Support services’ role in patient satisfaction

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, while heavily weighted toward nursing care questions, also highlights opportunities for maintenance and housekeeping staff to play a supportive role.

Though not clinical in nature, the contributions of these departments are crucial in complementing and enhancing patient care and satisfaction by maintaining a clean and quiet environment, both of which are addressed in HCAHPS questions. These staff members create a healing atmosphere, reducing patient stress and contributing to overall well-being. This, in turn, can enhance patients’ perception of nursing care, as a well-maintained environment supports infection control and overall comfort.

To effectively contribute to HCAHPS scores, maintenance and housekeeping staff should focus on:

• Infection prevention. Rigorous cleaning and maintenance protocols help support the nursing team’s efforts.
• Quick response. Efficient handling of maintenance issues, spills and room turnover reduces stress and hazards.
• Noise management. Proactive measures to control noise levels, such as quiet hours for renovation work, can facilitate a peaceful and restful environment.
• Collaboration. Regular communication with nursing teams will help identify areas needing attention and synchronize efforts in patient care.
• Thermal comfort. Implementing a hot/cold strategy to reduce room temperature variations and giving patients some control with an easy-to-use thermostat can enhance patient satisfaction.

An American Society for Health Care Engineering management monograph titled “HCAHPS Scores, the Patient Experience, and the Affordable Care Act from the Facility Perspective” provides further information on the topic. You can also view a list of the HCAHPS survey’s 29 questions. 

Pier-George Zanoni, PE, CIH, is an engineer plan reviewer and surveyor for Michigan’s Health Facilities Engineering Section.