Avendra International is a leading procurement partner for a range of NHS hospitals, providing tailored solutions to boost efficiency, innovation and sustainability. Combining global expertise with local support, our services and technology save you time, allowing you to focus on what matters most—enhancing the patient dining experience.

Transforming NHS Catering Procurement with Avendra International
by Sangheetha Dhandapani   18 March, 2025

Ashford & St Peter’s Hospitals NHS Foundation Trust (ASPH) serves over 410,000 people across North Surrey, making it the largest provider of acute hospital services in the region. Committed to enhancing patient and staff experiences, ASPH has taken an innovative approach to redefine hospital catering, treating patients, staff, and visitors as valued ‘guests’ rather than just service users.

For years, NHS catering has focused on efficiency over excellence. Under the leadership of Raouf Mansour, Head of Catering and Housekeeping, ASPH has challenged this mind-set, transforming its catering operation into a high-quality, hospitality-driven service that prioritises choice, sustainability, and efficiency.

“We’re not just providing food; we’re delivering an experience,” says Raouf. “Patients are our guests, and we want them to have the dignity of choice, quality meals that aid recovery, and a service that makes them feel valued.”

To achieve this vision, ASPH needed a procurement partner capable of delivering flexibility, supplier choice, and innovation – moving beyond rigid contracts and outdated frameworks. This is where Avendra International became an essential partner in the Trust’s transformation.

The Challenge
Like many NHS Trusts, ASPH was restricted by traditional procurement systems that can often rely on a small number of national suppliers.  They found this approach offered little flexibility and choice and prevented SME’s from entering the supply-chain even though their products were of great quality.

Explains Raouf: “Before, we had to place our catering orders a month in advance with no ability to adjust. If we had more patients than expected, we’d run short. If numbers were lower, food was wasted. It was an inefficient and frustrating process.”

The single-supplier model meant ASPH had limited control over menu diversity and food quality, restricting the ability to source local or specialist products. Without the flexibility to make real-time adjustments, the hospital faced significant food waste, mirroring a widespread issue across the NHS, where wastage is estimated to cost billions annually.

The lack of patient choice further exacerbated the issue. Patients had little control over what or when they ate, making the dining experience impersonal and inflexible. This impacted overall satisfaction and, more critically, recovery outcomes, as nutrition plays a vital role in patient health and wellbeing.

“We wanted to do something different,” Raouf continues. “To create a system where food was fresh, flexible, and sourced from the best possible suppliers while also managing costs and reducing waste. But we needed a procurement partner who could help us make it happen.

The Solution
To address these challenges, ASPH partnered with Pelican Procurement Services, now part of Avendra International, which worked closely with Raouf and his team to develop a new, flexible supplier selection process tailored to the hospital’s needs.

This new model, the first of its kind in NHS catering, allows ASPH to work with multiple suppliers, including 15-20 small and medium-sized enterprises (SMEs) and specialist food providers, alongside larger suppliers.

Confirms Raouf: “This was a game-changer. Instead of being restricted to a couple of big suppliers, we now have the ability to source food from the best providers – whether that’s a local bakery or dessert artisan, a frozen food producer, or a premium coffee supplier.”

The new procurement model, launching in February 2025, introduces much-needed flexibility, allowing orders to be placed just two weeks in advance instead of four. This shift will significantly improve efficiency, ensuring the hospital can better respond to real-time demand while reducing food waste.

By shortening the ordering cycle, the Trust gains greater control over its supply chain, preventing surplus stock and unnecessary food disposal. Additionally, ASPH is no longer restricted to a single, all-encompassing supplier contract. Instead, it hand-picks the best suppliers for specific products, ensuring higher-quality food options for both patients and staff.

“We’ve embraced a more agile approach, working with smaller suppliers who can innovate, pivot, and deliver with flexibility,” says Raouf. “These are businesses rooted in our community, like food manufacturer Coco Labelle in Bracknell, bringing local food journeys to life while reducing food miles. When we conducted blind taste tests, smaller suppliers won hands-down, judged fairly by our dietitians, estates team, procurement, and non-clinical teams.”

Sustainability is another key benefit. By engaging with local businesses, ASPH has reduced food miles, ensuring fresher ingredients while also supporting small enterprises within the community. This shift not only aligns with our Green Plan but also contributes to a more environmentally responsible catering service.

“The Avendra International team didn’t just listen to our vision; they helped us execute it. Working collaboratively with Avendra International, we have created a framework of suppliers following their progression through a tender process.  It is flexible, scalable, and available for other NHS Trusts to adopt”.

One of the most transformative changes is the introduction of an à la carte menu, giving patients the freedom to choose what and when they eat. This greater autonomy empowers patients to select meals suited to their preferences and dietary needs, improving overall satisfaction and supporting better recovery outcomes.

Adds Raouf: “With meal choices now aligned with individual preferences, patients are more likely to eat well, ensuring they receive the essential nutrition needed for healing and wellbeing.”

The Results: A Transformational Impact
The switch from a chilled to a frozen food model will dramatically improve stock management and reduce food waste by 10%, thanks to on-demand cooking, improved forecasting, and customer choice on meal sizes and portions.

Explains Raouf: “Instead of wasting food, we are cooking to order, ensuring quality and reducing costs. And most importantly, patients now have a choice. They can select meals that suit their taste, dietary needs, and recovery process. From fresh, high-quality meals to discharge bags with essentials for their first days home, it’s about providing dignity, care, and choice.”

Beyond ASPH, the new supplier selection process is now available to other NHS Trusts.

“This isn’t just about one hospital,” Raouf confirms. “The new compliant model we created with Avendra International can be used by any NHS Trust. Other hospitals don’t need to start from scratch – it is fully established, and we’re proud to invite any NHS Trust to get involved.”

Through its partnership with Avendra International, ASPH has set a new benchmark for NHS catering, demonstrating that hospital food can be high quality, patient-centric, and sustainable while remaining cost-effective.

By moving away from outdated supplier contracts and introducing a flexible, multi-supplier procurement model, ASPH is focused on delivering a more efficient, higher-quality service that puts patients first—reshaping the future of hospital catering.

Concludes Raouf: “Seeing such positive outcomes motivates us to keep challenging mediocrity and striving for excellence. We deliver one of the best retail catering services in the country, with food that rivals or surpasses many private establishments.

“Three years ago, I had a vision and found Avendra International to execute it. It not only improves standards across the board but helps manage costs, reduce waste, empowers local suppliers, and ultimately offers choice and quality to patients. Nothing makes me prouder than seeing this vision come to life.” 

We get it, and we can help.

If you need support to achieve your healthcare organisation’s goals, or if you would like to learn more about this new framework, get in touch with us: News_Europe@avendra.com.