The response from Emergency Services was "more staff and more supervisors”.

Community Hospital Calamity

Case Study

The Client

A 780 bed community acute care hospital, located in a suburb of a major metropolitan area.

The Department

Environmental Services (ES) includes cleaning and disinfection, patient and material portering.

What Was Happening

  • Hospital Acquired Infection (HAI) rates of MRSA and C-Difficile had increased, above peer facility and population norms
  • Outbreaks of both pathogens were occurring regularly, in multiple patient care units, including the ICU
  • Infection prevention and control has concerns about the performance of ES
  • The response from ES was "more staff and more supervisors”
  • The COO is taking heat from physicians; even the media has taken notice

HPS Approach

C1 Consult
Completed an operational review, confirmed the technical competencies and staffing requirements; we reported on findings and recommended actions.

C2 Create
Created environmental hygiene corporate policy, a manual of standard operating practices, unit specific customer service plans, individual position work routines.

C3 Coach
Trained all staff in infection control concepts and environmental hygiene methods; we coached the ES supervisors to raise their performance game.

C4 Confirm
Audited outcomes before, during and after our work; we met with staff, infection control and clinical teams throughout the project.

HPS Delivered Results

  • C-Diff and MRSA rates (adjusted) decreased by 41%, and are now within peer hospital and community norms (actually in the lower quartile)
  • The number of outbreaks has decreased
  • IPAC and Physician confidence in the environment of care has improved
  • ES staff is thriving with their new skills, clarified responsibilities, and balanced workload
  • ES leaders are solving problems pro-actively and finding solutions without asking for "more"