TouchPoint Lookbook

TABLE OF CONTENTS

INTRODUCTION ................................................................................................................................................... 5

FOOD SERVICE AND PATIENT DINING Dining Service Models.......................................................................................................................................... 8 Dining Technology............................................................................................................................................... 10 Automated Floor Stock Management............................................................................................................... 12 RETAIL Self-Service Kiosks............................................................................................................................................... 16 Mobile Checkout................................................................................................................................................. 17 The Market. .......................................................................................................................................................... 18 Culinary Action Stations...................................................................................................................................... 19 Teaching Kitchen. ................................................................................................................................................ 20 Mobile Ordering App.......................................................................................................................................... 21 Commissary Solutions......................................................................................................................................... 22 EVS ATP Cleaning Verification.................................................................................................................................... 26 Floor Cleaning Innovation. ................................................................................................................................. 27 Robotic Floor Care. ............................................................................................................................................. 28 Capacity Management Suite.............................................................................................................................. 29 Restroom Management...................................................................................................................................... 30 PATIENT SAFETY UV-C Disinfection. ............................................................................................................................................... 34 Sporicidal Disinfectant........................................................................................................................................ 35 Thermocouple Temperature Monitoring.......................................................................................................... 36 Labeling System Inventory Control and Grab & Go Packaging...................................................................... 37 NUTRITION AND WELLNESS Early Recovery After Surgery Protocol ............................................................................................................. 40 Outpatient Counseling. ...................................................................................................................................... 41 Malnutrition Management.................................................................................................................................. 42 Diabetes Clinics................................................................................................................................................... 44

I N T R O D U C T I ON

SERVICES Laundry and Linen Services................................................................................................................................ 48 Patient Transportation......................................................................................................................................... 49 Patient Observation Attendants........................................................................................................................ 50 Valet Parking......................................................................................................................................................... 52 Ticketless Valet Service....................................................................................................................................... 53 ANALYTICS On-site Insights.................................................................................................................................................... 56 Research and Analytics....................................................................................................................................... 57 Journey Mapping................................................................................................................................................. 58 SOCIAL RESPONSIBILITY AND WASTE MANAGEMENT Food Recovery..................................................................................................................................................... 62 WasteNot.............................................................................................................................................................. 63 Food Waste Disposal.......................................................................................................................................... 64 Food Waste Repurposing................................................................................................................................... 65 PEOPLE People Strategies Live Your Purpose................................................................................................................................................ 70 Attract Recruitment.......................................................................................................................................................... 74 Candidate Assessment....................................................................................................................................... 75 Hospitality Assessment....................................................................................................................................... 76 Peer Interviewing................................................................................................................................................. 77 Engage and Retain Onboarding and Training. .................................................................................................................................. 80 GoBEYOND.......................................................................................................................................................... 81 Mastering Communication in the Workplace................................................................................................... 82 Connecting with Respect. .................................................................................................................................. 83 Leadership Academy........................................................................................................................................... 84 Learning Labs....................................................................................................................................................... 86 TouchBase............................................................................................................................................................ 87 Workplace............................................................................................................................................................. 88 Associate Engagement Survey........................................................................................................................... 89 Industry Recognition........................................................................................................................................... 90

3

I N T R O D U C T I ON

INTRODUCTION

Our Innovation LookBook offers a way for you to take a new look at your business and design a plan for improvement. To do that we need to be curious, aware and entrepreneurial! Let’s actively think about how we can apply trends, ideas and new tools in creative ways to make an impact.

In these pages, you’ll find interesting options that could help you with:

COST SAVINGS

CLINICAL OUTCOMES

CSR

ENGAGEMENT

REVENUE GENERATION

SANITATION

SATISFACTION

TIME SAVINGS

As you look through these pages, consider which might help you, given the specific needs of your Ministry. Some are suited to large operations or special needs; others will have widespread application. To pursue any of these innovations, connect first with your RDO to determine next steps.

“Ideas are like rabbits. You get a couple and learn how to handle them and pretty soon you have a dozen.”

- JOHN STEINBECK

5

FOOD SERVICE AND PATIENT DINING

DINING SERVICE MODELS ROOM SERVICE-ST YLE & RESTAURANT-ST YLE

ROOM SERVICE-STYLE RESTAURANT-STYLE

Room service-style dining, when desired

Restaurant-style ordering at mealtimes

SUMMARY

Nursing communicates diet orders to catering associate (CA) ; personalized, diet- compliant menus are spoken or presented on paper

Printed, menu in room

MENU T YPE

CA will first visit nurse for special instructions, then visit each patient about one hour before service begins

Patient calls into dining call center; places orders with nutrition operator

ORDER PLACING

Call center integrated with EMR; diet orders

Integrated with EMR; diet orders

SYSTEM SUPPORT

CA assembles trays and delivers meals at set mealtimes

Within 45 minutes by wait staff

DELIVERY

Catering associate visits multiple times a day; special requests supported throughout the day

Reminder call if patient forgets to order

SPECIAL SERVICES

CA builds rapport with patient and nursing; frequent patient visits by CA; diet changes handled quickly

Patient choice of time and menu

BENEFITS

F OO D S E R V I C E A N D PAT I E N T D I N I N G

9

DINING TECHNOLOGY MYDINING BY COMPASS GROUP MyDining is Compass Group’s proprietary patient meal ordering system. MyDining will replace all Horizon installations by end of 2019.

MyDining makes it easy to log, track and report on meal orders. Its operational features improve order accuracy, enhance patient safety and boost patient satisfaction scores. Our web-based software is implemented and supported by a robust support services team that is dedicated to achieving success, accuracy, efficiency and satisfaction at your hospital. SUPPORTING BOTH ROOM SERVICE-STYLE AND RESTAURANT-STYLE SERVICE MODELS Regardless of the service delivery model, MyDining enables patients to get the delicious, freshly prepared food they deserve while assisting operations by:  •  Reducing food waste No extra meal trays and unwanted food items the patient didn’t order  • Improving order accuracy

Trays are prepared to personalized specifications using a patient’s most recent dietary orders  • Harnessing the power of Webtrition MyDining integrates with Webtrition, our proprietary nutrition analysis and menu management solution, to ensure the right nutrition, allergen and menu information for your patients  • Increasing patient satisfaction scores MyDining is a hosted solution, which means that our hardware and data are stored in a centralized location in Compass Group’s Data Center, improving data security and supportability. • HIPAA compliant • Analytics tracking at any organizational level • Robust pre- and post- go-live training CUSTOM IMPLEMENTATIONS, DEDICATED SUPPORT

When implemented at Clay County Hospital in 2016, PRC scores improved by 10 points.

Contact your TouchPoint representative for more information.

F OO D S E R V I C E A N D PAT I E N T D I N I N G

11

AUTOMATED FLOOR STOCK MANAGEMENT FLOOR STOCK DISPENSING MACHINE BY TOUCHPOINT

Say goodbye to inventory tracking problems

Traditional floor stock systems make it difficult to secure and track inventory. Oftentimes, it’s impossible to track who has access to floor stock items and where items are going, which can be a costly expense. To help solve this problem, we’ve built an automated floor stock dispensing machine to control costs and improve compliance.

Our automated floor stock machine provides computer-controlled storage, dispensing and tracking of floor stocks on patient units. Only individuals with access to the machines can access inventory, reducing the potential for loss. To improve tracking, the user must enter the patient’s room number before the product is dispensed. The machine’s tracking system proactively monitors inventory usage and generates reports to allow our teams to make more informed inventory management decisions. This machine also alerts the right individuals when items need to be restocked, making the overall operation more efficient.

The first floor stock dispensing machine rolled out to St. Agnes Hospital in Baltimore, MD in summer 2018.

From $5,800 | Plus a monthly charge for cellular network connection

F OO D S E R V I C E A N D PAT I E N T D I N I N G

13

RETAIL

SELF-SERVICE KIOSKS

STREAML INING THE CUSTOMER EXPERIENCE WHILE OFFERING GREATER STAFF FLEXIBIL IT Y For people in a hurry to get back to their day, ordering and paying fast is a priority.

IMPROVE CUSTOMER CONVENIENCE Self-service kiosks give our guests the freedom to leisurely browse menu options or make quick work of short lunch breaks. REDUCE STAFF DEMAND Café guests select menu items, process their credit card payment and even print a receipt, all using a simple interface. No service staff needed. This added efficiency allows the café to serve more guests in less time. FLEXIBILITY FOR ANY CAFÉ No two cafés are alike and our kiosk partners have flexible solutions for all cafés. With self- checkout, order and pay, or order only options, cafés can choose which solution integrates best with their workflow.

Tabletop self-checkout: From $12,000 | Floor self-checkout: From $15,000

R E TA I L

MOBILE CHECKOUT

BUST THROUGH THE LUNCHTIME RUSH

If you have a busy café, line-busting tablets can be the answer to long wait times and kitchen backups. Line busting is a system in which cashiers take orders on mobile tablets faster than the counter staff can work the stationary terminal.

These tablets enable the kitchen to start working on orders faster, which improves throughput and the guest experience.

Line busting brings the hospitality of full-service restaurants to the quick pace of the fast casual experience.

In addition to efficiency, handheld tablets get staffers out from behind the counter! Cashiers can finally break free from the counter and start engaging with guests.

Depending on the model, self-service kiosks can convert into mobile POS systems, maximizing your investment.

8” Tablet: From $18,000 | 10” Tablet: From $15,000

17

THE MARKET

BY COMPASS GROUP

Market offers a flexible retail space that creates dynamic customer experiences with a blend of operational, digital and physical elements . This bold, small space solution is commercially, socially and environmentally balanced.

We’re all about making it easier for our guests to thrive, connect and engage. Market reaches new customers, increases frequency of existing patrons and explores new business. Maximize your real estate while creating a collaborative and multifunctional space that now activates more day parts other than just breakfast and lunch. Drive more traffic, sell more product and keep customers engaged while catering to their wellbeing. Market can consist of one or all of the following elements, customizable to each account: • Coffee corner • Artisan showcase

• Farmers market • Smart bodega • Teaching Kitchen

Varies depending on individual location requirements

R E TA I L

CULINARY ACTION STATIONS THEMED STATIONS BY TOUCHPOINT SUPPORT SERVICES AND COMPASS GROUP Specialized action stations rev up sales by luring brown baggers and hospital guests to the café. Café profits directly impact your Ministry’s bottom line. At our stations, customers have the option to choose which fresh ingredients go into their made-to-order entrées. By periodically introducing new themed stations to the retail café, we’re able to spark customer curiosity and attract more customers to the café. When tracking results from these stations, we have shown a 20 percent - 50 percent increase in average daily sales and food cost that is less than 40 percent. In addition, we attract an additional 50-100 customers in our retail cafés. Remember that all profits from café operations directly support your ministry.

People eat with their eyes, making exclusive branded stations a perfect option, offering colorful branding, interactivity and the variety that guests crave. These concepts can operate as one- time pop-ups, weekly features or month-long destinations.

19

TEACHING KITCHEN

BY COMPASS GROUP

POP UP TEACHING KITCHEN

THE TEACHING KITCHEN IS A FUN EXPERIENCE THAT BOOSTS CUL INARY AND NUTRITION L ITERACY IN A COLL ABORATIVE AND TEAM- BUILDING ENVIRONMENT.

The Teaching Kitchen was inspired by a 10-year relationship with The Culinary Institute of America and the Harvard T.H. Chan School of Public Health. Compass Group is a proud sponsor and founding member of the Teaching Kitchen Collaborative, which includes 28 corporations and universities. As a member, we share best practices, scale strategies and participate in collaborative research.

• Prevent hospital readmissions by addressing conditions such as diabetes and obesity • Community catered events – demonstrations, audience engagement, themed events • Disease management/prevention classes for inpatients or outpatients • Physician, resident and nursing culinary nutrition classes • Medical staff events • Retail promotions: seasonal or sustainable foods, superfoods, featured retail offers, nutrition/wellness promotions

At the Teaching Kitchen, guests can explore food, culinary and nutrition literacy in ways that positively impact food choices and experiences.

Let’s have some fun!

Pop-Up Teaching Kitchen: From $8,000 | Portable Teaching Kitchen: From $40,000

R E TA I L

MOBILE ORDERING APP

NOURISH BY COMPASS GROUP

Working in or visiting a loved one in a hospital can be stressful. You’re so focused on the patient that you sometimes forget to take a moment for yourself to recharge.

Nourish is an ordering app for both iPhone and Android that helps hospital staff and visitors take a break from the demands of a busy healthcare setting to order a fresh, delicious meal that nourishes the body and revitalizes the soul. Customers use their smartphones to check the day’s menu, review items’ nutritional information, order ahead and pay for their meals. Nourish also lets customers schedule a time for orders to be picked up, avoiding long lines at the café.

• Skip long lines by ordering ahead and paying for your meals • Pay using your mobile wallet on your smartphone

• Nutritional information helps customers make healthier food choices • Increased sales without adding more cashiers or registers

Starting at $27,000 per hospital

21

COMMISSARY SOLUTIONS

GRAB AND GO PRODUCTION

In a market with increasing job growth and decreasing unemployment, we’re continuously looking for solutions that allow us to provide quality service with less staff.

That’s why we’re partnering with centralized production kitchens to produce our grab-and-go products.

Using a production kitchen in Texas has

What’s great about this kind of partnership is the level of control and customization we have. Production kitchens use our own Webtrition recipes to prepare and package fresh grab-and-go offerings. They work within the pricing we set and have the ability to produce both cost- effective and premium offerings. By moving grab-and- go production to them, we get a more consistent product across all of our units.

allowed us to reduce 9.5 FTEs from the cold-prep production line and move them to an area where we really need them...in front of our patients and guests.

R E TA I L

23

EVS

ATP CLEANING VERIFICATION SYSTEMSURE PLUS BY HYGIENA ATP Cleaning Verification is one of the leading methods recommended by the CDC for monitoring and improving environmental cleanliness in hospitals. The detection of adenosine triphosphate (ATP), the universal unit of energy in all living cells, immediately determines if surfaces are truly clean. At TouchPoint, we use Hygiena’s SystemSure Plus as the standard for monitoring our cleaning effectiveness.

The system is an affordable, objective, easy-to-use method for verification of surface cleanliness, giving actionable results in 15 seconds. Using this technology, EVS managers can immediately know if surfaces have been cleaned properly and verify that rooms are safe for the next patient to occupy. This verification system also tracks and trends cleaning performance so that our teams can benchmark cleaning thoroughness and collaborate to achieve even cleaner facilities – all using objective, scientific data.

WHY IS ATP TESTING IMPORTANT?

• To provide our patients with the best possible environment for healing • To improve cleaning effectiveness to ensure that we’re cleaning to the highest standards • To offer objective feedback, training and support to our associates

The use of ATP cleaning verification has helped reduce Ascension’s C.diff infections by 16 percent year- over-year.

ATP Testing is a nationwide requirement. TouchPoint EVS managers conduct weekly ATP testing of C-Diff discharge rooms immediately after rooms are cleaned. It is required that a minimum of four surfaces be tested from high-touch areas.

Testing Unit: $994 | Swabs $1.96 per swab, minimum order quantity of 100

E V S

FLOOR CLEANING INNOVATION

I -MOP SCRUBBER BY TENNANT COMPANY

The maneuverability of a mop with the cleaning performance of a walk-behind scrubber. This small, light-weight, battery-operated floor machine makes it possible to easily clean any surface, with freedom of movement.

The i-Mop features a high-speed, twin-brush scrubber drier deck that is more agile than a conventional walk-behind scrubber.

The i-Mop combines the flexibility of a floor mop with the power and speed of industrial scrubber driers.

With over 350 revolutions per minute and 22 kilograms of brush pressure, the i-Mop makes swift work out of any cleaning job and cleans over 1,000 square meters per hour.

• 13 TouchPoint locations are currently using the i-Mop

• It’s small, light-weight and battery-operated

• Fits into tight restrooms, showers – cleans better than a regular mop

• Works with small amount of water to reduce puddling and potential slip and fall accidents

$3,200 per unit

27

ROBOTIC FLOOR CARE INTELL IBOT BY DIVERSEY Intellibot robots are the perfect combination of quality, efficiency, value, and productivity.

They offer the latest in technological features such as a UV light for removing 99.9 percent of viruses and bacteria, and they also have a minimal environmental impact compared to traditional floor cleaning methods.

Intellibot auto-scrubbers allow the operator to quickly switch between manual and hands-free cleaning. Hands-free cleaning incorporates up to 19 sensors, giving the robot a 360-degree view of its surroundings, and allowing it to

operate and clean on its own. Sensors detect obstacles as well as people — stopping to let them pass before proceeding — and stairs, to prevent unwanted spills. At the push of a button the operator can walk away to clean in other areas while the floor is cleaned – true multi-tasking.

$28,000 per unit | Starting at $7,000 for custom route mapping

E V S

CAPACITY MANAGEMENT SUITE BY TELETRACKING

TeleTracking’s Capacity Management Suite™ system is an integrated set of solutions that can reduce operational costs by improving patient throughput, better utilizing beds and equipment as well as reducing transport and environmental services staffing needs. The result is reduced length of stay (LOS), decreased emergency department overcrowding, improved use of resources and an opportunity to grow revenue.

A few of the applications that we use are:

BEDTRACKING®

BedTracking® optimizes patient flow by reducing time lags in the bed turnover process and automating the communication of bed status to all patient flow stakeholders. Improving communication helps to reduce the number of stat cleanings and can reduce the LOS through faster bed availability. Rich reporting features show employee performance and volume trends, simplifying staffing decisions. TransportTracking® is a proven transport management application that streamlines patient flow throughout the duration of care. By using intelligent and configurable dispatching logic to assign transport requests to employees, transport staff is used most efficiently. When used as part of theCapacityManagement Suite™ system, transports for discharges or transfers automatically trigger dirty bed notifications to environmental services so that the bed can be turned without the need for a request from nursing. This keeps department schedules running on-time by allowing staff to pre- schedule transport requests and see progress of these requests in real-time. TransportTracking is complimented by easy-to-use reports on productivity, request volume and response time to measure and optimize performance. TRANSPORTTRACKING®

The Capacity Management Suite allows us to: —

Automate work between patient flow stakeholders — Improve timely patient access to the right level of care — Improve discharge process & bed turnover — Remove patient flow bottlenecks — Reduce LOS, delays and hold time

Varies depending on Teletracking module and hospital bed size

29

Restroom Management USING RESTROOM MONITORS

Restroom monitors give hospital guests a voice to let the EVS team know if anything in the restroom needs servicing. Restroom monitors track traffic and invite customers to flag issues with the touch of a button. Customer alerts are then delivered via email, smartphone or pager to the appropriate individual to dispatch an attendant. Associate response times, number of notifications and amount of traffic are just a few data points that can be tracked through a restroom management system. BENEFITS INCLUDE: • Perception: Perception is everything when it comes to clean facilities. By using a restroom monitor, you can send a message to customers that you care about the condition of the facility. •  Accountability: Cleaning staff are held accountable by logging into the restroom management system and entering duties performed and supplies used. This creates a factual archive of the activity that may be referenced as proof of the cleaning. • Audit: The restroom management system provides an audit trail on the cleaning history and resources used in the process. This is valuable information in assessing the performance of the cleaning staff. •  Analytics: The restroom management system provides insight on what’s going on in your restroom. An easy-to-use analytics dashboard gives a real-time glimpse into issues and performance. • Efficiency: The restroom management instantly provides measurable improvement to the cleaning process. Facility managers can assess data produced by the system to improve cleaning schedules.

Contact your TouchPoint representative for more information.

E V S

31

PATIENT SAFETY

UV-C DISINFECTION HEL IOS BY SURFACIDE

HELPING TO REDUCE HAIs The Surfacide Helios automated disinfection system uses ultra-violet (UV-C) light energy to eradicate multi-drug resistant organisms including C.diff, MRSA, VRE, CRE and Acinetobacter. UV-C is a direct lineof-sight technology. Single emitter systems, (including pulsed xenon gas systems) simply cannot reach all high-touch surfaces in a single disinfection cycle. With Surfacide’s three emitters operating during the same disinfection cycle, no exposed surface is left untouched. This system has been proven to disinfect all areas of the healthcare environment in a single cycle including the bathroom. LESS TIME, LESS LABOR Surfacide does not require any additional re-positioning after room set up, allowing EVS to be productive elsewhere in the hospital.

VALIDATION With its laser mapping feature, Surfacide systems are smart and able to “see” every exposed surface, providing confidence that disinfecting energy has been delivered efficiently and effectively.

SAFE & RELIABLE Surfacidehas the ability todetect anyone entering the room and shuts off the three emitters instantly, ensuring patient, visitor and employee safety.

Starting at $90,000 per Helios system

PAT I E N T S A F E T Y

SPORICIDAL DISINFECTANT SSS PERISEPT SPORICIDAL DISINFECTANT CLEANER BY NAVIGATOR

The industry’s most advanced non-bleach disinfectant cleaner.

Perisept eliminates and prevents the spread of C. difficile, as well as MRSA and 45 other pathogens. It contains no alcohol or bleach, requires no rinsing and leaves no film on surfaces. Perisept is ideal for surgical rooms,

patient rooms, physical therapy departments, nursing services, autopsy facilities, long-term care facilities and nursing homes.

With its shorter kill times and powerful wetting agents, SSS Perisept stays wet and works faster. Perisept provides maximum effectiveness without the risks of bleach, including damage to carpet, clothing, upholstery, LCD screens, medical equipment, and other other surfaces. In addition, one-step, one- application Perisept saves time and labor cost compared to bleach, which requires pre- cleaning and rinsing.

From $2.71 per usable gallon

35

THERMOCOUPLE TEMPERATURE MONITORING HACCP MANAGER BY ATKINS This handheld data-collecting instrument is designed to simplify the recording of product temperatures and monitoring of corrective actions in foodservice environments. The HACCP Manager includes a state- of-the-art database for reporting, analyzing and storing temperatures and allows data to be transferred between the thermocouple instrument and PC. The HACCP Manager is capable of storing up to 3,000 temperatures and 300 menu items.

• Provides a systematic and accurate approach to temperature monitoring  • Ensures compliance with HACCP workflow and increases employee accountability  • Saves time by eliminating manual data collecting and recording  • Responds in 1-second with accuracy of +/- 1 degree Fahrenheit or 0.2 percent • Generates reports quickly and easily that can be exported to .pdf or excel ͞

“Having this tool helped us to hard wire temps much more accurately. Not having to get a piece of paper and pencil out saved us at least five minutes each time.” – Aaron Phillips, Director of Food and Nutrition Services St. Vincent’s Indianapolis

From $700 per HACCP Manager kit

PAT I E N T S A F E T Y

LABELING SYSTEM INVENTORY CONTROL AND GRAB & GO PACKAGING FRESHDATE BY MEDVANTAGE

FreshDate is a fully automated food labeling system that encompasses all aspects of foodservice labeling accuracy, eliminating human error and ensuring regulatory compliance. It’s easy to implement and cost effective. FreshDate’s automated dating feature is based on shelf-life standards, which ensure all labels are dated correctly with prep and expiration dates/times. This minimizes the chance of health code violations by improving labeling legibility, accuracy and completeness. The FreshDate system updates via standard Ethernet and USB and a WIFI option allows for remote updates without having to rewire the kitchen. • Custom grab-and-go labeling with ingredients and nutritionals  • Prep/production labeling with Use First, Received On, Opened On and Pulled to Thaw options  • Print barcode labels for point-of-sale and inventory scanning  • Over 1,100 programmable food options support the most complex food operations 

• Easy-to-use touchscreen that allows you to print labels in seconds • Simplifies coming FDA requirements for nutrition labeling of all foods

“We are able to reduce waste due to our ability to date and label anything. It saves us tons of time, especially when labeling the salad bar.” - Kelvin Oluoha Associate Director St. Francis Medical Center, Lynwood, CA

$1,775 per machine

37

NUTRITION AND WELLNESS

EARLY RECOVERY AFTER SURGERY PROTOCOL

Enhanced recovery after surgery (ERAS) protocols are designed to improve clinical outcomes by optimizing nutrition before surgery. Research suggests that maintaining preoperative organ function can reduce the profound stress response many patients experience following surgery. The benefit? Shorter length of stay and fewer readmissions due to reduced infection rates and improved response to treatment. Recently, the medical team at AMITA Health Alexian Brothers Medical Center in Elk Grove Village, IL ,worked with the TouchPoint nutrition team to implement ERAS protocols for joint replacement and GI surgery patients. With physician oversight, our dietitians have been working to put the following nutritional aspects of perioperative care into place: • Establishing preoperative nutrition of 15+ grams of protein per day two weeks prior to surgery • Replacing NPO with a high-carbohydrate liquid two hours prior to surgery • Encouraging post-discharge continuation of a high-protein diet • Educating patients and administering nutritional supplements

TouchPoint ’s clinical team is building protocols to support ERAS programming. ERAS protocols must be jointly planned and

implemented with your Ministry’s medical team.

The implementation of ERAS protocols at ABMC has led to reduced length of stay by 1.2 days for elective joint replacement surgery.

N U T R I T I ON A N D W E L L N E S S

OUTPATIENT COUNSELING

Outpatient Medical Nutrition Therapy Offers Solutions to Improve Health

New healthcare reform models focus on wellness and prevention to improve health and keep healthcare affordable. The Academy of Nutrition and Dietetics reports that outpatient Medical Nutrition Therapy (MNT) provided by registered dietitians (RDs) can improve a patient’s health and well-being, prevent and/ or manage chronic diseases and increase satisfaction levels by reducing hospitalizations and prescription drug use (eatright.org). At TouchPoint, our Clinical Services Team has the expertise to operate MNT outpatient programs and currently manages several throughout Ascension. TheseMNT outpatient programs use trained TouchPoint registered dietitians to provide a nutrition-focused therapeutic approach to treat and prevent chronic diseases and associated symptoms. In addition to enhancing patient outcomes, MNT outpatient programs allow us to analyze opportunities for increased revenue. Medicare Part B covers medical nutrition therapy services for diabetes and renal disease. With healthcare reform encouraging prevention and wellness initiatives, payers are increasingly providing expanded coverage for nutrition therapy. AMITA Health Alexian Brothers Medical Center in Elk Grove Village, IL, has a large MNT and diabetes care outpatient program managed by TouchPoint. The Clinical Services Team consisting of two RNs and five certified diabetes specialist RDs estimated gross charges of $1,305,891 for Ascension in FY ‘16. Net revenue is difficult to predict because of bundled payments from insurance companies and Medicare payments based on location-specific procedure codes (CPT). Ensuring a reliable system of nutrition services to support patients post-discharge is vital for reducing readmissions, managing diseases and elevating the value of your organization. With TouchPoint managed outpatient services, standardized, quality, affordable care is provided to all patients in the community, while maximizing reimbursement for the facility from third-party insurers and Medicare services.

41

MALNUTRITION MANAGEMENT

Malnutrition cases often go undiagnosed and untreated, which negatively impacts patients and hospitals. Recent changes in CMS regulations now allow dietitians to identify and order treatment for malnutrition. While dietitians cannot diagnosis malnutrition, they can make recommendations to physicians. TouchPoint’s registered dietitians (RDs) play an active role in managing patients who are malnourished. Once a patient is diagnosed, our clinical teamprovides nutrition assessments, interventions andmonitoring based on the medical diagnosis. Our goal is to stabilize nutrition parameters and prevent the decline of nutrition outcomes.

MEDICAL CODERS

HIM AND FINANCIAL

SCREENING

DIETITIAN

PHYSICIAN

Performed on all patients admitted

MD reviews dietitian’s findings

Coders select malnutrition diagnosis

Performs consultation

Reviews cases

Performs nutrition focused physical assessment

Include on CMS bill for reimburse- ment of services

Identifies malnutrition risk

Either agrees or disagrees

Financial analysis

Agrees with dietitian, writes diagnosis of malnutrition in progress notes

A positive screen triggers nutrition consultation

Confirms malnutrition

Determines level of risk, mild, moderate, severe

Recommends and orders treatment

Notifies MD of malnutrition findings and the criteria supports the diagnosis

Studies show that between 20 to 50 percent of hospitalized patients are malnourished (Barker, Crowe, Gout). 1

1 https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3084475/

N U T R I T I ON A N D W E L L N E S S

Our RDs collaborate with the interdisciplinary team to prevent complications and coordinate nutrition care associatedwith enteral nutrition feedings, as well as documenting the patient’s response and nutrition care outcomes.

FINANCIAL IMPACT FROM A LARGE MIDWEST MEDICAL CENTER*

FINANCIAL ANALYSIS JULY 2018

$96,472.219

Actual Reimbursement

$117,625.11

Health Information Management (HIM) Estimate

82.02%

Percent of Return on the Dollar (HIM vs Actual)

$16,132.44

Lost Revenue Due to Missing MD Provider Signature

$13,228.60

Expected Return at 82%

$109,700.79

Total Potential

*Reimbursement rates vary by geographic region, demographics, payer mix and other variables

An estimate based on six hospitals implementing the entire malnutrition process showed an increase in reimbursements from $100,000 - $1 million per account annually (excluding critical access).

CURRENT STATUS • Screening of the malnutrition process is standard for all Ascension clinical nutrition programs • Only six accounts have reached the level of financial analysis • 40-45 percent of accounts reached level of MD notification • 95 percent of accounts reached level of dietitian assessment and recommendation

43

DIABETES CLINICS

EXPANSION OF CL INICAL SERVICES OUTPATIENT DIABETES MANAGEMENT CENTERS

Historically, diabetes clinics have been decentralized and managed by an array of service providers with various levels of accreditation. Operational and organizational differences have led to a non-standardized approach in the delivery of treatment, utilization of resources and aquisition of revenues. As the provider of inpatient clinical nutrition services for Ascension’s acute care facilities, TouchPoint uses a universal care model to achieve standardized nutrition practices. Our alignment of nutrition services establishes a focused nutrition teamwhose work maximizes results.

TouchPoint is committed to the development of a robust diabetes management and treatment program based on quality improvement strategies and standardized diabetes prevention practices. By expanding our unified service approach to outpatient centers and diabetes clinics, we are able to leverage the continuity of care across services while improving outcomes.

Contractual service agreements and planning are underway for a FY’19 launch.

Benefits for a universal diabetes management and treatment program include: • Consolidation of services to maximize efficiencies and standardize quality care measurements • A standardized solution for patients transitioning through the continuum of care • Reduction in hospital and patient care costs • Improved revenues through guaranteed reimbursement

N U T R I T I ON A N D W E L L N E S S

45

SERVICES

LAUNDRY AND LINEN SERVICES MAXIMIZING YOUR L INEN UTIL IZATION Our programs reduce your pounds per adjusted patient day through optimized linen utilization. We offer transparent pricing so you always know what you are paying – no hidden surcharges. HOLISTIC LINEN SOLUTIONS We do more than just process linen. We develop and implement tailored and logistically streamlined solutions that cover every aspect of the linen utilization cycle, ensuring that our colleagues have the high- quality linens they need, where and when they need them. LINEN UTILIZATION We implement linen management strategies that will help reduce overall linen usage, loss and costs. We work with our clients to establish bed change policies, appropriate par levels, installation of linen vending machines, and institution of discharge and trash audits to maximize linen utilization.

MULTI-LEVEL QUALITY ASSURANCE PROGRAMS 

• Periodic laboratory test piece analysis to determine tensile strength loss and whiteness retention  • Testing of wash formulas to ensure sanitization and correct pH to preserve linen life 

• Ensure water hardness levels are not interfering with the proper functioning of chemicals in the wash  • Periodic inspections of clean linens prior to shipment and an internal pre-shipment reject rate is tracked  • Cultures are taken of linen, machinery and submitted to an independent laboratory for analysis. Regulatory compliance is guaranteed. The design of our facility meets The Joint Commission’s recommendations and requirements governing a healthcare laundry facility and our processing operation incorporates, OSHA and other regulating agencie’ recommendations and requirements relative to sanitary conditions.

S E R V I C E S

PATIENT TRANSPORTATION EFFICIENCY THAT PROMOTES CARE

Our patient transportation services offer Ministries improvements in both capacity and revenue. We help free nurses to focus on caring for patients and eliminate work-related injuries. A streamlined patient transport department can often complete that same work in a fraction of the time with a lower cost labor pool. TouchPoint patient transporters are the front-line ambassadors of patient experience. Not only is our staff thoroughly trained in safe handling procedures from lifting protocols to infection prevention, they are prompt and efficient while displaying kindness and compassion to every patient, every time. TECHNOLOGY WITH MEANINGFUL ANALYTICS Mobile technology and TeamFLOW software improves patient care and ͞on-the-floor͟time. Transporters equipped with smartphones and managers with tablets convert a call center concept into a true roadmap to efficiency. Analytics and real-time performance metrics enable optimization and staff-to-patient engagement at industry leading levels.

BENEFITS OF OUR PATIENT TRANSPORT PROGRAM INCLUDE:

•  Improved nurse to patient ratios become a reality. As clinical staff are freed from transport duties, their time is truly reinvested in patient care at the bedside. Recent studies show that higher nurse-to-patient ratios reduce readmission probability by 25 percent. •  Reduced wait and LWOT from ED Department. As transport times improve, emergency department throughput •  Maximized capacity from diagnostic imaging. As patients move to testing and return faster, equipment utility and revenues improve while patient satisfaction improves. •  Improved equipment distribution process. As we centralize equipment storage, create on-demand equipment distribution programs and hardwire equipment return trips, we can help solve equipment shortages. is expedited with additional patient engagement focus and less frustration.

49

PATIENT OBSERVATION ATTENDANTS HELPING TO SAFEGUARD PATIENTS WITH BEHAVIORAL OR MENTAL HEALTH CHALLENGES

The Joint Commission now requires hospitals to provide one-on-one visual and audible monitoring of patients who might pose a risk to themselves or others. Patient observers play a vital role in helping our client Ministries keep patients who have behavioral or mental health diagnoses from harming themselves. In response to the heightened focus by The Joint Commission and client demand, we’ve added this new role to our line-up of hospitality services. WHY IS THIS IMPORTANT TO YOU? When video monitoring won’t suffice, one-on-one visual and audible monitoring is required and often regarded as an essential health benefit under the Affordable Care Act. Today many hospitals commonly use nurses, security guards or other highly paid associates to fill the need. With compassionate patient observation attendants, TouchPoint helps you achieve your compliance and cost containment goals. And it will help your nurses, PCTs and clinical leadership focus on clinical patient care.

Patient observation attendants monitor the patient 24/7 with visual and audible observation of each patient’s behavior and condition; engaging the patient, as appropriate.

• Observation is compliant with regulations and patient needs. • Features 24-hour TouchPoint leadership coverage. • Managed process includes scheduling, shift-change protocols, unannounced spot checks and written reports on the patient’s behavior and condition. • Observers are CPR-certified, TouchPoint-trained and hospital-based MOAB-trained. • Additional training is offered to support patient transport and toileting. BUILDING ON YOUR FALL PREVENTION PROGRAM Patient observers can easily become part of your Ministry’s fall prevention program. Research has found a statistically significant correlation between lower rates of falls with harm and the use of patient observers. 1

At least 30 percent of all falls result in a moderate to severe injury and are regarded as a hospital-acquired condition. 2

1. Feil M, Wallace SC. The use of patient observers to reduce falls: best practices. Pa Patient Saf Advis 2014; 11(1):8-14.

2. Agency for Healthcare Research & Quality

S E R V I C E S

51

VALET PARKING

When a guest pulls up to the entrance of a hospital, often the first person they encounter is the valet parking attendant.

At TouchPoint, our well-trained and professional parking attendants make the first impression one to remember, greeting visitors, parking their car and retrieving it on departure. We go beyond simple valet service by assisting patients and their guests with bags, wheelchairs and other personal items. Our parking attendants receive yearly motor vehicle training, as well as CPR certification. They also go through rigorous customer experience training focused on making a lasting first and final impression.

In addition, valet parking attendants work closely with patient transportation to anticipate and accommodate patient needs and deliver quick, efficient service. This close relationship between the patient transportation and valet parking teams tie into our integrated approach and improve patient throughput and flow.

Key elements of the valet parking andpatient transportation partnership include: • Parking attendants cross-train with patient transportation to ensure they can safely assist patients and guests to and from their cars.

• Patient transporters communicate with valet about where patients are moved and when they are discharged to ensure that the cars are ready upon exit, which reduces wait time.

S E R V I C E S

TICKETLESS VALET SERVICE BY SMS VALET Enhancing the guest experience Going to the hospital can be a challenging experience, so why make things harder for patients by handing them paper tickets? The SMS Valet system takes the hassle out of the valet experience by allowing hospital guests to request service right from their phones.

This ticketless text message valet platform is easy to use. When a guest arrives at the hospital, they provide their last name and cell phone number to the valet attendant. The valet attendant uses the SMS Valet system to generate a text message “ticket.” When the guest is ready to leave, they simply follow instructions in the text message to request their car. There are no long codes to enter and no paper instructions to distribute or read. It’s just a simple exchange of texts between our valet attendants and hospital guests. • Vehicles may be requested before arriving at the entrance, reducing wait time. • Guests can request their vehicles at any valet entrance, regardless of where they came in. • Guests who don’t wish to share their number with us can still receive traditional valet service.

Pricing varies per location and number of cars parked

53

Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36 Page 37 Page 38 Page 39 Page 40 Page 41 Page 42 Page 43 Page 44 Page 45 Page 46 Page 47 Page 48 Page 49 Page 50 Page 51 Page 52 Page 53 Page 54 Page 55 Page 56 Page 57 Page 58 Page 59 Page 60 Page 61 Page 62 Page 63 Page 64 Page 65 Page 66 Page 67 Page 68 Page 69 Page 70 Page 71 Page 72 Page 73 Page 74 Page 75 Page 76 Page 77 Page 78 Page 79 Page 80 Page 81 Page 82 Page 83 Page 84 Page 85 Page 86 Page 87 Page 88 Page 89 Page 90 Page 91 Page 92

Made with FlippingBook - professional solution for displaying marketing and sales documents online