Background
The Trust was looking for support in a number of areas under the banner of developing and implementing a new retail foodservice strategy across both hospitals. A multi-million pound new front entrance was being developed during 2021/22 at Hull Royal Infirmary which would have a range of new catering outlets and the Trust’s vision was to re-energise the remaining retail units to provide a consistent retail experience for users of the outlets.
Brief
Litmus Retail was engaged to review the existing services prior to our appointment to support the new strategy which we completed during 2020/21. Part of this review incorporated an options appraisal covering the opportunities for the Trust at each retail outlet. We were subsequently approached by the Trust to work with the facilities team to identify a strategy that would improve the retail offer and drive revenue for the Trust across the estate.
Approach
We reviewed our options analysis and recommendations from our initial report and put together a proposal that focused on the following areas with some direction from the Trust:
- A programme to outline the retail strategy incorporating the development of a new retail foodservice approach for both Trust hospitals;
- Leadership of an in-house bid to design and operate a new coffee bar at Hull Royal Infirmary;
- Support in the design and mobilisation of the new staff restaurant at Hull Royal Infirmary; and
- Support of a new food-to-go operation for patient and retail foodservice items.
These areas of activity were split into distinct workstreams led by Litmus Retail working with team members from the Trust. Additional team members from Litmus were also involved in the project based on their experience and strengths.
Outcomes
All workstreams had defined ownership, activity, outcomes, timescales and cost. Over a period of eight months during 2022 the workstreams were developed, implemented where possible, refined and signed off by the Trust team. The outcomes were as follows:
- The development of a retail strategy document that incorporated a new Trust retail approach;
- The development and implementation of a new retail foodservice brand owned by the Trust to be implemented across the estate;
- A jointly developed approach for a new retail food-to-go methodology incorporating patient and consumer sandwiches, salads and grab-and-go items; and
- A new staff and visitor restaurant at Hull Royal Infirmary utilising the new retail foodservice brand.
