Environmental Services and Housekeeping (EVS) Week recognizes the contributions of healthcare environmental services and housekeeping’s role in infection control, cleaning protocols, patient safety goals and overall customer satisfaction. This year, EVS Week was celebrated at Porter Health Care System September 14 through 20.
There are more than 80 EVS associates at Porter and according to Assistant Director of Environmental Services Debbie Wilson all are committed to maintaining a clean environment, but also view their role as one of customer service. “Our job is to put the patient first,” said Wilson. “When we are cleaning a patient room, we engage the patient in conversation and create a positive connection.”
Every time a patient room is cleaned, an EVS associate leaves behind a business card and a feedback form to let the patient know their room was cleaned, and to give the patient a way to contact the department and leave feedback about the experience.
Often, the feedback forms recognize EVS associates for more than satisfaction of a clean room. Stories abound of associates helping patients find their way around the facility or extending compassion to a patient and their family during a difficult situation. Three EVS associates were recipients of awards for these types of actions at a recent celebration that recognizes employees for going above and beyond the call of duty.
“This is by far one of the best hospitals I’ve ever worked for,” said Director of Environmental Services Marvin Ramey. “The housekeeping department, from the management staff to the associates, all present a level of compassion that’s just amazing. I’m typically bombarded with positive comments from patients about our department.”
EVS associates put patient satisfaction first, but recognize that patients are not the only customer they serve. “We definitely want to build our customer interaction,” said Ramey. “Our nurses, our physicians, all the lovely folks we work with, we perceive as our customers and try to do our best to meet and exceed their expectations.” EVS associates are quick to lend a hand to other departments in need of assistance.
To read stories about Porter associates going above and beyond, visit porterhealth.com/about/high-performing-associates.