Healthcare faces so many challenges. In many ways, it’s one of the most complicated sectors of industry at large. You’ve got so many different facets of serving a patient and healing a patient that have to work almost perfectly in tandem in unison. A lot of our clients are really focused on some of those top things. How do we care for patients? How do we provide the best possible care, the best quality care at the most affordable cost and the most affordable price point? For us in the support services and food and nutrition services areas, that means for EVS, that means getting those rooms clean as quickly as possible. In the industry, we call that turnaround times, or TAT is what we refer to it as. And what that means is how quickly we’re able to get one patient out of that room and get that room cleaned for that next patient.
What makes me passionate about TouchPoint is we have solved thousands of different pain points. Everything we look at is how do we solve operational challenges? How do we rejigger that mousetrap to make it more effective, to make it more efficient? And that’s what’s unique about TouchPoint. It’s a thousand and 10,000 and 100,000 different iterations, different small decisions, different tweaks that we’ve made to make this operating platform more effective. An amalgamation of all of those over the years as we’ve honed this operating platform and made it more effective, that’s what makes TouchPoint unique. And when we build things, we build things, we test them intentionally and we scale them everywhere. Scale them everywhere. That’s why we’re nimble. We try something and if it works, that is the TouchPoint standard. And when I say TouchPoint standard, that means it is the case in all TouchPoint hospitals nationally.
So when I think about challenges that a hospital leader has today, they’re varied. There are many. There’s hundreds of them. And the way for that to work most effectively is each of those different aspects humming, working perfectly in tandem with one another. All of those small pain points relieved so that the care of the patient comes first, so that supportive clinicians comes first, so that our associates and making them most effective in their roles comes first, always. There’s so many different things that negatively impact a financial proforma, P&L, or even satisfaction. There’s those small minutes that add up that can be pain points for a patient, that can be pain points for a nurse, that can kind of wreck this perfect ecosystem where everything needs to hum and work perfectly. And in EVS, a lot of those areas have to do with small things. It has to do with as you’re ordering a meal.
What does that look like? Am I calling down to a call center? Am I on hold for a minute and eight seconds? And that’s actually not a terrible time, a minute and eight seconds, but that’s a horrible amount of time when you’re sitting on hold. I know I don’t like being on hold for a minute and eight seconds. And how do we serve that differently? So there’s little things that we’ve put in place. We’ve put new technologies in place. So you can order your meals directly on your phone, integrated with the EMR, integrated with their diet orders, integrated with their allergens. I want to serve people the best way that’s possible because they’re there not because they choose to. They’re there because they have to be. And how can we make the have to be better?