Improving Patient Satisfaction with HIT Zone Cleaning
At a Glance
Patient surveys from TouchPoint’s Tulsa, Oklahoma, nursing units reported an increase in patient dissatisfaction on the topic of room cleanliness.
A thorough analysis of the data determined that the negative feedback stemmed from the patients’ perceived absence of patient/associate interactions and quality assurance of their room’s cleanliness.
As a company built on compassion and personal connections that is dedicated to patient safety, TouchPoint understood that a new strategy for room cleaning was needed.
Solution
A new method of cleaning known as High Impact Team (HIT) Zone Cleaning had been employed at several TouchPoint units throughout the U.S. since 2018 and showed promise. The decision was made to implement the program at the Tulsa location in mid-September 2022.
A Housekeeper’s Typical Day
Begins with a daily huddle.
Cleaning begins promptly at 8 a.m.
A single housekeeper is allocated to clean a sector of the hospital.
- Utilize 10-step core cleaning process.
- One housekeeper for the east wing
- One for the west wing
- One for utilities/centers
Cleaning ends shortly before 4 p.m.
A HIT Zone Housekeeper’s Typical Day
Begins with a daily huddle.
Cleaning begins promptly at 8 a.m.
A six-housekeeper team is assigned to hospital sectors.
- Utilize 10-step core cleaning process.
- Room cleanings move quicker and more efficiently.
- Creates peer-to-peer accountability.
Cleaning ends shortly before 1 p.m.
Housekeepers assist with throughput of dismissals.
Zone Quality Assurance
- Management remains involved with housekeepers throughout the day.
- Perform quality assurance for each sector.
- Conduct patient follow-ups to guarantee quality of cleanliness and a positive patient interaction.
- Management remains involved with housekeepers throughout the day.
Results
Without altering TouchPoint’s proven 10-step core cleaning process, the design of the HIT Zone Cleaning program created a controlled, consistent work tempo that ensured associates had a greater impact on hospital operations.
With a core team dedicated to working each room, all cleaning was completed by 12:45 p.m.
Early completion then released housekeepers to assist in throughput of dismissals, which ultimately led to reduced dismissal times.
Tulsa’s implementation of the program resulted in the highest sustained scores seen at a HIT unit since its inception, resulting in increased patient satisfaction and nursing perception.
The program’s data-driven design fostered collaboration, teamwork, accountability, and leadership among associates, resulting in a positive core culture change within the unit and a high level of peer-to-peer accountability.
Not only that, but HIT Zone Cleaning got leadership more involved, with managers on the floor and responsible for providing 100% quality assurance of cleanliness and ensuring positive patient interactions.
As a result of HIT Zone Cleaning, managers have seen increased job satisfaction and fulfillment among their teams.
“I would say that the HIT Zone Cleaning concept has shown some great annual increases compared to prior years. It is a concept that still requires daily focus and attention. I am now seeing that it is elevating the performance on other floors as our overall patient satisfaction scores continue to increase.”
– Mikeal Hubler, Systems Director, Environmental Services
HIT Zone Cleaning has proven to be a winning strategy for first-touch room cleanings. Due to the successful implementation in Tulsa, TouchPoint has begun rolling out the technique to other units across the country that align with the program’s staffing and hospital size requirements.
The HIT Zone Cleaning process has successfully demonstrated that it not only improves patient perception of the overall hospital experience and TouchPoint’s patient services, but it builds a stronger, more efficient housekeeping team.
Content based on data available at time of writing.