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Facilities:-

Introduction Members News Past Events

Hotel Services

present a one-day workshop on

CUSTOMERS' EXPECTATIONS

to be held on
WEDNESDAY, 16TH MAY 2001

in the
ATLANTIC SUITE, TERMINAL TWO,
MANCHESTER AIRPORT

The last twelve months has been dominated by the NHS PLAN, and in particular, the PATIENT ENVIRONMENT ACTION TEAMS. There can be few, if any, Facilities Managers who have not been focusing on "patient journeys" and meeting customer expectations!

The aim of this year's Facilities Management Training Advisory Group SPRING CONFERENCE is to bring together all our aspirations of the past year and to evaluate our individual successes. We will hear from key people who have their own views on quality and what they expect from senior mangers working within Facilities.

As Managers we know what we want from our staff. But are we aware of what is expected from ourselves? Our planned programme will hopefully address some of these questions and encourage us to focus on quality as perhaps seen by others.

THIS WORKSHOP WILL BE OF MAJOR INTEREST TO DIRECTORS OF FACILITIES, AND MANAGERS WORKING IN HOTEL SERVICES, ESTATES AND OPERATIONAL AND SUPPORT SERVICES IN THE NHS.

The Atlantic Suite is situated on the mezzanine level of the departures concourse in Terminal 2. From the multi-story car park, access is available via the check-in hall which leads directly to the departures concourse, the entrance to the Atlantic Suite is located on the left-hand side, directly above the Flagship Café and Grill.

COMPLIMENTARY CAR PARKING in the multi-storey car park adjacent to Terminal 2. Delegates collect an exit ticket from the reception area during the workshop and when leaving, drive to the exit barrier and insert the exit ticket - NO CHARGE.

The cost of attending the workshop is £125.00 per person. This includes attendance at the workshop, coffee/tea on arrival, mid-morning coffee tea and pastries, buffet luncheon and mid-afternoon tea/coffee and biscuits.

PROGRAMME

9.45 am Registration and Coffee/Tea Served in the Martinique Room

10.15 am WELCOME AND INTRODUCTION

Chairman - Michael Gallagher
Director of Facilities, Blackpool
Victoria Hospital NHS Trust
(Chairman of the FacilitiesTAG)

10.25 am WHAT ARE OUR EXPECTATIONS ?

Presenter - Keith Christopher
Member of NHS Patient
Environment Action Team,
Member of the Patients Association.

11.00 am Coffee / Tea and Pastries

11.15 am CHIEF EXECUTIVE'S VIEW

Presenter - John Brunt
Chief Executive,
Bolton Hospitals NHS Trust

12.00 noon MEETING EXPECTATIONS - A FACILITIES DIRECTOR'S VIEW

Presenter - Brian Gibbs
Director of Support Services,
Bassetlaw Hospital and Community Services NHS Trust

12.45 pm WELCOME TO MANCHESTER AIRPORT

Presenter - Mike Huddart
General Manager,
Passenger Services,
Manchester Airport

1.00 pm Buffet Lunch served in the Martinique Room

2.00 pm WORKSHOP SESSIONS

Facilitator - Bryan Leaker
General Manager, Butlin's Family Entertainment Resort, Minehead, Somerset

3.15 pm Mid Afternoon Tea/Coffee and biscuits

3.30 pm WORKSHOP SESSIONS

Facilitator - Bryan Leaker
General Manager, Butlin's Family Entertainment Resort, Minehead, Somerset

4.30 pm Close of Workshop

ABOUT THE SPEAKERS

MICHAEL GALLAGHER,

Director of Facilities and Chairman of the Facilities Management TAG, Blackpool Victoria Hospital NHS Trust
Mike Gallagher is a Building Surveyor by profession and is Chairman of the North West NHS Facilities Management Training Advisory Group. He is employed as Director of Facilities by Blackpool Victoria Hospital NHS Trust and is responsible for the delivery of non-clinical support services. The annual revenue budget for the Facilities Directorate is in excess of £12 million and the directorate employs approximately 340 staff (excluding contracted out services) and has a capital budget in excess of £10 million. Mike is an associate Director of the Trust Board and has an extensive involvement in planning the Trust's strategic direction. He is also Project Director for a major re-development of the site, costing in excess of £30 million.

JOHN BRUNT,

Chief Executive, Bolton Hospitals NHS Trust
John Brunt is Chief Executive of Bolton Hospitals NHS Trust and has worked in Bolton for the last 15 years. The Trust provides a full range of secondary services to the population of Bolton and surrounding areas, with a revenue budget of £110m per annum. A major capital development in the mid-1990's enabled the integration of acute services at the Royal Bolton Hospital, which has since won a number of environmental and design awards, most recently being short-listed for two "building better healthcare" awards - Arts scheme in Ophthalmology and acute ward renovations. John has a particular interest in the professional development of managers in healthcare and has had a long involvement with the IHSM as former Regional Chair, National Chair and most recently President of the new Institute of Healthcare Management, formed in 2000 by the integration of the former IHSM and AMGP.

KEITH CHRISTOPHER,

Member of NHS Patient Environment Action Team, Member of the Patients Association and Ex Patient of Victoria Hospital Cardiac Unit.
Keith is a retired professional photographer. Former: Fellow Royal Photographic Society & Fellow Royal Society Arts. 28 years in business with customer care almost as important as photography.

BRIAN GIBBS,

Director of Support Services, Bassetlaw Hospital and Community Services NHS Trust
Brian has been employed in the NHS for over 30 years, holding a number of senior management posts and commenced his employment with Bassetlaw approximately 10 years ago. Over the last few years his interests in quality, benchmarking and risk management have led to the publication of a number of articles and contributions over the range of facilities issues, including participating in various national conferences and he is a consultant editor for Croner's Health Service Risks Publication. As a result of a strategy to improve the quality of services for which Brian is responsible the Trust has been awarded "The Best Maintained Estate in the NHS", "Best Environmental Initiative", "Best Cleaned Hospital", Charter Mark and NHS Plan Exemplar status as part of the Government's Clean Hospital Initiative. A member of the groups formed to produce a National Cleaning Standard for the NHS and Performance Management Criteria in respect of facilities services. The remit of the Project Group is to oversee the implementation of improved standards for facilities within the NHS. As part of the NHS PLAN process, he was invited by Tony Blair, the British Prime Minister, to a meeting in Downing Street, in June last year, to discuss the current concerns surrounding the quality of support services within the NHS.

MIKE HUDDART,

General Manager, Passenger Services, Manchester Airport
Mike Huddart started as a Chartered Town Planner in Local Government for some ten years before moving to Manchester Airport as a project manager on the construction and development of the airport. After ten years of being responsible for major building projects, he moved to operational management which has occupied his last ten years at the airport. Mike started managing the airfield before moving to terminal management five years ago. His current job entails the day-to-day management of 3 Terminals, Engineering and Property, some 500 people and income and expenditure budgets totalling £70 million.

BRYAN LEAKER,

General Manager, Butlin's Family Entertainment Resort, Minehead, Somerset.
Bryan is a retailing, hospitality and catering professional who is currently General Manager at Butlin's Family Entertainment Resort, Minehead, Somerset. He started his career as a Catering Manager with Grand Metropolitan (Compass Services) but soon progressed to Regional Operations Manager. Since that time, he has demonstrated achievements in several diverse areas of business, including Allied Lyons and InterCity, all involving the management of multi-million pound budgets, improving profitability and introducing change culture to support investment. Bryan is a strong team leader with a style that ensures targets are consistently exceeded. He has the ability to maximise peoples' potential, to motivate a team, and to deliver the company's objectives. He is an experienced media professional with extensive television and radio experience in both public relations and crisis consultancy and he also has extensive training skills in conference presentation, direction and organisation. In his present post, amongst many other planned improvements and achievements, he has introduced customer-led business processes which have resulted in increased customer satisfaction. Bryan is success driven with high energy levels and is looking forward to leading the workshop sessions on "Customers' Expectations" at the conference.