Medpace is highly satisfied with Cleaning Masters’ cleaning services for its offices and laboratories:

Attention to every detail

Medpace in Leuven consists of two entities: CRO, or Clinical Research Organisation, and MRL, or Medpace Research Laboratories. Alexander Craens is the Office Services Coordinator for the entire site. He and his team describe themselves as highly detail-oriented. Every morning, they ensure that employees and clients have all the office supplies they need and that every area is spotlessly clean. “Cleaning schedules are usually coordinated with the Cleaning Masters team. If there’s a major meeting at 9 a.m., for example, we make sure that room is ready first.”

The Medpace team carries out its own daily quality inspections. “We really pay attention to detail. We walk through the buildings every day, so we’re bound to notice anything that isn’t right. We check windowsills for dust and even inspect the backs of chairs. Every two weeks, Christian, the Cleaning Masters supervisor, and I randomly select a building for a more thorough spot check.” There is a good reason for this attention to detail. As Alexander explains: “Part of our role is to make sure people have a pleasant working environment. And of course, a clean workplace makes that environment much more enjoyable.”

The Cleaning Masters challenge

Medpace currently operates across five buildings. The Cleaning Masters team cleans the offices and staff kitchens, as well as certain laboratory areas. “There are areas where the cleaners are only allowed to clean the floors. This is done under supervision to prevent contamination,” Alexander explains. The Cleaning Masters team is also responsible for managing all waste, including toxic and medical waste. “One designated cleaner ensures that the waste is placed on a pallet ready for transport.”

“The Cleaning Masters team determines the workflow that works best for them. I’m not going to tell them which area or surface they should start with. They work independently and professionally in that respect.”

Tasks like these require particular care, and Medpace has an effective approach to training. “The training consists of two parts. Cleaning Masters is, of course, responsible for the technical cleaning training. The rest is coordinated between us, depending on which tasks each employee is responsible for.” Cleaning staff who work in the laboratories or handle medical waste therefore receive additional training where required. “This is also governed by specific regulations that employees are required to comply with,” Alexander adds.

Consistency and quality

The partnership with Cleaning Masters began in 2022, when Medpace decided to switch cleaning providers. “Our previous provider could no longer deliver the level of quality we required. Staff turnover was high, and constantly having to work with new people created too many safety risks, particularly in the laboratories. The effort involved in training new staff over and over again became too great, and the required quality standards could no longer be maintained.” Medpace retained the cleaning staff from the previous contract when transitioning to the new partnership, while Cleaning Masters took over the facility and administrative support. “We’re very satisfied with the team we have today.”

A second shift

Cleaning Masters also worked with Medpace to address workload management. “We want every member of the Cleaning Masters team to have enough time to do their job properly and meet all the required standards. As a facility team, you always try to address potential issues proactively. Together with Cleaning Masters, we decided to introduce a second shift in the afternoon, giving the morning team more breathing room. We saw a major improvement in efficiency, and the buildings now remain consistently clean throughout the day.”

“Whenever a challenge arises, it is always resolved immediately, or we discuss it together. Communication is always very open.”

According to Alexander, comments or complaints are rare. “The employees receive their schedules from me and the supervisor, but they determine the workflow that works best for them. I’m not going to tell them which area or surface they should start with. They work independently and professionally in that respect.”

Looking ahead

Medpace plans to move to new, larger offices and laboratories in the coming years. This will involve a new tender process, but as far as Alexander is concerned, the outlook is positive. He rates the partnership between Medpace and Cleaning Masters at 85 to 90% and offers a concrete example to illustrate his confidence: “There have already been several changes. We expanded into the building next door, and that transition went smoothly as well.”

A significant part of that satisfaction is also down to Christian, the Cleaning Masters supervisor. “Things work very well with Christian. Whenever a challenge arises, it is always resolved immediately, or we discuss it together. Communication is always very open.” And when Alexander is asked to sum up the partnership with Cleaning Masters in three words, his answer is clear: “Flexible, proactive and reliable.”