Touchpoint Case Study
Teamwork in Action: How HIT Zone Cleaning Transformed Patient Satisfaction
Overview
When patient satisfaction scores at a client hospital in Tulsa, Oklahoma, began to dip –particularly around room cleanliness – TouchPoint Support Services responded with a bold, team-based solution. By implementing HIT Zone Cleaning, the hospital not only improved cleanliness perception but also fostered a culture of accountability, efficiency, and patient-centered care.
The Visibility Gap
Patient surveys revealed a troubling trend: dissatisfaction with room cleanliness was on the rise. A deeper analysis uncovered that 33% of patients were either asleep or away for tests during cleanings, missing the opportunity to witness the process or interact with housekeeping staff. This lack of visibility led to a perception that rooms weren’t being cleaned at all. TouchPoint, a company rooted in compassion and committed to patient safety, recognized the need for a more visible, impactful cleaning strategy.
Snapshot Stats
6-Person
Cleaning Team
12:45 p.m.
Daily Cleaning Completion
10-Step
Core Cleaning Process Maintained
100% QA
Follow-Up by Managers
Cleaning Smarter
Redesigning the Cleaning Workflow
TouchPoint replaced the traditional solo-cleaning model with HIT Zone Cleaning, deploying six-person teams across hospital sectors. This shift enabled faster, more thorough cleanings and introduced peer-to-peer accountability. The result? A consistent, high-quality experience for every patient.
Enhancing Visibility and Interaction
With managers actively performing Zone Quality Assurance and patient follow-ups, the program ensured that patients not only experienced cleaner rooms but also felt seen and cared for. This visibility directly addressed the root cause of dissatisfaction and improved the perception of cleanliness.
Driving Culture Change and Efficiency
The HIT model didn’t just improve outcomes – it transformed the team dynamic. Associates reported higher job satisfaction, stronger collaboration, and a renewed sense of purpose. With cleanings completed by early afternoon, staff could assist with patient dismissals, reducing discharge times and boosting throughput.
Ready to elevate your hospital’s patient experience?
Discover how HIT Zone Cleaning can transform your EVS strategy. www.touchpointsupportservices.com