2016 EVS Playbook_12/16

P L AY B O O K EVS

About This Guide • All information in this guide is for use by TouchPoint Support Services associates only. Because our processes and procedures are proprietary, broader distribution is strictly prohibited. This guide should never leave the work premises. • While these guides are printed and static, the online version is kept up-to-date. Please use the digital playbook on the TouchPoint intranet to print information for posting or training.

Essentials This list represents the “essentials” of service delivery.  These proven elements enable us to deliver consistently on TouchPoint standards. The Essentials are considered mandatory. 1. The ten-step and high profile cleaning process with approved scripting is taking place on a consistent basis. 2. Three “patient room touches” are happening each day and duty sheets confirm that “touches” are implemented. 3. Housekeepers are assigned to specific units and duty sheets/lists are being utilized. 4. Daily LineUp meetings are conducted once per shift and attendance is documented. Monthly CHAT modules are completed and attendance is documented. 5. Common, core, ancillary, ED, public and first impression areas are clean, well-maintained and routinely monitored throughout the day. 6. Patient-ready rooms are either “conventional picture perfect” or “operational picture perfect.” Cues of clean are present in the room. 7. Discharge bed tracking and turn times are monitored for compliance by management. Targeted turn time = 45 minutes 8. Unity rounding is being done on a daily basis and being tracked through Acuity or TeamCoach. All actionable items are being addressed. 9. A scheduled floor care program is in place - floors are clean and free of debris, and corners and edges are free of build-up. 10. QAs and ATPs are completed by all managers and documented in TeamCoach according to our standard.

• To access this guide online, click on the “Associate Login” link on IAmTouchPoint.com

• In the text, you will see items highlighted in blue that reflect hyperlinks. The hyperlinks are functional only in the digital playbooks.

©2016 TOUCHPOINT SUPPORT SERVICES. ALL RIGHTS RESERVED; UPDATED DECEMBER, 2018

Strictly confidential; do not remove from premises or share outside of TouchPoint associates.

TouchPoint Support Services is committed to providing compassionate care at every point of human contact . We are all about selecting team members who are not only talented, but compassionate and fully committed to embracing a culture of excellence and exceptional hospitality that goes above and beyond in delivering the very best health care experience for every patient, resident and guest. Environmental Service Standards are essential to delivering an exceptional experience to everyone, every time. The purpose of this guide is to provide you with an easy-to-use, how-to guide that details the essential EVS standards and processes that are paramount in ensuring and maintaining a consistent level of quality and excellence in everything from the appearance of our carts, closets, equipment and facilities, to the patient rooms, clinical spaces and public areas we keep. This guide also covers the expectations and components needed in first impressions, genuine conversations and meaningful interactions that together always weave a beautiful tapestry of exceptional hospitality and memorable experiences!

Essential Environmental Service Standards

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

TABLE OF CONTENTS

INTRODUCTION Mission................................................................................... 11 Vision...................................................................................... 11 Top of Mind........................................................................... 11 GoBEYOND........................................................................... 12 POLICIES EVS Uniform and Dress Code.............................................. 18 Grooming and Personal Appearance.................................. 18 Patient Privacy (HIPAA) and Confidentiality........................ 22 PATIENT AND CUSTOMER EXPERIENCE Experience............................................................................. 26 Engagement and Scripting.................................................. 28 PATIENT SATISFACTION, CMS AND HCAHPS History and Guidelines......................................................... 34 Unity and QA Rounding....................................................... 38 EVS SERVICE STANDARDS Carts and Equipment ........................................................... 44 Inside View of Cart................................................................ 46 EVS Closet............................................................................. 48 Duty Lists, In-Service and Reporting: Duty Lists/Duty Sheets.......................................................... 50 AM/PM Shift Reporting........................................................ 52

GoBEYOND Daily Line Ups and Monthly In-Service Training.................................................. 54 Weekly/Safety Minders In-Service Training......................... 58 Interactive Cleaning Guide: Patient Room Touches.......................................................... 60 Cleaning Standards for Occupied Patient Rooms............. 64 Daily Patient Room Touches: A.M. Refresh.......................................................................... 68 Mid-Day: 10 Step - High Profile Clean. ............................... 70 P.M. Refresh........................................................................... 72 Additional Touch................................................................... 74 Interactive 10 Step High-Profile Cleaning . ..................... 76 Step 1 : Greet your patient as you foam in......................... 79 Step 2: Empty waste receptacles......................................... 83 Step 3: High dust above eye level, but not over patient..... 87 Step 4: Disinfect all high-touch and horizontal surfaces...... 89 Step 5 : Spot clean and disinfect vertical surfaces............. 91 Step 6: Clean and disinfect restroom.................................. 93 Step 7: Dust mop the floor................................................... 97 Step 8: Inspect your work..................................................... 99 Step 9: Damp mop the floor.............................................. 101 Step10: Talk with your patient as you foam out................ 105 TEAM Clean ........................................................................ 108 High Touch Areas ............................................................... 112

Patient Ready/Picture Perfect Room: Traditional and/or Operational Picture Perfect................ 114 Rest Room Cleaning Procedures....................................... 118 Discharge Bed Tracking and Turn Times . ...................... 122 ISOLATION ROOM CLEANING Personal Protection Equipment – PPE.............................. 126 Contact Isolation – Daily Room Cleaning......................... 128 Respiratory Isolation – Daily Room Cleaning. .................. 130 Isolation Room-Terminal Discharge Cleaning.................. 132 FLOOR CARE Conventional Floor Cleaning “must-do’s”........................ 138 Micro-Fiber Floor Cleaning “must –do’s”......................... 140 Dust Mopping..................................................................... 142 Wet/Damp Mopping.......................................................... 144 Carpet Care......................................................................... 148 Stripping and Refinishing................................................... 152 Top Scrub/Recoat................................................................ 156 COMMON/CORE AREAS Elevators. ............................................................................. 162 Stairwells and Corridors...................................................... 164 Restrooms............................................................................ 166 Entries and Guest Waiting Areas: Entrances, Lobby and Corridors........................................ 168 Waiting Areas...................................................................... 170

Patient and Ancillary Support Areas Nursing Stations, Nourishment, Clean/Soiled Utility, Patient, Staff and Public areas:......................................................... 172 Medical Office Buildings ................................................... 174 SAFETY Incident Reporting.............................................................. 178 Chemical Safety, Labeling and Usage............................... 180 Hazards/Right-to-Know/SDS Sheets. ................................ 184 Fire Safety ........................................................................... 186 Hospital Codes: Emergency and Disaster ....................... 188 Slips, Trips and Falls............................................................ 190 Electrical Equipment........................................................... 194 Back Safety. ......................................................................... 198 Sharps Container Cleaning................................................ 202 Radiation Safety. ................................................................. 204 INFECTION CONTROL Standard and Universal Precautions.................................. 208 ATP Testing.......................................................................... 212 Blood Borne Pathogens..................................................... 216 VRE/MRSA/C DIFF/TB........................................................ 220 Hand Hygiene/Glove Usage.............................................. 226 Waste Handling................................................................... 230 Proper Chemical Usage...................................................... 236 NOTES ................................................................................. 238

INTRODUCTION

Mission Statement I am committed to uplift the spirit of those I serve every day. I believe I can make a difference by serving with integrity, humility and optimism. I am TouchPoint.

Our Vision We will be the pioneers within the industry, transforming the customer experience in support services, touching the lives of those we serve by going above and beyond what we have always done and persistently creating a better customer experience. Top of Mind Initiatives • What are your patient satisfaction scores ? • What are you doing to promote unity with your hospital? • Are you achieving budget compliance ? • What are you doing to promote safety at your hospital? Have you had any recent safety claims ? • What are you associate engagement scores ? What are you doing on a daily basis to engage your entire team?

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

10 | EVS Playbook

Introduction | 11

How do we Achieve Our Vision?

BE KIND

Being kind means doing things with purpose and acting with compassion at every point of human contact.

EVERY PERSON – EVERY TIME We believe that our exceptional hospitality services are the core of our business. We will provide every person with an experience beyond his or her belief every time. YOU ARE THE EXPERIENCE Each of our associates understands that they are the experience for every person we serve. From the time a guest enters the doors of the facilities we serve to the time they leave, the experience is unique to TouchPoint. OWN IT TouchPoint associates own the entire experience for our guests. Going beyond isn’t just a catch phrase, it’s simply our way of offering the very best in hospitality services to our guests.

GoBEYOND is TouchPoint’s comprehensive customer experience and culture enrichment program developed specifically to focus on onboarding new associates, engagement, in-service training, and recognition. It aligns Top of Mind objectives into operations and training. GoBEYOND focuses on 6 basic customer experience expectations that are easy to remember:

NOTICE IT

TouchPoint associates are trained to stop, look, and listen for ways to improve the patient experience.

DELIVER IT

We’re committed to delivering service to each and every guest that is beyond their expectations.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

12 | EVS Playbook

Introduction | 13

Stewardship This means we work and operate from a spirit of goodwill and stewardship, realizing that we all play a part in helping to save costs and resources. By doing this we help promote and support our ministries’ mission of providing service and care to the poor and vulnerable.

When we GoBEYOND for our guests, there’s a ripple effect that takes place and we can expect certain things to happen, which in part positively impacts our Top of Mind.

Safety When we are alert at all times and looking for ways to improve the experience, we will operate more safely.

Unity All of our departments will work together, going beyond for our guests. We call that unity. It provides our guests with a single TouchPoint experience.

Patient and Resident Satisfaction Our patients and residents will notice all TouchPoint associates going above and beyond, which will make them happier and more satisfied with their experience. Satisfied patients will reward us with higher ratings when they evaluate their care. Engagement When we are all working together and are focused on the same thing - going beyond for our guests- our jobs will be easier and more enjoyable. Teamwork and happiness are key.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

14 | EVS Playbook

Introduction | 15

POLICIES

EVS Uniform and Dress Code: • Designated uniform pant; clean and wrinkle free

• Designated uniform shirt; clean and wrinkle free

• For your safety, only safe, slip resistant shoes; solid black rubber soled, non-open toed and fully enclosed (no straps)

• Solid navy blue, black or white plain long sleeve shirt may be worn underneath

• Designated department T-shirts or other casual shirts are permitted for special projects or weekend attire per on- site facility guidelines

EVS Uniform and Personal Appearance

• ID Badge visible at all times

• Appropriate PPE’s to be donned per precaution protocols

• And of course Eye Contact and SMILE!

Grooming and Personal Appearance: • Clean and well-groomed hair, natural in style, color and appearance • Facial hair to be well-groomed, clean and natural in style, not extending past the corners or over the lower lip; sideburns to be trimmed, not exceeding past earlobes

• Clean, neat and conservative fingernails; tips to not extend past fingers. See hospital policy for standards

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Policies | 19

• Cosmetics and finger nail polish to be conservative; see hospital policy for standards

• For the well-being of our patients who are sensitive to smells and scents, heavy perfumes, scented lotions, and creams are to be avoided

• Tattoos and body painting are not to be visible and should be kept covered at all times

Not to exceed two: - Piercings per ear - Rings per finger or bracelets per hand - Studs or small hoops or gauges to be 1 inch diameter or less

• And of course Eye Contact and SMILE!

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

20 | EVS Playbook

Policies | 21

The privacy and security of patient health information is a top priority for patients and their families, healthcare providers and professionals, and the government. Patient Health Information (PHI) Protecting the PHI, privacy and security of all patients is a responsibility that every healthcare associate must abide by and protect. What is HIPAA? Health Insurance Portability and Accountability Act (HIPAA) is a government regulation designed to protect the patient, employees, hospital and Compass from inappropriate dissemination of information regarding the care of individual and collective patients. • All personal information about any/all patients will and should be treated as confidential and may not be shared or disclosed without the patient’s consent. • Healthcare associates must keep all patient information and documentation private, concealed and protected at all times. • Any printed patient documentation/information that is not filed must be discarded in confidentiality bins/ containment. HIPAA means: • Protecting the patient’s right to privacy.

Patient Privacy/HIPAA and Confidentiality

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Policies | 23

.

PATIENT/CUSTOMER EXPERIENCE

We are part of the healing team. Each and every day we are creating experiences for the people we serve and care for, and we want to make sure that those experiences are positive and become what we call “memorable moments!” It is said that what people remember two weeks from now will be their “experience”. InTouchPoint, part of our vision is to transformtheexperience by touching the lives of those we serve by going above and beyond and consistently creating a better experience. Together we can effectively enhance the experience of our patients, residents and guests through: •  Positive First Impressions of the physical surroundings and staff; creating and maintaining a healing atmosphere and environment. • Authentic and Meaningful Interactions by how we look, speak, act and react. •  Providing Genuine Service, Exceptional Care and Hospitality that’s thoughtful, thorough and detailed.

UNDERSTANDING THE IMPORTANCE OF Experience

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Patient Satisfaction, CMS & HCAHPS | 27

When interacting with patients or guests it is important that we always mentally prepare ourselves to focus on them, their needs and concerns; that comes through meaningful engagement and purposeful scripting.

• Engagement is the way we interact and occupy the attention of our patients.

•Scripting is the choice of words we use (“key words at key times”) during our engagement and interactions that convey important bits of information that we want and need people to remember from our time with them. Two common frameworks or models that we like to use that help us remember key points during our dialogue and interactions are: AIDET A Acknowledge people – eye contact and smile I Introduce yourself – by name D Duration – describe how long it will take

UNDERSTANDING THE IMPORTANCE OF Engagement and Scripting

E Explain – what you are going to do T Thank – for the opportunity to serve

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Patient Satisfaction, CMS & HCAHPS | 29

5 W’s of Care

Things to remember when scripting

Who you are Always introduce yourself by name.

• Make it your own – and enjoy the conversations!

• Be comfortable while you are communicating key words and phrases to them.

Why you are there Let the patient know that you have come to clean/refresh their room. What you are going to do Explain what areas of the room you will be cleaning as well as politely informing them that nursing will be caring for their bedding during their stay. When you will be returning Inform the patient of when you or one of your teammembers will be coming back. What not to say When entering, be sure to never ask, “How are you?” Such a comment or question could have an adverse effect on the patient. As a support service associate – we are not privy to their medical records and do not know what recent medical information the patient may be dealing with. We will be passing on to you “key words and scripting” that will need to be incorporated in your daily tasks and processes; we call it High Profile - Interactive Cleaning .

• Meaningful engagement and purposeful scripting woven together always form a beautiful tapestry of “exceptional experience.”

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Patient Satisfaction, CMS & HCAHPS | 31

30 | EVS Playbook

PATIENT SATISFACTION, CMS AND HCAHPS

HCAHPS stands for Hospital Consumer Assessment of Healthcare Providers and Systems , created by CMS, the Centers for Medicaid and Medicare Services. •  HCAHPS is the first national standardized and publically reported survey of patient’s perspectives of hospital care. •  The HCAHPS survey results/scores reported by CMS tell us how patients have rated their medical care and services received during their hospital stay – allowing us to know how we can improve the overall patient experience. CMS developed the HCAHPS Survey and administration protocols to: • Increase the likelihood that patients will respond to the survey. - Ensure that responses are solely the patient’s. - Ensure the responses are unbiased. - Must be conducted by a Third Party Survey company . •  PRC and Press Ganey are some of the primary third party vendors that Ascension Health uses to administer the HCAHPS survey. • Supplemental questions may be asked that are not part of the HCAHPS but must follow HCAHPS requirements and guidelines. • The survey is used to measure patient satisfaction.

History and Guidelines

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Patient Satisfaction, CMS & HCAHPS | 35

HCAHPS Cleanliness Question

“During this hospital stay, how often was your room and bathroom kept clean?”

PRC Supplemental Food Question

“Thinking of timeliness, temperature and accuracy, overall, how would you rate the food service?”

The outcomes of the CMS publically reported HCAHPS scores for each hospital is used to determine how much reimbursement dollars or VBP is to be given back to the hospital for the care provided to patients.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

36 | EVS Playbook

Patient Satisfaction, CMS & HCAHPS | 37

Unity Rounding is TouchPoint’s standardized rounding procedure where all managers from multiple TouchPoint service lines conduct daily patient visits with the expectation of every patient receiving at least one visit during their stay.

Through unity rounding, patients become aware of and/ or allow us to:

• Support their health and well-being.

• Set the expectations of their experience with our hospitality team.

Unity and QA Rounding

• Enable us to hear valuable, real-time feedback from patients in addressing patient, resident and guest needs.

• Gauge and provide a personalized and exceptional experience.

• Gather and trend information used in continuous improvement efforts.

• Collaborate with other service lines on service recovery and continuous improvement efforts.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Patient Satisfaction, CMS & HCAHPS | 39

Expectations and Requirements Include:

• Immediate input of results into TeamCoach; with a director’s review the following day to consider the need for additional follow up.

• Should replace all other rounding other than ATP testing or QA competency validation.

• Issues, trends, and actions should be discussed at joint management meetings on a weekly or biweekly basis.

Quality Measurement – QA Rounding: To ensure that the wellbeing of our patients is at its highest for safety and comfort, TouchPoint requires that our managers regularly conduct Quality Assurance assessments on the areas and rooms that our team cares for and services.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

40 | EVS Playbook

Patient Satisfaction, CMS & HCAHPS | 41

EVS SERVICE STANDARDS

Cart Set-Up and Break Down

View of Cart Set up: • All cleaning surfaces are face down • Mop bucket and wringer are clean • “Wet Floor” signs are clean • No linen is allowed under bucket • Cart is spot free and polished

Top view of Cart • Courtesy tent cards • Clip board for paper work and duty list • 10—Step Cleaning Guide • Clean Cloths • 5 quart “Puddle” bucket • Gloves

Carts and Equipment

Mop set up and usage for:

For conventional cart cleaning systems: - Mop water is changed after every three patient rooms and after every isolation room - Mop head is changed after every isolation room For micro-fiber cart cleaning systems: - Anti-microbial flat mops set and soaked in neutral cleaner solution bucket/container - Each micro-pad is used once per room and placed in collection bag designated to be laundered

• All chemicals are stored and locked in cart when cart is unattended

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 45

Example set-up for:

For conventional cart cleaning systems: • First Shelf: hand sanitizer, liquid soap, small toilet paper rolls

• Second Shelf: paper towels, multi-fold towels, large toilet paper rolls • Third Shelf: storage for chemical caddy, plastic liners, (Inside caddy: Crew bathroom cleaner and scale remover, Glance NA, Alpha

HP, Emeral cream cleanser, Wexide/Virex256, VirexTB or Oxivir (UHP) Stride, approved bleach product, bowl and brush carrier/Jonny-Mop) • Chemicals must always be locked inside of cart when cart is unattended For Micro-Fiber cart cleaning systems: • First Shelf: storage for chemical caddy, (Inside caddy: Crew bathroom cleaner and scale remover, Glance NA, Alpha HP, Emeral cream cleanser, Wexide/Virex256, VirexTB or Oxivir (UHP) Stride, approved bleach product, bowl and brush carrier/Jonny-Mop) • Second Shelf: hand sanitizer, liquid soap, gloves, plastic liners, small toilet paper rolls • Third Shelf: paper towels, multi-fold towels, large toilet paper rolls • Chemicals must always be locked inside of cart when cart is unattended

Inside View of Cart

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 47

• Floor is clear of supplies and debris is mopped regularly. Floors, corners and edges are kept free of build-up.

• Duty List, 10-Step Cleaning Process, Patient Ready/Picture Perfect Room and High Touch posters/bulletins are posted

• Sink/tub is clean

• Turn off water supply when not in use

• Chemical Dispensers (if present) are to be checked regularly to ensure proper water to chemical ratios are dispensing correctly. Report issues to supervisor for maintenance.

EVS Closet

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 49

Provided as a helpful daily roadmap, Duty Lists break down and outline essential cleaning requirements and areas responsibilities designated to each associate.

• Allocated cleaning assignments are signed both by the manager and the associate

• Copies are posted in the work area closet as well as in the associate’s file

• Generally they are updated and/or revised annually by management

DUTY LISTS, IN-SERVICE AND REPORTING Duty Lists/Duty Sheets

• Can be modified on an as needed basis to accommodate the needs of the department and/or hospital

• Provide a unitized outline of each associates daily responsibilities and cleaning assignments

• Daily team members receive a print out of duty sheets to their assigned area and utilize it to track, check off and record specific information such as: patients who declined room cleaning, maintenance issues in rooms, manager checks, etc.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 51

Shift reporting is designed to be used as an effective tool to help capture, record, follow up and pass on important status updates of ongoing projects, shift activities, hot spots and day-to-day quality assessment results of the department.

• Completed daily, by each manager; at least once a shift

• Reviewed and assessed daily by Unit Director

• Conducted by each manager prior to the start of a shift, during and one hour prior to shift’s end

DUTY LISTS, IN-SERVICE AND REPORTING AM/PM Shift Reporting

• Can be tailored per area of manager’s responsibility/ zone/coverage

Specific areas on the report form are helpful in tracking:

• Completed/planned projects

• Attendance

• Special needs/calls/requests

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 53

Gathering the team is an important time to review news and information pertaining to the department, hospital and TouchPoint. It’s also a great bonding time for developing team culture, camaraderie, associate engagement and recognition.

Ups GoBEYOND Daily Line-Ups

DUTY LISTS, IN-SERVICE AND REPORTING GoBEYOND

Daily Line Ups and Monthly In-Service Training

• Daily shift meetings, also known as huddles, givemanagers a chance to recognize associates while reviewing BEYOND principles and service standards.

• Line-up sheets creatively guide the team through important topics, conversations and fun facts.

• All associates must attend daily line-up meetings. 100% compliance required.

• Daily Line-Up Sheets to be signed by all attending associates.

• A record of daily attendance should be stored in a file for compliance review.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 55

GoBEYOND Monthly In-Service Modules:

• Interactive training focuses on one BEYOND principle each month.

• Delivered through a fun and informative 30 minute PowerPoint to each associate and are sometimes combined with the monthly CHAT session.

/ ––––

/ ––––

monday

––––

ups

AttendAnce Sign-in

Service TOpic Ectione volupid qui que pra dolor aliquisi dolo qui dis ad et, conest, occaes seque dolo eturiss edipsam, vellabo reniendamus sim ut oditaep ratur? Quis explate assit harumquid modi odic torem aut est, iunte volor solectae vel iusciunt fugit laborae est et fuga. Occus nem faccatio molorepedis nis dollant ut velicim sitaquatio. Obis eatibus.Ces rem ex explam, alique et, con et officit pro ea qui quia velit idebitas expliquia idundissunt, ipsant ut voloriatum volupit JOb Specific iNfO __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ reSulTS & recOgNiTiON Current Patient Satisfaction Score: __________ Benchmark: ______________ Service Recognition: _______________________________________________ __________________________________________________________________ Tips for Improved Service: __________________________________________ __________________________________________________________________ Special Occasions: _________________________________________________ __________________________________________________________________

• All associates must attend monthly GoBEYOND in-service training; 100% compliance required.

• Managers will receive a monthly notification email from the CHAT system when GoBEYOND materials are available and will have 30 days to complete and report the in-service.

PRC hCahPs sCoRes

evs

FooD

Fun Fact

Eruptatatum ipit, omnis et, ut in cusamet et dolum entis dolupta tiatisc imoloru pitio.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 57

You should conduct a comprehensive weekly review of environmental service related topics covering everything from the essential how to’s of our cleaning processes to critical components of safety “must-do’s in the workplace.

DUTY LISTS, IN-SERVICE AND REPORTING Weekly/Safety Minders In-Service Training

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 59

Our patients count on us to provide a hospitable environment that keeps themsafe and comfortable throughout their stay. With every interaction, our hospitality associates must support our patients’ perceptions, perspectives and expectations of a safe, clean and welcoming environment. Outlined in these pages we detail the award-winning processes that make TouchPoint’s environmental services unique. But true hospitality requires true engagement.

INTERACTIVE CLEANING GUIDE Patient Room Touches

With every interaction, remember to use: E ye Contact V oice Projection S mile

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 61

Look Your Best • Keep a neat, clean uniform

Important “Do’s” • Use patient’s last name when appropriate

• Wear your I.D. – to be visible at all times

• Avoid using terms such as “honey” “baby”, etc.

• Knock on the patient room door before entering

• Use common courtesies such as “yes, ma’am” or “no, sir,” “please and thank you”

• Respect the privacy of all patients and guests

Important “Don’ts” • Never say, “That’s not my job.”

• Place “Wet Floor” sign in front of door

Smile • Never underestimate the power of a SMILE!

• Never enter a room and ask a patient, “How are you?”. Such a comment could have an adverse effect on the patient in that they may be dealing with a difficult situation or bad news prior to your arrival.

Be Courteous and Introduce Yourself by Name • “Hello, my name is and I am from housekeeping. I am here to freshen your room.”

Anticipate Patient’s Needs • Be sensitive to noise around patient’s room

• Be respectful of patient’s personal items and ask before moving them

• Before leaving ask, “Is there anything else I can do for you before I leave?”

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

62 | EVS Playbook

EVS | 63

This overview is intended to convey the TouchPoint service standards for cleaning of occupied patient rooms.

• Cues of Clean

• A.M. and P.M. Refreshes

• 10-Step Cleaning Process

• High Profile Scripting

• TEAM Clean

INTERACTIVE CLEANING GUIDE Cleaning Standards for Occupied Patient Rooms

“Cues of Clean” and the strategy behind them

Non-Verbal “cues of clean” are a powerful communication tool of silent indicators purposely left or set up in a room to create a positive, hospitable impression AND to convey to a patient/resident or guest that housekeeping was in their room to clean. As most of our cleaning products are neutral in scent; and in certain instances where nursing has not yet made the patient’s bed, many patients and guests are unaware that housekeeping was in the room to clean while they were asleep or away. This common misunderstanding can have a negative impact on both the patient’s perception of cleanliness and their overall satisfaction and experience.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 65

To help bolster a positive experience and to alleviate this common misconception, the following “Cues of Clean” standards are to be used in both the preparation of a discharge room and/or as part of the mid-day clean.

• V-tipping toilet paper

• Towel amenities

• Courtesy tent cards: i.e., Welcome/We Were Here/While You Were Out, etc.

• Sani-strips on the toilet/bed side commode

• Blue disinfectant in the toilet water (per hospital approval)

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

66 | EVS Playbook

EVS | 67

Scripting

1. KNOCK and GREET WITH A SMILE! “Good morning! My name is _______ from the hospitality team. I have come to lightly freshen your room and address any immediate housekeeping concerns you may have.” 2. POLITELY INFORM and ASK “Later today, I will be returning to more thoroughly clean and sanitize your room. “For your safety, nursing will tend to your bedding during your stay.” 3. GRACIOUSLY EXIT “It’s been a pleasure to take care of you. Is there anything else I can do for you? “Would you like the door left open or closed?” “I will be back later this morning/afternoon (smile), I hope you have a pleasant morning.”

DAILY PATIENT ROOM TOUCHES A.M. Refresh (Average Duration: 2 mins)

____________________________________________________

• Greet the patient, introduce yourself by name and let them know why you’re there

• Lightly refresh the room and restroom. Check for visible soiling throughout - spot clean.

• Remove trash

• When you’re done, let the patient know that you or a colleague will be back later for a more thorough cleaning.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 69

Scripting

1. KNOCK and GREET WITH A SMILE! “Good morning/afternoon, my name is _______ and I’m

from the hospitality team. I have returned to clean and sanitize your room for you.”

2. POLITELY INFORM and ASK Complete the High-Profile 10-Step Cleaning Process

3. GRACIOUSLY EXIT “It has been a pleasure to care for you.” “Is there anything else I can do for you before I leave?” “I have the time.” “Would you like the door left open or closed? “I hope you have a restful afternoon (smile)... good-bye.”

DAILY PATIENT ROOM TOUCHES Mid-Day (Average Duration: 10-12 mins)

____________________________________________________

10 Step - High Profile Clean • Greet patient and provide scripted explanation of purpose for visit

• Conduct 10-Step High-Profile

• Upon completion, politely inform patient of upcoming late afternoon/early evening patient room touch by support services

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 71

Scripting

1. KNOCK and GREET WITH A SMILE! “Good afternoon/evening, my name is _______ and I’m from the hospitality team. I have come to freshen your room and restroom for the evening.” 2. POLITELY INFORM and ASK “Tomorrow morning, a member from my team will be returning to care for your room. Until then if you have any housekeeping needs or concerns, please let the nurse know and someone from my team will come by to give you assistance.” 3. GRACIOUSLY EXIT “It has been a pleasure to care for you.” “Is there anything else I can do for you before I leave?” “I have the time.” “Would you like the door left open or closed?” “I hope you have a restful evening (smile)... good night.”

DAILY PATIENT ROOM TOUCHES P.M. Refresh (Average Duration: 2 mins)

____________________________________________________

• Greet patient, provide scripted explanation of visit

• Provide light refreshing of room and restroom

• Check for visible soiling throughout - spot clean

• Remove trash

• Upon completion, politely inform patient of following day’s visits – wish them a restful evening

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 73

Occupied Patient Room Burnishing (optional)

• Greet patient, provide scripted explanation of visit by asking patient if they would mind having the floor burnished and shined

• Remove trash, replace liner

• Buff floor; being mindful of patient’s sensitivity to light, noises and heavy movement

• Upon completion, politely inform patient of upcoming late afternoon/early evening patient room touch by support services

DAILY PATIENT ROOM TOUCHES Additional Touch

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 75

Step 1 Greet your patient as you foam in

Step 2 Empty waste receptacles

Step 3 High dust above eye level, but not over patient

Step 4 Disinfect all high-touch and horizontal surfaces

Step 5 Spot clean and disinfect vertical surfaces

Interactive 10-Step High-Profile Cleaning

Step 6 Clean and disinfect restroom

Step 7 Dust mop the floor

Step 8 Inspect your work

Step 9 Damp mop the floor

Step 10 Talk with your patient as you foam out

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 77

STEP 1

GREET YOUR PATIENT AS YOU FOAM IN

High-Profile Scripting

”Good morning, I am_______, your housekeeper today. While I am here I will be cleaning and disinfecting your surfaces, restroom, floors and removing your trash. For your safety, nursing will tend to your bedding during your stay. Is there anything that you would like for me to focus on while I clean?” * If your patient is withdrawn or disengaged, you might say: “… I can see that you are trying to rest, so I will quietly clean and sanitize these areas and let you know when I am finished.” Disinfect Hands while Greeting Patient and/ or Guest • Knock and introduce yourself by name and establish your role as part of the hospital’s hospitality team. As you enter, let the patient see you “foam in,” so they’ll be aware that you are disinfecting and sanitizing your hands.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 79

• Using EVS (Eye contact, Voice projection, and Smile), look for cues on the patient’s condition and level of engagement.

• Inform them of what you’ll be doing and let the patient know what to expect from you.

• Be sure to respond to the patient’s level of engagement.

• After introduction, return to your cart, put on gloves and begin the cleaning process.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 81

STEP 2

EMPTY WASTE RECEPTACLES

High-Profile Scripting

“Is there any other trash I can take away for you?” • Using EVS (Eye contact, Voice projection, and Smile) – ask if there is any other trash items within the room that need disposed of before removing the bag

• Remove waste from restroom as well

• Never forget the possibility of needles or hazardous matter

• Do not compress waste with your hands or feet

• Hold waste away from your body

• Always tie off trash bag with “goose neck” knot

• Clean waste receptacle on the inside, outside and bottom using approved disinfectant

• Re-line with fresh bag

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 83

• Ensure knots and extra bags are facing the wall and not visible

• Keep biohazard waste separate from regular waste

• Remove soiled linens ONLY if hospital policy allows

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 85

STEP 3

HIGH DUST ABOVE EYE LEVEL, BUT NOT OVER PATIENT

High-Profile Scripting

“I will be dusting up high now; but not directly over you.” • Using EVS (Eye contact, Voice projection, and Smile), explain that you will begin to high dust at this time

• Never high-dust directly over patient/guest or their food

• Don’t forget to check the walls around vents for blown dust

• Work from right to left, or in a clockwise direction around the room

• Do not high dust in occupied: - CU/CCU/ NICU - Neutropenic Precautions - Mother/baby while infant is in the room - Rooms with patients with COPD or other sensitivities to dust particles and debris

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 87

STEP 4

DISINFECT ALL HIGH-TOUCH AND HORIZONTAL SURFACES

High-Profile Scripting

“To keep you safe and free from infection, I will be disinfecting surfaces that are handled a lot.” • Using EVS (Eye contact, Voice projection, and Smile), explain that you will now clean and disinfect the room • First, use approved disinfectant to clean high-touch surfaces nearest the patient, including: bed rails, over-bed tray table, bedside table, remote, nurse call button, and telephone. • After the patient’s high-touch surfaces have been sanitized, begin cleaning other high touch surfaces in the room (light switches, door handles) working from right to left, or in a clockwise direction around the room. • Use approved germicide/disinfectant properly, adhering to proper application and dwell times for the killing of harmful microorganisms (DO NOT RINSE/WIPE OFF after application!) • Ask the patient if there are any other areas they wish to have disinfected.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 89

STEP 5

SPOT CLEAN AND DISINFECT VERTICAL SURFACES

High-Profile Scripting

“Now I’m going to take care of your walls and windows.” • Using EVS (Eye contact, Voice projection, and Smile), explain that you will now spot clean walls, windows and curtains

• Use germicide or all-purpose cleaner

• Work from left to right in a clockwise rotation around the room, making sure you check each wall and curtain for stains

• Clean windows to remove any prints/smudges

• Use approved disinfectant to clean visible soilage on curtains. If stain cannot be removed – call your lead or manager for a curtain change/replacement.

• Be sure to clean walls around or behind waste receptacles

• Adhere to proper application and dwell times to work effectively

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 91

STEP 6

CLEAN AND DISINFECT RESTROOM

High-Profile Scripting

“I’m going to step away for a moment to clean and disinfect your bathroom.” • With caddy in hand and using EVS (Eye contact, Voice projection, and Smile), explain that you’re going to step away to clean and disinfect the restroom

• Pre-spray/treat shower and toilet bowl to give the chemicals time to work

• Adhere to proper application and dwell times for the killing of harmful microorganisms, etc. Do not rinse or wipe off after application.

• Continue to disinfect sink, shower and toilet with approved restroom disinfectant

• Do not use a toilet bowl brush (Johnny-Mop) outside of the toilet bowl

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 93

• Sink bowl is free of build-up, hair and spots. Clean and remove soap scum and build up under rim of sink and base of fixtures.

• Counters are disinfected including corners and edges

• Chrome and stainless steel hardware are polished and spot free

• Clean mirror with approved glass cleaner; streak and spot free

• Fill all paper, soap and shampoo dispensers (if applicable)

• Leave a great impression and “cue of clean” by v-tipping toilet paper and leaving blue disinfectant (per hospital approval) in the water

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

94 | EVS Playbook

EVS | 95

STEP 7

DUST MOP THE FLOOR

High-Profile Scripting

“I’m going to clean and sweep your floors now.” • Using EVS (Eye contact, Voice projection, and Smile), explain that you will now sweep the room to remove all debris and dust from the floor • Start at the farthest side of the room and dust mop toward the door • Always dust mop before damp mopping, in case of a blood spill

• Where applicable, microfiber products are preferred

• Keep the leading edge of the mop moving forward

• Do not shake mop to free excess soil

• Be aware of traffic around you when dust mopping

• Dust mop the entire floor, including under the bed and furniture • Remove the debris with your broom and dust pan or approved collection method) inside the room’s doorway and threshold.

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

Strictly confidential; do not remove from premises or share outside of TouchPoint associates. 12/18

EVS | 97

Page 1 Page 2-3 Page 4-5 Page 6-7 Page 8-9 Page 10-11 Page 12-13 Page 14-15 Page 16-17 Page 18-19 Page 20-21 Page 22-23 Page 24-25 Page 26-27 Page 28-29 Page 30-31 Page 32-33 Page 34-35 Page 36-37 Page 38-39 Page 40-41 Page 42-43 Page 44-45 Page 46-47 Page 48-49 Page 50-51 Page 52-53 Page 54-55 Page 56-57 Page 58-59 Page 60-61 Page 62-63 Page 64-65 Page 66-67 Page 68-69 Page 70-71 Page 72-73 Page 74-75 Page 76-77 Page 78-79 Page 80-81 Page 82-83 Page 84-85 Page 86-87 Page 88-89 Page 90-91 Page 92-93 Page 94-95 Page 96-97 Page 98-99 Page 100-101 Page 102-103 Page 104-105 Page 106-107 Page 108-109 Page 110-111 Page 112-113 Page 114-115 Page 116-117 Page 118-119 Page 120-121 Page 122-123 Page 124-125 Page 126-127 Page 128-129 Page 130-131 Page 132-133 Page 134-135 Page 136-137 Page 138-139 Page 140-141 Page 142-143 Page 144-145 Page 146-147 Page 148-149 Page 150-151 Page 152-153 Page 154-155 Page 156-157 Page 158-159 Page 160-161 Page 162-163 Page 164-165 Page 166-167 Page 168-169 Page 170-171 Page 172-173 Page 174-175 Page 176-177 Page 178-179 Page 180-181 Page 182-183 Page 184-185 Page 186-187 Page 188-189 Page 190-191 Page 192-193 Page 194-195 Page 196-197 Page 198-199 Page 200-201 Page 202-203 Page 204-205 Page 206-207 Page 208-209 Page 210-211 Page 212-213 Page 214-215 Page 216-217 Page 218-219 Page 220-221 Page 222-223 Page 224-225 Page 226-227 Page 228-229 Page 230-231 Page 232-233 Page 234-235 Page 236-237 Page 238-239 Page 240-241 Page 242-243 Page 244

Made with FlippingBook - Online catalogs