“It’s more than just a job for us, it’s a vocation”
Operations Director at Mount Charles Group explains how the facilities management company sets itself apart in the healthcare catering industry
No two days are identical for Stacey McAlister, Operations Director at Mount Charles Group.
That’s because the facilities management company – a major provider of cleaning and catering services within the healthcare industry – is constantly delivering tailored services across complex clinical and residential care environments.
Operating in both Northern Ireland and the Republic, Mount Charles provides catering, cleaning and combined services for various clients including Radius Housing, Clanmil Housing, the Simon Community and Depaul Housing.
With over two decades of sector-specific experience, Mount Charles’ reputation has been built on consistency, compliance and a strong culture of care – qualities its Operations Director believes distinguish it from its competitors.
“We do much more than simply service contracts,” said Stacey, who oversees the family-owned company’s healthcare operations.
“This is people’s health, their dignity, their comfort. You can’t afford to get that wrong.”
With more than 20 years’ hands-on experience in healthcare environments, Mount Charles has developed a profound understanding of the sector’s operational challenges – from strict nutritional requirements and hygiene protocols to staffing shortages and regulatory scrutiny.
“At Mount Charles, we believe that our work isn’t just about putting meals on trays,” said Stacey.
“It’s about making sure every single aspect – from the visual appeal of the food for dysphagia patients to infection control in clinical spaces – is managed with expert precision.”
This specialist knowledge is essential in high-stakes environments such as dementia care homes, where missteps can have serious health consequences.
“You’re dealing with vulnerable people. There’s zero margin for error,” she said.
Stacey, who has been with Mount Charles for over four years, said the company’s strength lies not only in its experience but in its people – many of whom view their work as a personal calling.
“You must have a vocation to work in this sector,” she said.
“It’s physical, it’s emotionally demanding and it’s deeply personal.
“But for the right person, it’s also incredibly rewarding.”
That sense of personal commitment is visible on the ground.
Stacey frequently visits care sites and recounts examples of Mount Charles staff going out of their way to make residents feel special – baking birthday cakes, remembering individual preferences and treating clients like family.
“Our staff know who likes butter on their toast and who doesn’t,” she said.
“That kind of personal care doesn’t come from a manual. It comes from the heart. Without our cleaning and catering teams on the ground we wouldn’t be able to provide the service that we do. It is the great people we have that allow us to provide a great service, every day ”
This level of dedication and consideration doesn’t just come from the staff on the ground; Mount Charles’ senior management is also actively involved in day-to-day operations across the healthcare sector.
Stacey, along with the Chief Operating Officer and Chief Executive, regularly visits sites, participates in staff functions and performs service audits.
“It’s easy for leadership to become detached,” said Stacey.
“We’ve made a conscious decision to stay hands-on.
“We show up, we serve food at Christmas parties and we listen to the teams on the ground.”
This approach helps reinforce a culture of accountability and support, ensuring that policies and decisions are rooted in frontline realities rather than boardroom assumptions.
In a sector where staff turnover is high and standards are non-negotiable; Mount Charles has adopted a training-first culture to ensure consistency and compliance and it’s easy to see why it benefits from one of the lowest employee turnover rates in the industry.
A purpose-built facility – known as the Shine Training Room – prepares staff for real-world environments.
“Our training area simulates the various floor surfaces our teams encounter in the field,” said Stacey.
All staff, including those not expected to cook or handle food directly, are trained in dietary compliance.
“If you give someone the wrong meal, you could kill them. That’s how serious our role is,” she said.
The emphasis on training also extends to patient interaction—critical in settings like dementia care, where communication and sensitivity are essential.
Mount Charles’ ability to customise its operations has been key to its success in a sector where rigid service models can fall short.
From developing meal plans that meet medical and dietary restrictions to minimising single-use plastics and ensuring compliance with ESG goals, the company regularly adapts its approach to meet client and regulatory demands.
“Healthcare isn’t about mass production or efficiency for its own sake,” said Stacey.
“It’s about providing the right meal, in the right way, at the right time for the right person.”
Mobile teams are deployed to ensure that service continues uninterrupted during staff absences.
“We don’t let people go without breakfast because someone’s off sick. We cover it. Every time,” she said.
The personal impact of the company’s work is often most visible in small, everyday settings.
Stacey recalled a recent moment in which a cleaning professional broke down in tears after receiving a bonus and a recognition award.
“She said it was the first time she’d been recognised in her entire working life,” Stacey said.
“That tells you how much it means when someone notices your effort.”
Another moment that stood out was a birthday celebration for a dementia patient in a Belfast care home, where a cook’s homemade cake brought visible joy to the resident.
“Thanks to proper training, our area manager knew exactly how to interact with the elderly woman – that really stayed with me,” said Stacey.
As staffing pressures, regulatory scrutiny and public expectations grow within healthcare, Mount Charles remains a trusted partner capable of delivering quality and compassion under pressure.
Likewise, in a sector where the margins for error are thin, the company continues to prove that healthcare catering, when done right, is about more than food – it’s about delivering care, dignity and trust – all day, every day.
“We are committed to excellence and that makes a difference,” said Stacey.
