Touchpoint Case Study

Turning Data into Action: How Performance Excellence Drove Sustained Patient Satisfaction Gains

Overview

When patient satisfaction scores declined across multiple acute-care hospitals, TouchPoint Support Services took a different approach. Rather than adding labor or applying short-term fixes, TouchPoint activated its Performance Excellence model – reengineering operations, translating data into frontline action, and building a system designed to improve over time.

The result: sustained gains in cleanliness scores, stronger associate engagement, and a more resilient operational framework that continuously enhances patient experience.

The Challenge: Data Without Direction

Across five large acute-care hospitals, frontline teams were working hard, yet patient satisfaction scores remained stagnant. Analysis revealed a critical disconnect: while 70–90% of patient feedback originated in Emergency Departments, inspections, leadership rounding, and quality efforts were still concentrated in inpatient areas.

Compounding the issue:

  • Inflated internal QA scores masked the true patient experience
  • Paper-based workflows limited frontline efficiency
  • Leaders lacked a shared, real-time view of performance to intervene early

This wasn’t a performance problem, it was a system design problem.

Measurable, Sustained Results

The impact was both rapid and durable:

10.9-point

year-over-year Cleanliness Score increase

59% increase

month-over-month in QR code generated service requests

59% increase

in Quality Assurance surveys

At one hospital, Cleanliness Scores improved from negative four point two to thirty two point four within two months after inspections, rounding, and task prioritization were realigned. Importantly, gains continued to compound – even during historically challenging winter months – demonstrating true process improvement rather than temporary wins.

Why It Works

Performance Excellence aligns real-time analytics, adaptive technology, leadership behaviors, and frontline workflows into a single operating system. Associates complete shifts knowing their work is achievable and impactful. Leaders coach with data instead of guesswork. And hospitals move from reactive problem-solving to proactive performance management.