University of Louisville Hospital
Louisville, KY
University of Louisville Hospital Reinforces Patient Confidence Through a Visible Culture of Clean
University of Louisville Hospital (UofL) is a critical care provider for the region, maintaining 1.2 million square feet of space daily and serving as a primary teaching and trauma center.
UofL has partnered with Crothall for environmental services since 2009, transitioning to a full-service model in 2011. As the hospital became part of a nine-hospital system, leaders placed greater emphasis on consistency, visibility, and patient experience at the flagship hospital—particularly as cleanliness scores and workforce stability became areas of increased visibility.
For UofL, environmental services play a visible role in how patients perceive care and how efficiently clinical teams can move patients through the hospital.
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60
discharge turnaround times sustained for six consecutive years
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3000
additional rooms cleaned year-over-year with no added staffing
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16
cumulative improvement in HCAHPS cleanliness Top Box scores
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29
faster average room turnover compared to a peer hospital, generating approximately $700,000 annually in reclaimed bed availability
For UofL, EVS performance reflects the level of consistency and confidence expected of a system flagship—measured not solely by tasks completed, but by the confidence it creates for patients, clinicians, and leadership alike.
At University of Louisville Hospital, consistency matters. The work behind environmental services is visible to patients, clinicians and leadership, and plays a key role in how confidently we move patients through the hospital. What has made the difference is not a single initiative, but the disciplined approach that reinforces collaboration, teamwork, and accountability to provide this confidence every day.
Steve Amsler System Vice President of Facilities, UofL
The Challenge
UofL has partnered with Crothall for environmental services since 2009, transitioning to a full-service model in 2011. As the hospital became part of a nine-hospital system, leaders placed greater emphasis on consistency, visibility, and patient experience at the flagship hospital—particularly as cleanliness scores and workforce stability became areas of increased visibility.
For UofL, environmental services play a visible role in how patients perceive care and how efficiently clinical teams can move patients through the hospital.
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Improve HCAHPS Scores
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Patient Safety/Patient Experience
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Operational Efficiency
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Workforce Management
Initiatives and Programs
- through reinforced SOPs, daily accountability, ATP testing, UV disinfection, and ongoing equipment investment.
- by introducing workforce management tools to improve task completion, identify workflow gaps, and rebalance workloads in real time.
- by adding ED concierges, patient ambassadors, and a dedicated patient experience manager.
- through Positive Impressions and High-Profile Cleaning practices supported by leadership rounding and coaching.
- the first interaction with the hospital for many patients—through expanded concierge services, amenities, and visible between-patient cleaning.
Outcomes
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• ~60-minute discharge turnaround times sustained for six consecutive years.
• 3,000 additional rooms cleaned year-over-year with no added staffing.
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• 16% cumulative improvement in HCAHPS cleanliness Top Box scores.
• 21% voluntary turnover, below industry averages.
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• 29-minute turnover: faster average room turnover compared to a peer hospital, generating approximately $700,000 annually in reclaimed bed availability.