Support Services Strategies in a Pandemic
Compass One Healthcare responded to COVID-19 with new products, new protocols and new ideas but COVID-19 was not the first coronavirus and may not be the last.
Compass One Healthcare is the union of two premier support services specialists – Morrison and Crothall. Each of the 9 services offered by Compass One is a unique, specialized solution that applies protocols honed in over 2100 locations and throughout 90 combined years of healthcare experience.
Specialized services deliver higher quality outcomes but they must work in unison. There must be one vision for delivering outstanding Patient experiences, converting analytics to powerful information and providing “humble heroes” who want to do more than expected.
Compass One Healthcare Case Studies
Each one of our specialized Compass One services will take you further. But combining any of our 9 services will take you further, faster. Better performance. Better results. Better experiences. Read how this synergy has benefitted our Clients.
Compass One is the union of two premier specialists: Morrison and Crothall. Together, we offer unique, specialized services and a customized approach to fit the needs of facilities under 125 beds. We provide tailored solutions to help you navigate supply chain uncertainty, stabilize your workforce, and overcome budget constraints.
The health system chose Compass One Healthcare to outsource Environmental and Food & Nutrition Services to increase productivity and improve patient care.
One of the nation’s leading healthcare providers selected Compass One Healthcare (Crothall Healthcare) in late 2021 to provide Ambulatory Environmental Services (Ambulatory) for a large health system that includes 47 medical office building sites.
From apprenticeship programs to first-time manager boot camp, Compass One Healthcare and Shirley Ryan AbilityLab have developed a workforce management program to retain and grow support services team members Their decision led to a financial commitment to add Environmental Services (EVS) team members and create a “Culture of Clean” across the entire 726-bed facility. As part of the new culture, department leaders are required to go on patient rounds to observe cleanliness protocols, and their bonuses are tied to the cleanliness scores.
Following three years of flat patient satisfaction scores, UC Health’s leadership team decided in late 2020 to overhaul its approach to the patient room and hospital cleanliness. Their decision led to a financial commitment to add Environmental Services (EVS) team members and create a “Culture of Clean” across the entire 726-bed facility. As part of the new culture, department leaders are required to go on patient rounds to observe cleanliness protocols, and their bonuses are tied to the cleanliness scores.
Princeton Medical Center, a top-ranked general hospital and part of the Penn Medicine Group in Plainsboro, NJ asked Compass One to manage the patient experience in their original facility. Based on quick improvements, other Compass One services were added.
Patient perceptions of safety, quality and experience
Crothall Case Studies
Crothall has been serving the healthcare industry for over a quarter century. We specialize in support services so our Clients can focus on healing. Each service line offers our Clients a passionate set of Craft Masters in that chosen field.
Our seven services include Environmental Services, Patient transportation, Healthcare Technology Solutions, Facilities Management, Ambulatory, Sterile Processing and Laundry/Linen.
Children’s hospitals typically do not rely on patient transporters in the patient discharge process. Instead, parents or floor staff escort children out of the hospital when it is time to leave. The downside to removing patient transportation (PT) from this process is a significant lag between when a child’s room becomes empty and when environmental services (EVS) is notified to clean the vacant room. Pediatric hospitals that align PT and EVS under one support services provider can expect to see improved bed turnaround time (TAT), safer discharge processes, and a revenue boost.
Our patient-focused strategy for earning trust and lessening anxiety while ensuring environmental satisfaction comes alive in a recent collaboration with MedStar Health System.
Crothall Healthcare Facilities Management ensures the high-quality maintenance of the facilities and equipment that support excellent health care in hospital settings. Genesis Health System, a regional health care provider in the Quad Cities area of eastern Iowa and western Illinois, partnered with Crothall to increase the efficiency of their efforts maintaining their health care facilities.
Crothall Healthcare’s Facilities Management Division is dedicated to ensuring peak performance for health care systems so clinicians and support staff can offer the best possible care to their patients. United Health Services (UHS), the largest health care provider in New York State’s Southern Tier, included Facilities Management in their portfolio of Crothall service contracts and are already enjoying the benefits.
Crothall Healthcare provides vital support services for health care environments across the country, setting the standard for improving patient experience and satisfaction. Lehigh Valley Hospital-Cedar Crest, a 981-bed comprehensive care center, is the largest hospital in the city of Allentown, Pa., and the surrounding region which is home to more than 500,000 people. The facility’s emergency department (ED) includes a Level 1 Trauma Center seeing an average of 90,000 patients per year. Crothall units partnered up and joined with Lehigh Valley Health Network’s patient experience team to enhance the hospital’s ED environments.
Crothall Healthcare Environmental Services rise above clinical support, bringing top- quality experience in every health care setting to improve patient safety and provide the best support to clinicians. Crothall partnered with The Institute for Rehabilitation and Research (TIRR), a 134-bed rehabilitation hospital in Houston’s Memorial Hermann Health System, to provide cutting-edge service in cleanliness and safety.
Crothall Healthcare has redefined “patient experience” in hospital settings, with processes that build value into health care activities while improving outcomes and generating more time for patient care. Jersey Shore University Medical Center (JSUMC), a 546-bed hospital and trauma center in the Meridian health family of health care, has partnered with Crothall to fight hospital-acquired infections (HAIs) with capital investment and improved procedures.
Crothall introduced new practical tools and a new culture. “Crothall transport leaders effectively communicated with hospital leadership at all levels, emphasizing the alignment with the institution’s priorities and culture to drive improvement in patient transport operations. UChicago Medicine senior leadership selected Crothall Healthcare over its competitors after a national RFP process,” said Daryl Wilkerson, Vice President Support Services at UChicago Medicine.
Crothall Healthcare Patient Transport Division is constantly improving patient transport outcomes, with processes built specifically for their hospital settings. Memorial Hospital Belleville, a 222-bed acute care hospital serving southwest Illinois and employing more than 2,300 people, partnered with Crothall Patient Transport Division to reduce transport times and enhance the patient experience on their spacious campus.
Crothall’s process-focused approach yielded quick, lasting results. Patient Transport at Reid Health is one of Crothall Healthcare’s Patient Transport “Best in Class” results. Transporters at Reid increased volume across all hospital departments by combining software and centralized organization. Transport times dropped steadily as safety increased: transporters arrive for patient pick-up within 10 minutes for 99% of calls.
Crothall managers and methods increased transport efficiency to the radiology department by more than half, decreasing turnaround time for inpatient procedures by over 55%. May 2016 ended with 90% of radiology trips at the target turnaround time or less, up from 58% only ten weeks earlier. "The increased consistency really helps with scheduling our procedural cases that require doctors and anesthesia," said Bob Lohnes, CAT Scan Clinical Coordinator at Inova Fairfax Hospital.
Crothall’s Healthcare Technology Solutions (HTS) lowered biomedical service costs while improving service efficiency at NYC Health + Hospitals (NYC H+H). NYC H+H is the nation’s largest public health care system with 21 facilities, 11 acute care hospitals and 7500 beds serving more than one million New York City residents annually. Crothall HTS streamlined asset inventory and maintenance to save capital and create new competencies in inspection and evaluation.
Crothall Healthcare Technology Solutions has crafted a unique role in medical device support that saves cost while improving patient safety. Crothall’s EquipREADY program at CHRISTUS St. Frances Cabrini Hospital, a 281-bed facility admitting 12,000 patients in central Louisiana annually, has transformed into a model of time and resource efficiency while improving patient outcomes.
Metropolitan Hospital, a 325-bed urban hospital and part of New York City’s Health and Hospitals Corporation, partnered with Crothall Healthcare to overhaul their Sterile Processing Services department (SPS).
Crothall was called on by Peninsula Regional Medical Center to address plateauing patient ratings. Within a year, Crothall’s signature staff training and organization programs had increased average HCAHPS cleanliness ratings by 21.7%. Their 81.2 score is one of the best five scores among Maryland hospitals.
Inova Fair Oaks Hospital, with more than 337,000 square feet and 182 patient beds, is one of several hospitals in the Inova Health System that has been adopting Crothall’s processes and methods to raise their standard of care and increase collaboration between departments.
Crothall Healthcare Environmental Services (EVS) offer top-quality cleanliness and safety operations for patient rooms, hospital facilities and other spaces that require specialized care in medical settings.Children’s Hospital Colorado on Anschutz Medical Campus, a 444-bed general hospital for children in the Denver metropolitan area, utilized this expertise to become a regional leader in safety for patients and staff members.
Crothall created a solution for a large, tertiary pediatric healthcare facility that was experiencing bed life cycle management challenges in its stationary bed management as well as transport bed options. The program provided significant savings to the hospital, as well as improving the patient experience for countless children.
Morrison Case Studies
Morrison Healthcare is a leading national food and nutrition services company that proudly serves more than 650 hospitals and healthcare systems.
Monument Health is the leading medical center in the Black Hills of South Dakota and the surrounding areas.
A customized approach begins with understanding your associates. Our analytics division brings together experienced professionals from a variety of backgrounds and skill sets to help you make better business decisions at all levels of the organization.
Morrison Healthcare became the foodservice provider for Cleveland Clinic’s main campus and Children’s Rehabilitation Center in July 2017.
Twin Cities Community Hospital, a 124-bed acute care facility in Templeton, CA, with four Circle of Excellence awards from the Joint Commission, partnered with Morrison when it needed a food service program to match its quality of care.
Located in Joplin, Missouri, Freeman Health System is a 485-bed, three-hospital organization providing comprehensive healthcare to an area that includes more than 450,000 from Missouri, Arkansas, Oklahoma and Kansas. The not-for-profit health system is composed acute-care and critical access facilities: Freeman Hospital West, Freeman Hospital East, Freeman Neosho Hospital, and Ozark Center, a behavioral health division.
One of four hospitals in the Los Angeles County Health Services system, Olive View-UCLA Medical Center is an acute-care, suburban hospital serving the San Fernando, Santa Clarita and Antelope valleys. The 377-bed, not-for-profit hospital located in Sylmar, California, provides a full range of medical-surgical inpatient and outpatient services.
Morrison Healthcare and The Mount Sinai Medical Center formed a 10 year strategic partnership in June 2013 for Patient, Retail and Catering Services. Press Ganey mean scores went from 74.2 to 78.1 in just the first year. As of March 2015 the score has climbed to 80.6.
Yale-New Haven Hospital is a not-forprofit, 1,541-bed, tertiary medical center receiving national and international referrals. Located in the urban setting of New Haven, Conn., the 75-year-old organization provides comprehensive, multidisciplinary, family-focused care in more than 100 medical specialty areas as well as specialty hospital care to oncology, psychiatry and pediatric patients.
The vision for Alexandria’s community hospital began in 1872 and it continues today as Inova Alexandria Hospital, a nationally recognized, 318-bed community hospital that offers a full range of healthcare services.
Inova is a not-for-profit healthcare system based in Northern Virginia that serves more than two million people each year from throughout the Washington, DC, metro area and beyond. Inova’s five hospitals include more than 1,700 licensed beds and 16,000 employees.
University of Florida Health Shands (UF Health Shands) is a nationallyrecognized, 875-bed, teaching and research hospital that has been located in the urban community of Gainesville, Florida, for 56 years.
Princeton HealthCare System is proud to be among the most comprehensive healthcare systems in New Jersey. Our full continuum of care includes acute care hospital services, behavioral healthcare, acute rehabilitation, skilled nursing, home care, hospice care, ambulatory surgery, and fitness and wellness services.
Florida Hospital is one of the country’s largest not-for-profit health care systems with 22 campuses serving communities throughout Florida.