At a glance

• Client: Ashford & St Peter's Hospitals NHS Foundation Trust (ASPH)
• Sector: Healthcare
• Challenge: A rigid, single-supplier national contract model left ASPH with limited flexibility, restricted menu choice and food waste caused by fixed four-week ordering cycles.
• Solution: Avendra International helped design a flexible, multi-supplier procurement framework bringing in 15-20 SME and specialist suppliers alongside larger providers, cutting ordering lead times to two weeks.
• Results: A projected 10% reduction in food waste through a cook-to-order model, an à la carte menu giving patients meal choice, and a compliant framework now available for adoption by other NHS Trusts.

About Ashford & St Peter's NHS Foundation Trust

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 mindset, transforming its catering operation into a high-quality, hospitality-driven service that prioritises choice, sustainability, and efficiency.

The challenge: rigid national supplier contracts limiting NHS catering choice

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 solution: a flexible, multi-supplier NHS procurement model

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 results: less food waste and greater patient choice

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.”

Get expert support for your NHS catering procurement

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: hello_UK@Avendra.com.