Leveraging Technology & Standardization for Systemwide Operational Efficiencies

Prisma Health partnered with Compass One Healthcare to discover the transformative impact of technology in improving operations and enhancing the healthcare journey for patients and caregivers.

2,827 licensed beds
1.5 million unique patients
26,500 meals served daily
4.6 million sq feet cleaned daily

The Opportunity

Following the merger of two legacy healthcare systems, Prisma Health emerged with a shared mission — to improve clinical quality and expand access to care for South Carolina residents.

Historically, the 15 hospitals operated with a mix of in-house and outsourced solutions, leading to variations in service delivery. Prisma Health chose to consolidate its Food & Nutrition Services and Environmental Services (EVS) programs under a single strategic partner eliminating inconsistencies, enhancing operational efficiency, and improving service quality systemwide.

This transformation was designed to create a seamless support structure that optimizes patient care, streamlines workflows, and elevates the healthcare experience for patients, caregivers, and staff alike.

Solutions

Elevating the Retail Experience

Retail food operations play a vital role in meeting the needs of patients, staff, and caregivers while also generating revenue.
Prisma Health introduced new technology to enhance efficiency, control labor costs, and improve accessibility across the enterprise. By leveraging InstaEat mobile ordering, Amazon Just Walk Out Technology, cashless kiosks, and Scan2Go, the retail experience has been enhanced by reducing wait times for staff and expanding food options for 3rd shift staff and caregivers.

Providing Timely, High-Quality Meal Service to Patients

Elevating the patient experience begins with focusing on timely, high-quality meals tailored to individual preferences.
MyDining technology enables real-time delivery tracking to ensure trays arrive within the appropriate timeframe which in turn, helps maintain proper food temperatures and supports patient satisfaction.
End-to-end process visibility allows staff to monitor each step of the tray build and delivery process, from printing meal tickets and assembling trays to final delivery. Areas for operational improvement are identified, workflows are streamlined, and tray timeliness goals are consistently met.

Harnessing Technology to Improve EVS Operations

We initiated a Task Management System to streamline EVS workflows, track assignments, and provide real-time task visibility.
EVS managers leverage the system to monitor task completion, address cleanliness gaps, and refine service standards.
Performance benchmarks were established to set clear expectations and reinforce accountability.
This platform allows for staffing adjustments in real-time to align with workload demands.

Raising Cleanliness Standards Through Innovation and Engagement

EVS rolled out High-Profile Cleaning (HPC) and Positive Impressions—which combines standardized cleaning protocols and meaningful patient engagement to address both the reality and perception of clean.
Our HPC Certification program validates that EVS staff meet competency standards, elevates their role, and reinforces the importance of workflow consistency.
Benchmarks captured in the Task Management System assess productivity and identify compliance gaps.
Real-time audits capture teachable moments, allowing staff to immediately reinforce proper protocols; employee recognition programs reinforce cleanliness goals.

Results

15.5% Increase in Retail Revenue (YoY) ($1.5MM)
93% Systemwide Tray Timeliness FY 2024
13-Minute Reduction in Room Turnaround Time
6% Average HCAHPS Increase at Locations Using HPC

"Leveraging technology to align our support services has been a turning point. Enhanced tracking, automation, and real-time reporting have allowed us to improve operational efficiency, elevate service quality, and create a better healthcare environment systemwide." - Stephanie Leonard, Prisma Health Executive Director Ancillary Services and Informatics

“Through standardization and technology-driven innovation, Prisma Health set the stage for a more responsive, high-performing service model that aligns with its commitment to excellence.” – Jeff Moser, Compass One Healthcare VP Strategic Partner Alignment

Download