Case Study: Improving patient satisfaction and operational efficiency at Centra Health
About Centra Health
Centra Health is a nonprofit healthcare system with four campuses in Central Virginia, operating CMS 5-Star rated hospitals, outpatient facilities, and long-term care centers. Focused on a patient-centered approach, Centra Health is committed to delivering quality care and enhancing the healthcare experience for patients and their families.
Introduction
Centra Health faced several operational challenges that impacted service quality and patient satisfaction. Ensuring meals consistently met dietary needs while maintaining high standards of quality required close attention. Additionally, providing clean, well-stocked restrooms for patients, visitors and staff remained a top priority. However, existing methods for gathering and addressing patient feedback were inefficient, limiting Centra Health’s ability to make timely improvements.
Key challenges
Manual audit processes
Centra Health relied on manual processes to track compliance and service quality, resulting in incomplete or inaccurate audit data. This inefficiency not only increased regulatory risks but also hindered the organization’s ability to implement meaningful operational improvements.
Paper-based results
Traditional feedback collection methods, such as paper surveys, led to low participation rates. As a result, Centra Health struggled to gather sufficient actionable insights from patients and staff, making it difficult to gauge satisfaction levels and identify areas for improvement.
Delayed feedback
The organization depended on Press Ganey feedback, which often arrived long after patients had been discharged. This delay made it challenging to address patient concerns promptly and ensure their overall satisfaction during their stay.
Inconsistent service standards
Without real-time monitoring and data integration, Centra Health experienced inconsistencies in food service quality and overall patient experience across its facilities. The lack of a standardized approach made it difficult to maintain uniform service levels and meet patient expectations.
Moving towards a solution
To overcome these challenges, Centra Health sought a more efficient and data-driven approach to service quality management. By implementing Touchwork solutions, the organization aimed to enhance patient experience, improve operational efficiency, and ensure compliance with regulatory standards.
Their processes around auditing for compliance and service quality were paper based and manual, resulting in operational inefficiencies and potential risks.
Implementing solutions to overcome key challenges
Centra Health collaborated with Touchwork to implement solutions that directly tackled these challenges, leading to measurable improvements across their operations.
Getting real-time patient feedback via QR codes and a rounding app
Centra Health introduced QR codes on patient trays to streamline the feedback process. These codes enable patients to quickly share their thoughts on meal quality, temperature, and staff interactions. Feedback is routed to the appropriate teams in real time, allowing for immediate action to address any concerns. Over time, the data collected provided valuable insights into recurring issues, driving continuous improvements in food service operations.
Streamlining tray assessments using an audit app
To improve the accuracy and quality of meal service, Touchwork created an app for Centra Health to perform detailed tray assessments. These audits ensure that each patient receives meals that meet their dietary requirements and preferences. The tool also allows for meticulous checks of food quality, temperature, portion size, and overall presentation. Photos of trays are captured during audits, which provides accountability and support staff training. As a result, tray accuracy has improved significantly, reducing errors and contributing to higher patient satisfaction.
Ensuring restroom cleanliness via QR codes and regular audits
Recognizing the importance of clean facilities, Centra Health implemented FixIT to perform regular restroom audits. For patient restrooms, the audits focused on addressing common issues such as shortages of supplies, unpleasant odors, and maintenance needs like leaking fixtures. Employee restrooms were also monitored, with staff providing feedback on cleanliness and maintenance. The actionable data collected through these audits allowed Centra Health to respond quickly to issues, ensuring that facilities remained clean and welcoming for both patients and staff.
Positive outcomes from targeted interventions
The implementation of these tools led to notable benefits for Centra Health. Patient satisfaction significantly increased as meals became more accurate and tailored to individual needs. Operational efficiency improved through streamlined audits and faster response times, while the use of data insights from TxtTapScan&Tell, CheckIT and FixIT informed better decision-making. Empowering staff to take proactive steps in addressing issues has fostered a culture of accountability and commitment to quality.
Setting a higher standard in patient experience
Centra Health’s efforts to improve patient experience, food quality, facility cleanliness, and responsiveness to feedback have led to a measurable enhancement in patient experiences. This case study highlights the potential for healthcare providers to achieve meaningful improvements by adopting technology-driven solutions tailored to their unique needs.
If you’re looking to optimize your hospital’s food service and facilities management, contact Touchwork to explore how our solutions can help.
