At a leading hospital in Nashville, Tennessee, TouchPoint Support Services is demonstrating how investing in associates can strengthen both workforce performance and the patient experience. Its customized English as a Second Language (ESL) program helps associates build language skills, workplace confidence and pathways for long-term professional growth, while supporting stronger retention and communication across the hospital.
TouchPoint developed the program after recognizing that many associates recruited through partnerships with organizations serving immigrants and refugees faced limited access to traditional ESL resources, with some community programs carrying waiting lists of up to two years. In partnership with the Nashville International Center for Empowerment (NICE), TouchPoint launched an employer-based program in 2025 specifically tailored to healthcare support services.
TouchPoint works alongside healthcare leaders to close that gap through proactive management, quality assurance programs, patient-centered communication, and continuous performance improvement.
The curriculum goes beyond foundational English instruction, incorporating patient communication, service scripting, workplace terminology and hospital safety protocols. Classes are offered on-site around associate shifts, and Tennessee adult education grants enable associates to participate at no cost. TouchPoint also compensates associates for attending classes after work, helping remove barriers to participation.
Following strong demand for the inaugural program, TouchPoint expanded the initiative in 2026 to reach additional associates and shifts. Participants represented more than 16 countries across Latin America, Africa, Eastern Europe and the Middle East. The second edition achieved a 70% graduation rate and 93% employment retention rate, underscoring the potential impact of workforce development that extends beyond traditional onboarding and training.
The benefits extend beyond the numbers. TouchPoint reports stronger associate confidence, improved frontline collaboration and enhanced communication with patients, visitors and caregivers. Combined with community-based recruiting partnerships, the initiative has also helped strengthen TouchPoint’s talent pipeline and employer reputation while reducing reliance on higher-cost recruiting channels.
As Director of Environmental Services Josef Czelusta explains, the program began with a simple goal: helping associates build better lives. As participants’ confidence and communication skills have grown, new professional opportunities have emerged alongside a stronger, more connected team.
The Nashville ESL program illustrates how a people-first approach to workforce development can deliver benefits across the organization – strengthening retention, improving communication, supporting career growth and contributing to a more consistent patient experience.
Connect with TouchPoint Support Services to learn how our Environmental Services, quality assurance, and sustainability solutions can help your organization achieve measurable results.