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Prompted by Reform Incentives, Hospitals Aim for Customer satisfaction

Each day, the staff at Foothill Presbyterian Hospital in Glendora sets aside a patient room for an overhaul under the “Room a Day” program. This isn’t just ordinary housekeeping. It’s a 78-item checklist that ranges from waxing floors to tightening plumbing connections and disassembling ceiling ducts to replace air filters. Three Foothill departments join in the work, and a supervisor may add instructions for additional corrections.

According to Patrick Kegin, chief patient experience officer at Citrus Valley Health Partners – a Southern California consortium that includes Foothill Presbyterian and three other medical centers – the meticulous overhauls are about more than cleanliness. They’re about a state of mind.