FMJ Facilities Management magazine providing industry-specific intelligence to FM and property professionals
Jason Lindsay, Retail Director, Health & Care, Sodexo UK & Ireland describes how a people-centred approach, along with the judicious use of apps has transformed Colchester Hospital’s food service experience
Research shows that NHS frontline teams are time short and when they do have breaks they need a fast efficient food service, with filling, wholesome food in an environment where they can relax and recover.
Driving efficiencies and creating better workplace experiences is essential in modern healthcare settings, where time is precious and frontline teams are under increasing pressure. When staff have quick access to nutritious food, comfortable places to unwind, and streamlined retail services, it not only boosts wellbeing but also supports productivity and morale. These efficiencies matter, not just for individuals, but for the overall performance of healthcare environments.
While nutritional provision in hospitals is understandably focused on patients, the needs of those caring for them are equally important. A recent survey of 8,573 NHS staff working in hospitals and mental health trusts across the UK revealed that 53 per cent were unable to take regular breaks, with 16 per cent saying they often only had time to grab a quick snack like crisps or chocolate. Long shifts and unpredictable workloads mean that even a 30-minute break can be spent navigating to food outlets, queueing, ordering, and eating, leaving little opportunity to truly switch off.
MODERNISING RETAIL IN HEALTHCARE ENVIRONMENTS
When Sodexo was awarded the contract with East Suffolk and North Essex NHS Foundation Trust (ESNEFT), transforming the restaurant at Colchester Hospital became a core priority. As one of the Trust’s two main acute hospitals, serving 370,000 people across North East Essex and South Suffolk, it required a modern, efficient space capable of supporting both staff and visitors.
The existing restaurant needed a complete refresh to meet the demands of a busy hospital environment. We gutted the previous space and started from scratch, deploying our global Kitchen Works brand with a fully digital food ordering service, designed to maximise staff break times by reducing queueing, speeding up ordering and collection, and providing a welcoming space to recharge.
Through an app, customers can pre-order from wherever they work in the hospital and use click-and-collect, or they can choose to order in-restaurant at our Kitchen Works kiosks. Whether dining in or taking away, their food is ready on arrival. The app also allows customers to customise and save favourites, adding convenience to every visit.
To ensure the new restaurant meets evolving needs, we actively seek feedback through traditional comment cards and in-app submissions. So far, responses have been overwhelmingly positive, with an average satisfaction score of 4.44 out of 5. Comments such as “New restaurant was a surprise! Lovely to see a new clean updated place to come when at hospital. Well done!” highlight the impact of the transformation.
GOOD FOOD MADE EASY
Kitchen Works delivers convenience-led dining with a wide choice of affordable, sustainably sourced meals. Menus are dietitian-designed, fully compliant with CQUIN standards, and provide complete nutritional and allergen information.
From classic hot and cold dishes to themed days, global flavours, and chef specials, there’s something to suit every preference. Street food pop-ups under our Hawkers brand bring tastes from India, Greece, Lebanon, Korea, the Caribbean, and more. Staff discounts and loyalty programmes also make healthy choices easier and more accessible.
Kitchen Works sits alongside other brands operated by Sodexo in hospitals across the UK, including Costa, Starbucks, Greggs and Subway, providing care providers a range of choice for their staff and visitors.
24/7 ACCESS FOR A 24/7 WORKFORCE
With nearly 60 per cent of day staff and 78 per cent of night staff reporting that hunger or thirst sometimes affects their work, round-the-clock access to food is essential. Although the lunchtime window remains busiest, a third of transactions now occur outside peak hours. To meet NHS England’s requirements for 24/7 food provision, we introduced a comprehensive grab-and-go section offering salads, soups, sandwiches, drinks, and snacks at all times, supporting staff across every shift pattern.
SPACES DESIGNED TO UNWIND
Breaks are not only about food, they’re about recovery. The redesigned restaurant includes a range of seating options tailored to different needs: breakout spaces and soft seating for quick downtime, larger community tables for teams and families, and traditional restaurant tables for relaxed sit-down meals.
DRIVING EFFICIENCIES BEYOND THE RESTAURANT
This new digital concept doesn’t just give time back to people—it also delivers measurable efficiencies for our clients, another demonstration of how the power of outsourcing services to experts in their field can unlock innovation and operational improvements across retail services.
By reducing queueing, simplifying service, and enabling staff to make better use of their breaks, Kitchen Works supports frontline teams’ wellbeing while also driving productivity and organisational efficiency. The combination of high-quality food, smart technology, and thoughtful design ensures we deliver on our promise of good food made easy.
Colchester Hospital is now setting a benchmark for what enhanced retail environments can bring to healthcare settings, improved wellbeing, better experiences, and a more efficient workplace for all.
