"It's no surprise that cleanliness is an outcome that really matters to patients and their families," said Compass One Healthcare CEO Bobby Kutteh. "But the research connects the importance of a hospital's Environmental Services team to the overall patient experience and how their performance can affect a hospital's brand."
Because patients are more likely to recommend a hospital they perceive to be clean, it makes cleanliness a target for improvement for all hospitals.
"The overall patient experience is affected by every interaction in a patient's health care journey, whether directly or indirectly involved in the delivery of care," said James Merlino, MD, President and CMO, Strategic Consulting, Press Ganey. "How patients perceive the cleanliness of their care environment can not only influence key drivers of patient loyalty, but also enable the delivery of safe, high quality, and effective care through a reduced risk of hospital acquired infections."
According to the research, the strong correlation between patients' perception of cleanliness and hospital-acquired infections supports the idea that patients can judge cleanliness. This finding validates the important role that a hospital's Environmental Services (EVS) staff plays in patients' evaluation of their hospital experience.
Hospitals seeking to distinguish themselves from competitors should help EVS staff members understand how the physical environment can influence the patient experience. The report recommends that hospital leaders and department managers do the following:
- Recognize and value EVS workers as stakeholders in the delivery of safe, effective, quality care;
- Consistently identify and employ evidence-based guidance and practices in EVS to optimize the cleanliness
- and perceived cleanliness of hospital rooms and common areas;
- Reinforce accountability for service excellence among the EVS staff;
- Foster a culture of teamwork, communication and collaboration between the EVS staff and other care givers.
About Compass One Healthcare
Compass One Healthcare is the union of two premier healthcare specialists—Morrison Healthcare food and nutrition services and Crothall Healthcare support services. Compass One Healthcare's 47,000 engaged team members are focused on delivering quality, value and exceptional patient experience through specialized services and protocols learned in more than 1,700 hospital and health system locations in 48 states. Through a combined three-quarters of a century of healthcare experience, Compass One offers seven customer-focused core services: Food and Nutrition, Environmental, Patient Transportation, Laundry & Linen, Clinical Engineering, Facilities Management and Ambulatory Services. Compass One Healthcare is committed to the growth and development of its associates, and both have been named Best Places to Work in Healthcare by Modern Healthcare since 2011.
About Press Ganey
Press Ganey is a leading provider of patient experience measurement, performance analytics and strategic advisory solutions for health care organizations across the continuum of care. Celebrating 30 years of experience, Press Ganey is recognized as a pioneer and thought leader in patient experience measurement and performance improvement solutions. Our mission is to help health care organizations reduce patient suffering and improve clinical quality, safety and the patient experience. As of January 1, 2016, we served more than 26,000 health care facilities.
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SOURCE Compass One Healthcare