More than service

Capital Linen Service
Thursday, 26 May, 2022


Capital Linen Service is a high-quality linen rental and laundering service that provides reliable, quality care for aged care providers.

For more than 40 years, this ACT Government-owned business has serviced the Canberra community. In recent years services expanded to include Wagga Wagga, Goulburn, Gundagai and Queanbeyan. Capital Linen Service prides itself on being trusted as one of the most reliable and responsive providers of high-quality, good value and innovative linen and laundry services.

Capital Linen Service provides exceptional customer service and care to health, hospitality and aged care providers. Capital Linen Service’s investment in new technology and equipment, matched with their knowledgeable, innovative and result-driven workforce, ensures that services are provided to customers efficiently, on time and safely.

Capital Linen Service processes 8,000 tonnes of linen each year, with over 140 staff. The mostly automated laundry facility has the capacity to ensure stringent quality and infection control standards are met for the more than 200 tonnes of linen processed weekly.

Sustainability and Their Community

Capital Linen Service cares about the environment and the community. They have replaced and upgraded air compressors, boiler heat recovery systems, water extraction press equipment and switched to LED lighting to reduce their carbon footprint. As an equal opportunity employer, Capital Linen Service is proud to employ people of all abilities.

The Service

A linen rental service is provided by Capital Linen Service to aged care and nursing homes. The linen they provide is hotel-quality linen to ensure residents feel right at home.

Linen items include 100% cotton towelling items, crisp sheeting, and care aids such as adult feeders and reusable bed pads.

The customer’s regular linen requirement is ordered through the friendly customer service team the day before scheduled delivery. This will then be delivered the very next day in clean and covered linen trolleys. The helpful driver will also collect the soiled linen.

One of the advantages of the service provided by Capital Linen Service is that linen volumes and expense is in the complete control of the customer. There is also no initial investment in linen and trolleys required by the nursing home. This benefit can usually save the facility between $60 000 to $150 000 on investment expenses.

Infection Control Practices

Working with aged care providers, Capital Linen Service has implemented a stringent linen isolation procedure to assist their customers in minimising the risk associated with COVID-19.

Capital Linen Service is AS/NZS ISO 9001:2015 certified and adheres to AS/NZS 4146:2000 Laundry Practice. This ensures linen is thermally and chemically disinfected for nursing homes and aged care facilities, to maintain consistently high standards of infection control.

From the onset of the pandemic, Capital Linen Service has adopted COVID-19 safe operating procedures to ensure continued supply and reliability. These procedures include:

  • Providing special identifiable bags in a range of colours.
  • The supply and testing of purpose-specific completely soluble bags.
  • Additional training and upgraded PPE for staff to ensure infectious linen is safely sorted and handled.

Capital Linen Service knows that infection control management is critical. Microbial testing is routinely carried out by Capital Linen Service to verify that linen and surfaces have been disinfected/cleaned thoroughly and to ensure that biofilms do not develop on the surface. Surfaces that are tested include: linen, trolleys, folding tables, trucks etc.

What sets them apart from their competitors

Capital Linen Service’s systems have been designed around the need for transparency and accountability regarding safety, timeliness and quality in every aspect of their service delivery. They provide customers with the assurance that they are receiving the best possible quality service, at the best possible price. Their processes provide assurance that linen is clean from a health standard perspective. Their dedicated customer service team has a close personal relationship with their customers, with regular, ongoing contact.

They are committed to providing the highest standards of quality and reliability, as well as valuing all aspects of sustainability including a demonstrated commitment to environmental and community issues.

They measure their service quality through the Net Promoter Score which is an internal measurement tool that gauges the loyalty of Capital Linen Services’ customer relationships. As an accountability indicator, they achieved 98.9% in linen order fulfilment and a “World Class” Net Promotor Score of 74.

Some examples of feedback from their customer survey include:

  • “Takes ownership and responsibility for the quality of their service delivery.”
  • “Provides a consistent service.”
  • “Quality linen.”
  • “Always help with any extra requests we have, prompt service, quality product.”
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