Royal Devon and Exeter Hospital Emergency Department

About the project

The Royal Devon and Exeter Hospital's Emergency Department was experiencing a significant rise in patient numbers, with around 104,000 patients annually—an increase of 25% since its last major building update. This growing demand underscored the urgent need for an expanded, modernised facility to enhance patient care and accommodate increasing pressures on services.

Appointed via the SCF Framework, our team successfully delivered a cutting-edge extension while ensuring the hospital remained fully operational throughout construction. Achieving a handover 'Customer Recommended' score of 10/10, the extension has not only expanded the hospital’s clinical services with a state-of-the-art treatment environment but as a teaching hospital, it has also provided a high-quality education and training space for future generations of medical students.

Patient-first approach

Delivering a project like this was challenging due to its location near critical areas like the existing Emergency Department, Intensive Care Unit, and operating theatres, as well as its proximity to the air ambulance helipad and blue light route. This made it one of the busiest and most sensitive environments for construction. Successful delivery therefore depended on effective communication and collaboration within the integrated team to navigate these complex constraints.

Patient-first communication mantra became part of the site DNA. Weekly meetings which involved department heads, the Trust and consultant partners helped steer works and keep everyone updated. Deliveries were coordinated as to not obstruct the blue light route, privacy screens were installed to protect patient dignity and site setup was positioned for quick communication.

Liaison with air ambulance staff also ensured works paused when necessary, and direct lines to ward sisters allowed for rapid response. This all proved vital in maintaining patient care standards while enabling the construction work to progress without disruption.

Communication is vital. Especially with the hospital staff. For example, before we commenced the Fractures clinic refurbishment portion of the project, we visited the staff together and spent quality time on their ward talking through the works – this helped build relationships. Even once this piece of work had been completed, there has been times over the last 18 months, where disruption was seen, yet the staff there are still so accommodating. All clinical service adjacencies have been accommodating, even during smaller knock-through’s we again visited the theatre, having conversations with the matron, Infection Control and the Trusts Health and Safety Team to discuss how and when works would take place, to understand the disruption and give confidence to the clinical team that their service would not be affected by the works. In fact, it’s often these little things that go unnoticed that are real success stories of working in such a complex environment.

Marc Thornton, Capital Projects Manager, Royal Devon & Exeter Hospital

Being flexible in times of change

While the project had clear objectives and goals, the COVID-19 pandemic disrupted plans, requiring a redesign. Flexibility and early engagement was essential for success, with careful phasing, including enabling works and the refurbishment of the fractures department and installation of a temporary modular waiting room, completing first. This phased approach ensured the project progressed smoothly while accommodating the hospital's needs during the pandemic.

The team here, they get it. They're conscious that they're not in their little bubble, they know that eyes are watching and that it's a big, important scheme. They know what's going on outside their world and within the hospital, and that's so important.

Marc Thornton, Capital Projects Manager, Royal Devon & Exeter Hospital