Hospitality in Healthcare
While SMS makes strategic investments in technology and equipment, we know that often what makes the biggest impact is simply communication. Patients overwhelmingly rate the level of their care higher when good communication between the patient, doctors, nurses and support staff — like EVS — is present.
That’s why SMS has implemented its proprietary Team Concept Plan. By focusing on communication, patient satisfaction and training, SMS brings hospitality to healthcare.
Communication
- Each morning our technician introduces themselves to the patient and removes any trash. He or she informs the patient of the day’s cleaning schedule and takes the opportunity to answer any environmental questions the patient may have.
- Our communication approach extends through to SMS Management. A member of the SMS EVS Management team rounds on every patient, every day, to ensure that each patient is receiving the level of care they expect, relative to environmental services.
Patient Satisfaction
- Upon entering the room, EVS technicians always inquire if it’s a convenient time for the room to be cleaned. This shows respect for the patient and allows them a degree of control.
- During our visits, we ask the patients about their preference for how we clean their room, whether they prefer to be in the room or absent during regular cleaning.
- EVS technicians leave behind contact information and clear instructions for the patient on how to request additional comfort items and services.
Training
- A recent study published in the Journal of Healthcare Management found that the biggest factor in patient satisfaction is hospital employee morale. We hire the best in the business and work hard to keep them. How? By making sure each employee sees their relationship with us as a career and not just a job. Comprehensive EVS training, ongoing education programs and defined career paths equip our employees to be responsive, hospitable EVS technicians.
- SMS’s training regimen for EVS technicians includes instruction on how to communicate with patients so that they feel informed on the services and procedures that are being performed in their rooms – making them as comfortable as possible during a vulnerable time.