Patient satisfaction with housekeeping is directly related to the patient’s awareness of the room cleaning process. This awareness, plus a housekeeper who is visible and trained for meaningful patient interaction, are integral to the XRO system and will increase patient satisfaction scores in third party surveys and HCAHPS.

Here are some of the ways we reinforce the thoroughness of our cleaning process to increase patient awareness of the efforts made on their behalf.

• Our room cleaning teams are trained to be hospitable and politely interactive with patients..
• Daily vacuuming of floors, air vents and soft furniture, draws the patient’s attention to our thorough cleaning.
• We provide a “Freshen-Up Service” in which we check/clean each patient’s room later in the day, in addition to the thorough daily cleaning. During these Freshen-Up cleans, our staff asks “is there anything that we can do for you?” providing an opportunity for positive interaction with each patient.
• Our XRO system actually has three separate visits by housekeepers to clean the room, plus an additional visit for the Freshen-Up clean. These four visits reduce the chances that the patient may be unaware that the room was cleaned, and gives more opportunity for patient interaction.
• Bathrooms are finished with toilet strips and V-Tip toilet paper folds.
• Tent cards are used to inform sleeping or absent patients that their room has been cleaned.
• We schedule at least one thorough inspection of the housekeeping quality standards of a patient’s room while the patient is present.
• A patient ambassador will visit every new admission.

The combination of these thorough and proactive techniques makes a significant difference in patient satisfaction scores, i.e. the room is both clean and seen to be clean leading to high HCAHPS scores.