love to speak to you about how we can help service the needs of your Care Home. Get in touch today! Riverside Business Park, 4 Symington Pl, Irvine KA11 5DE T: 0345 180 1800 > Option 2 F: 0345 180 3800 E: [email protected]