Case Study: Becoming a Trusted Healthcare Partner
Healthcare programs that help clients achieve desired outcomes
The Problem
Cleaning to the highest standards is crucial in the healthcare sector. A behavioral health hospital in the Midwest was frustrated with their service provider, who was unable to function as an effective partner. Instead of being a reliable member of the hospital’s operations, the service provider’s poor cleaning practices were negatively affecting the hospital’s staff and patients. The service provider was not providing site supervision, and therefore training, inspections, and customer communication were lacking. The provider was paying minimum wage, offered no benefits, and did not properly support their employees, which resulted in high turnover rates and inexperienced associates. Finally, the provider was not using the scope of work as a guideline for service completion and was contracting a third-party vendor for periodic work, and as a result, the regularly scheduled and periodic work was not being completed properly. Because of these issues, the hospital’s facility managers were spending their own time conducting inspections and training associates while dealing with complaints from employees and patients, all of which was an inefficient use of their time and the hospital’s resources.
The Solution
The hospital wanted a new provider who was a local company capable of providing quality, healthcare-specific services and who could offer a single point of contact. Because Marsden has a dedicated healthcare operations team, the hospital was assured that Marsden was experienced and capable of meeting their needs. In order to establish an effective service program for the hospital, Marsden leveraged the experience of our CHESP-certified staff experts and collaborated with the hospital’s facility managers to create a site-specific program. The action plan included the following solutions:
- Assigning a site supervisor to manage the onside team and be the hospital’s main point of contact, as well as establishing a team of outside supervisors to assist with support, safety training, OSHA training, and ensuring a fully staffed account
- Scheduling monthly outside supervision inspections and establishing a quarterly and semi-annual plan for periodic work, which are to be reviewed by outside supervision
- Utilizing our HR placement specialists for recruiting and hiring as well as offering competitive wages and benefits packages
- Implementing a comprehensive, healthcare-specific training program, including ongoing training requirements
The Outcomes
Marsden’s service program enabled us to become a trusted partner for the hospital. Through appropriate site supervision and hand-picked associates, we are able to execute a tailored plan designed specifically to meet the needs of the hospital. Marsden consistently maintains a high service standard and regular communication, which enables us to build a strong relationship with the hospital.
