How important is predictability and consistency in support services when working toward a hospital’s goals?
Data is more powerful than ever in today’s day and age. We have more data than ever in today’s day and age. We have more technology than ever, and what’s really important is that we action that effectively, that we take those data points from those interactions that we have, that follow that patient’s life cycle and make better decisions for that patient as a result.
We have data points on what a patient’s ordering, what they’re eating, what they’re saying about us from a quality and from a patient satisfaction perspective. Actioning those is more critical than ever. Ensuring that that experience is consistent is more critical than ever, because I want that experience on Saturdays to be at that same caliber as Monday through Friday. I want the same interaction with the food service worker as they’re ordering trays. I want that to be just as meaningful on Monday as it is Wednesday, as it is Friday.
When someone walks into the hospital, I want them to know that that’s the standard that exists for that hospital. It’s a clean environment, it’s a safe environment, it’s an environment of care. And cleanliness and food service, those are so integral to that environment of care, of knowing that you’re going to be cared for effectively. It’s small positives that they can have in their day. Data and analytics come into play because we’re able to leverage those data points that we see and make better decisions each and every day. We’re able to fine tune things, so we’re able to fine tune our operating standard.
So, it allows us to take a highly prescriptive approach to what things look like to ensure that that best standard, that that TouchPoint standard, exists everywhere. And that’s what excites me about just the overall technology ecosystem, the overall data ecosystem, how we’re building and how we’re staying at the forefront. Because whatever I’m even saying to you now will be different in three months from now. And that’s the pace of evolution of healthcare. That’s the pace of evolution that we’re going in TouchPoint.