Patient Rapport Spurs EVS Success

The Environmental Services (EVS) team at Sacramento Medical Center works hard to put patients first. To improve cleanliness and service scores, the team made some important changes. They talked with workers from all shifts to get their ideas. They started cleaning patient rooms every day after breakfast. They also began checking rooms to see if they needed deeper cleaning, like fresh paint or floor repairs. During daily rounding conversations, EVS workers spoke with patients and their families and gave contact cards. Even though the team was busy with many people and had limited time, they remained committed to excellence. Their efforts paid off — cleanliness scores rose, beating expectations and boosting care experience ratings.

Here's What Worked

• Checking with patients daily to ensure the room is clean and tidy
• Using AIDET — a quick, effective way to communicate — when talking with patients
• Giving patients and family members contact cards for the EVS team
• Practicing conversations to help shy workers feel more comfortable speaking with patients and families
• Seeking ideas from workers on all shifts
• Showing patient satisfaction scores on monitors in employee breakrooms

What can your team do to increase team participation and improve care experience scores?