Case Study: Medscheme, Call Centre Cleaning & Hygiene Service Excellence
1. Client Overview
Medscheme is a leading healthcare administration company requiring high-compliance, hygiene-critical cleaning services across corporate environments. The environment demands:
- Strict hygiene standards
- Measurable service delivery
- Real-time reporting and accountability
- Alignment with client governance structures (CSG-IS)
2. The Challenge
Upon engagement and during operations, several key challenges were identified:
- Inconsistent service verification compared to client expectations
- Gaps in communication and reporting protocols
- Increased scrutiny on proof of service delivery
- Hygiene risks in high-touch and high-traffic areas
- Misalignment between site execution and SLA expectations
- Client dissatisfaction due to perceived service failures despite work being completed
3. Our Approach
Quatro implemented a structured operational recovery and control model, focusing on visibility, accountability, and measurable hygiene outcomes.
3.1 Immediate Stabilisation
- Deployment of senior management oversight
- Daily site interventions and supervision
- Immediate retraining of on-site staff
- Reinforcement of SLA-specific requirements
3.2 Evidence-Based Cleaning Model
We shifted from task-based cleaning to evidence-based service delivery through:
- Implementation of photo-based proof of service
- Introduction of time-stamped task verification
- Use of ATP (swab) testing for hygiene validation
- Structured checklists aligned to the client SLA
3.3 Technology Integration
Rollout of the Atex App for:
- Clock-in and clock-out monitoring
- Real-time inspections
- Incident tracking
- Automated alerts for missed tasks or non-compliance
3.4 Process & Governance Alignment
- Alignment with CSG-IS reporting protocols
- Standardised communication channels
- Daily exception reporting instead of full reporting overload
- Clear escalation structures
3.5 Staff Accountability & Training
- Formal disciplinary processes where required
- Site-specific retraining sessions
- Supervisor accountability through:
- Hourly check sheets
- Daily sign-offs
4. Solution Implementation
| Area | Action |
|---|---|
| Hygiene Control | ATP testing programme introduced |
| Quality Assurance | Daily inspections with documented proof |
| Staff Performance | Training registers and competency tracking |
| Equipment | Ensured correct tools were available and maintained |
| Communication | Centralised and simplified reporting |
| Supervision | Increased on-site leadership presence |
5. Results Achieved
- Significant improvement in client confidence and engagement
- Reduction in service-related complaints
- Improved audit readiness and compliance alignment
- Measurable hygiene improvements through ATP testing trends
- Stronger site-level accountability and ownership
- Faster response times to incidents and client queries
6. Key Differentiators
What sets Quatro apart in this environment:
- Evidence-driven cleaning model rather than assumption-based processes
- Integration of technology with operations
- Strong management visibility and involvement
- Ability to recover and stabilise under pressure
- Deep understanding of corporate SLA and governance structures
7. Client Testimonial / Positioning Statement
Quatro demonstrated the ability to adapt, implement controls rapidly, and restore service confidence in a highly scrutinised environment, positioning them as a reliable and accountable service partner.
8. Relevance to OUTsurance
The Medscheme case study demonstrates Quatro’s ability to:
- Operate in high-compliance corporate environments
- Deliver measurable hygiene outcomes
- Provide transparent and auditable service delivery
- Respond effectively to client escalations
- Maintain consistent national standards
