Magazine article Health Facilities Management

'Extraordinary People. Exceptional Care': Blanchard Valley Hospital ES Team Goes the Extra Mile

Magazine article Health Facilities Management

'Extraordinary People. Exceptional Care': Blanchard Valley Hospital ES Team Goes the Extra Mile

Article excerpt

In the ever-expanding world of health care marketing, physicians, nurses and executive leaders are getting plenty of face time these days. At Blanchard Valley Hospital (BVH) in Findlay, Ohio, things are different.

There, the community is just as likely to hear from environmental services (ES) associates and other department-level staff in TV and radio spots that trumpet the organization's vision: "Extraordinary People. Exceptional Care."

It may seem like a little thing. It's not. Not to those featured in the spots and not to the ES department leadership.

"What these associates do every day, what they bring to this job--they have the ability to be out there and to be recognized as partners vs. being an employee. They're not at the bottom of the totem pole," says Robin Cramer, manager of environmental services and communications.

The bottom is one place you'll never find the BVH ES team when it comes to performance and improving safety.

Compiling a stellar record in areas like patient satisfaction on room cleanliness and courtesy, reducing room turnaround times and maintaining a 95 percent hand-hygiene compliance rate, Cramer and her colleagues for the second straight year received the Finalist award in the 2013 ES Department of the Year Award competition. They earned the top score among hospitals with 150 beds or fewer. The award, sponsored by Cintas Corp., is issued jointly by Health Facilities Management and the Association for the Healthcare Environment and recognizes top-performing environmental services teams based on 14 criteria measured in entrants' applications.

Judges recognized the BVH ES team for continuous performance improvement throughout the 150-bed facility and its ability to continually expand services to meet patient and organizational needs.

Hospitality matters

This latter point perhaps best illustrates what makes the BVH ES team so successful. They continually work with other departments to improve overall performance, often expanding their responsibilities in the process.

The ES team complements nursing by responding to call lights, spending time with patients to help them order meals and understand how to use safety pull cords or the television controls. …

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