How Encompass Improved Quality Assurance and Patient Satisfaction Scores for Broward Health
Broward Health is one of the 10 largest healthcare systems in the country. The public, non-profit hospital system has over 8,000 employees and 30 locations across the county. Facilities include a Level 1 Trauma Center, an award-winning children’s hospital, a comprehensive cancer center, a joint replacement center, cardiovascular services, stroke care, maternity care and a network of community healthcare centers.
Encompass manages over half of Broward Health’s building portfolio, and our partnership continues to expand.
The Problem
Patient satisfaction scores are increasingly important for health systems as hospitals are incentivized to provide value-based care. Perception of care is directly impacted by the cleanliness and appearance of facilities. Quality floor care is an important component of maintaining facility appearance. From ER visits to primary care and everything between, Broward Health had close to one million patient visits in 2019. Scheduling floor care was largely handled on reactive, as-needed basis. With a high volume of foot traffic, processing services reactively meant floor quality had to reach visually sub-standard levels before being addressed – potentially impacting patient satisfaction scores.
Broward Health was looking for a service provider that could effectively staff, train, manage, and retain dedicated on-site teams for a wide range of facility types and service complexities. Encompass stood out from other providers given our software platform, strong values/culture, and quality of service providers. Other candidates did not have a viable technology platform, increasing administrative time and creating a lack of transparency for service performance and quality.
The Solution
Encompass conducted an in-depth analysis of each facility and foot traffic patterns to determine the appropriate frequency of services and resources required to maintain variable floor types. We produced an actionable plan designed to meet the desired floor quality for each facility and our software platform allowed us to implement the associated plan, at scale.
By customizing a plan across site locations, Broward Health was able to implement a more proactive approach to floor maintenance. Our software platform reduced administrative burden by virtually automating work ticket generation and scheduling recurring services. Robust quality assurance workflows and a highly trained network of service providers ensured consistency in quality standards. Tracking systems provided new tools for hospital staff to monitor work tickets, key performance indicators, and quality metrics going well beyond standard compliance.
Our strong sense of values and commitment to elevating the role of facility professionals in the modern world consistently allows us to find and keep great people who do their best work. This directly matches the culture at Broward Health which ensured a great alignment between both companies.
Quality assurance has improved dramatically, with consistent scores of 95+% across all facilities.
The Results
Broward Health has been very pleased with our partnership. Quality assurance has improved dramatically, with consistent scores of 95+% across all facilities. The increase in quality positively affected HCAHPS patient satisfaction scores. These outcomes were achieved without increasing spend on floor care services. By automating monthly work tickets, facilities management workflows were streamlined, significantly reducing administrative burden. The organization now has deeper insight into the management of their facilities with access to data and key performance indicators that previously did not exist.
Broward Health is consistently pleased with our staff and their ongoing performance. Our matching values and cultural alignment have created synergies leading to ongoing quality service and a true partnership for both organizations.
