EVS Learning Lab Training Manual

EVS Learning Lab Training Manual

EVS Learning Labs

The strategy behind our standards

Strategy behind the labs

Before conducting the Learning Labs, begin by explaining the strategy behind the labs to your associates. If we expect our associates to uphold our standards and procedures, we must ensure they understand the " why " behind our methodologies. Below are links to the presentations that should be given prior to the labs. Notes are included for proper delivery of the power - point.

RESOURCES

Here are links to all posters and printables needed for the labs

Additional Resources

Patient Ready Rooms

Patient Ready Rooms

The overall point of this exercise is that we clean and inspect from the patient point of view, as well as using our EVS lens of expertise. Begin by setting up a room that would reflect the way nursing would generally prepare the room for a patient, just prior to their arrival. Here are some examples: linens pulled to base of bed, tray table pushed to the side, phone and call button/remote on side table, any other furnishing pushed out for patient transport, general supplies, like linens or towels stacked on tray table or window sill, basin and kidney bowls, etc,

For the restroom: port-a–potty in the shower stall, toilet seat up, stack of towels on the counter, etc

Ask each participant to step up to the threshold of the room and describe what they notice. Facilitator asks, "I want you to give me the first three things that come to you when you look at this space... there's no right or wrong answer." Then allow each participant to speak out the first three things they notice about the space. After all have shared, facilitator then calls back the participants observations and points out which of the list provided fall under EVS filter and which fall under a Patient/Guest experience filter. Spend time discussing that as EVS Operators, we often only notice things in rooms and spaces as the are on our "checklist" of things we inspect and work on, and usually do not take into account the emotional, feeling, atmosphere "touchpoints" or first impressions that our guests, patients and family members notice first in that space. Point out that the whole premise of this exercise and moving forward in our inspections, we need to put on the "patients/guest" lens or filter and inspect and check our patient ready rooms with their perspective in mind in conjunction with the professional EVS lens of things on our check list.

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Patient Ready Rooms

Typically, patient observations upon entering the room include the temperature of the room, the lighting in the room, the smell of the room, and how it makes them feel. They’ll also notice the atmosphere of the room; is it comforting? Inviting? And prepared? (We’ve heard things like “This room feels cold, gloomy," etc. or good things like, "I can see myself in the floor.” Patients won’t notice the smudge on the floor, but they will notice how shiny it is. Will they know if you are missing a tent card? Or a towel amenity? Probably not. However, they will know if the room looks rushed or not.)

Bring everyone to the restroom threshold and repeat the process of asking for first impressions. Facilitator asks, “Let’s talk about what a patient sees when going into the restroom?” (Wait for responses) Facilitator continues, “Let’s start with the shower curtain; what message does it send if the shower curtain is closed? The perception to many would be that you’re hiding something, or maybe someone’s behind it. " Facilitator goes on to highlight different areas of the restroom. The focus moves to the toilet/commode. “Not meaning to be graphic, but let’s think about the perspective of a patient from this vantage point. Where do their eyes go when using the commode and/or grabbing toilet paper?” (Wait for responses) “The line of sight is usually down and to the corners and edges of the floor, which are areas that we tend to overlook when cleaning.”

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Patient Ready Rooms

There are two types of Patient Ready Rooms: Conventional Picture Perfect and Operational Picture Perfect. Move participants inside the patient room and introduce the Patient Ready Room concept.

Ask, “Is there a difference between Operational Picture Perfect and Conventional Picture Perfect?”

“Conventional Picture Perfect rooms are the ‘brochure’ version of a room set up. Think about a magazine quality photograph of a patient room. While this room set up looks great, it might not be functional.” Ask participants, “After we've prepared a picture perfect room, what does nursing do before bringing in a patient?" (Wait for responses)

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Patient Ready Rooms

“Typically, nursing will come in and quickly push the sheets to the bottom of the bed, push the over bed table aside, move the call button, etc. This is basically un-doing everything we’ve done. When a patient arrives, unfortunately, this is the ‘patient ready room’ they’ll see. So, what is the first impression from a patient perspective?” (Wait for responses) “Because of this, we’ve seen the need to develop, ‘Operational Picture Perfect.’” Facilitator continues, “An Operational Picture Perfect room is a tailored-to-fit patient ready room, that considers the needs of nursing in the room set-up. The idea is to collaborate with nursing to design a room set-up that will not only help them, but will also make a positive first impression on our patients."

Things to discuss when collaborating with nursing:

Attention to detail is key. Discuss the psychology behind the perception of clean and it’s impact on HCAHPS. Find out what they need in the room prior to patient’s arrival, i.e. bed set-up/linen, placement of bedside table, towels, etc. Consider bed set-up options for different types of beds. For example, maternity and orthopedics would likely want to have the sheets folded all the way down. Upon agreement, this will become your operational set-up for that unit. This process should be completed for every unit.

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Patient Ready Rooms

Strategies to preparing the Patient Ready Room: Conventional or Operational

Facilitator begins, “What is the patient’s perception if they come into a roomwhere the bed is made, but it isn’t neat?” (Wait for responses) Facilitator asks, “When you go to a store to buy towels, have you ever noticed that each towel is presented in the same manner? You will find uniformly folded edges, concealing any rough seams. There is a strategy behind this: the rounded edges are more appealing to the eye." “Taking that concept to our beds, our sheets should have those same uniform folds.” Demonstrate the proper technique for folding down linens when preparing the bed. Be sure to tuck in any rough seams or edges.

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Patient Ready Rooms

Placement for Patient Ready Room

Facilitator should point out the following: When placing furniture in the room, be sure to think about our guests. It’s preferable to angle chairs and other furniture toward the patient, for ease of conversation. This is called the “conversational arc.” Many times guests will move the furniture toward the patient, regardless, and may damage the floor. Pillows openings should be window facing. Nurse call/speaker remote, phone and/or TV remotes should be placed neatly over or under the center of the pillow. Tailor tuck-in corners and smooth down the bedspread. Window blinds or shades are open and uniform. When thinking about blinds, consider the following: light is healing, but be conscious of the patient’s view. All doors are wiped down and free of all signage or tape remnants, with door plates clean, polished, and spot-free. Trashcan liners should never hang loosely over the edges. Demonstrate proper technique for trashcan liners. Consult nursing on placement of things like trashcans. (be sure they are not placed under the sharps container) Bedside/Over bed table is placed according to your Conventional or Operational room set up for that unit. Cues of clean are in place, for example, towel amenity and courtesy tent card. (If your tent cards tend to flatten out on the bed side tables, fold one corner to help it stand.)

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Cart Set Up

Cart Set Up

Although the type of housekeeping carts we have at our accounts will vary, the goal is to maintain our standard. The following is a guideline for cart set up, taken from our SOP Playbook.. In preparation for the lab, begin by setting up a cart to standard. The following will also list all materials needed for the lab.

View of cart set up:

All cleaning surfaces are face down Mop bucket and wringer are clean “Wet Floor” signs are clean No linen is allowed under bucket Cart is spot free and polished

Top view of cart:

Courtesy tent cards Clip board for paper work and duty list 10 Step Cleaning Guide Clean cloths 5 quart “puddle” bucket Gloves

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Cart Set Up

Mop set up for conventional cart cleaning system:

Mop water is changed after every three patient rooms and after every isolation room Mop head is changed after every isolation room

Mop set up for Micro-Fiber cleaning system:

Anti-microbial flat mops set and soaked in neutral cleaner solution bucket/container Each micro-pad is used once per room and placed in collection bag designated to be laundered All chemicals are stored and locked in cart when cart is unattended

Example set up for conventional cart set up:

First Shelf: hand sanitizer, liquid soap, small toilet paper rolls Second Shelf: paper towels, multi-fold towels, large toilet paper rolls Third Shelf: storage for chemical caddy, plastic liners, (Inside caddy: Crew bathroom cleaner and scale remover, Glance NA, Alpha HP, Emeral cream cleanser, Wexide/Virex256, VirexTB or Oxivir (UHP) Stride, approved bleach product, bowl andbrush carrier/Jonny-Mop) Chemicals must always be locked inside of cart when cart is unattended

This set up may vary, depending on the cart. For example, if you have the Rubbermaid carts, you would store your bathroom cleaner on the top shelf, as shown in the picture. The overall goal of this lab is to make sure our carts are making a good first impression and they are safe for our guests.

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Cart Set Up

Introduction to cart set up

This lab is usually done in conjunction with Patient Room Touches. Begin by discussing the cart as an opportunity to make a positive first impression. Many times our guests will see our carts before they ever see a housekeeper. We also need to remember use the patient filter when looking at our cart set up.

Cart cleanliness

If our carts /materials are dirty, patients and guests will notice and question the quality of our service. From ensuring the cleanliness of our "wet floor" signs, to using a fresh high duster, we have to focus on what our guests see. Many housekeepers hang trash bags on the sides of their carts. Sometimes these hold their clean or dirty mops, but our guest will see it as trash hanging off of our housekeeping carts. When considering your cart set up, make sure everything is organized, housekeepers are only taking the supplies they need for their shift (no hoarding materials), and no personal items or unapproved cleaning products are included in the cart. When associates are setting up or breaking down their carts, be sure no one is dragging materials down hallways, throughout the hospital, at any time.

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Cart Set Up

Cart description

Choose a starting point and walk around the cart, discussing the placement of materials. We always want to store paper goods above chemicals, in case of spills. It is optimal to have a bathroom caddy to house all bathroom chemicals and materials. During step 6 of the 10 step high profile clean, we want our housekeepers to have the caddy in hand while scripting with the patient. This shows our guests that we have the proper tools to clean their restroom. For the safety of our guests, be sure all brooms, high dusters, mops, etc, are pointed downward. Labeling the placement of each material can be very helpful. Duty sheets should be placed outside the cart, for easy access when managers are rounding. Review proper usage of chemicals.

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Patient Room Touches

Patient Room Touches

Our mission is to provide our patients with around the clock care. Our patient room touches (PRT's) should be a reflection of that. Touches are spread throughout the day and should be shared across shifts. Materials for this lab include all posters included in the Patient Room Touches folder and markers.

Importance of Patient Room Touches

Begin by reviewing the HCAHPS question. “During this hospital stay, how often were your room and bathroom kept clean?” Patient Room Touches are offered to align with the HCAHPS question. Discuss the importance of having a minimum of three patient room touches a day. Review the importance of never blending PRT’s. Note to managers: Review and explain the strategy behind never blending PRT's. Because the HCAHPS Cleanliness being a frequency question, our PRT have been designed to offer multiple visits to a patient everyday to underscore the "kept clean" in the question.

Recommended window of time for AM touch is from 7:00 – 9:00 PM. Recommended window of time for PM touch is from 4:00 – 8:00 PM.

Discuss the reasoning behind the PM touch: PM touches should happen after 4 PM; most visiting hours are in the evening and trash can pile up quickly. It's also important that our associates are seen by friends and family visiting our patients. Review time allotted for each PRT, when they are to be conducted, and what they consist of. Review proper EVS technique (Eye Contact, Voice Projection, Smile), other scripting guidelines and engagement.

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Patient Room Touches

Gallery walk

When setting up the room, spread three post-it posters around the room, with the following questions/statements written on them: "What are the first impression we make when entering a patient room?", "How can I anticipate my patient’s needs in the room?", “Do’s and Don’ts while in the room". Have themwrite responses down on each poster. Allow about five minutes for this procedure. (A best practice would be to play one upbeat song while they move about.) What are the first impression we make when entering a patient room? Briefly discuss responses Be sure to discuss E.V.S. (Eye contact, Voice projection, Smile), looking your best, respectfully ask to enter the room, and review AIDET.

How can I anticipate my patient’s needs in the room?

Briefly discuss responses Be sensitive to noise around the patient's room

Be respectful of the patient's personal items and ask before moving the Before leaving, ask "Is there anything else I can do for you before I leave

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Patient Room Touches

Do’s and Don’ts while in the room

Briefly discuss responses Use patient's last name when appropriate Avoid using terms such as "honey," "baby," etc. Use common courtesies

Role Play

Allow a couple minutes for trainees to review posters with appropriate scripting Ask for a volunteer to role play a patient (provide the "patient" with real life scenarios to role play) Ask for a volunteer to practice the AM and PM touch with appropriate scripting

Encourage all to participate and help if the volunteer gets stuck Avoid using EVS terms, such as "pull your trash" or "high dust"

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Restroom

Restroom

It's important that we train the proper technique for cleaning the restroom. The next lab will highlight our standards for cleaning the restroom. Materials for this lab include a caddy with approved chemicals, micro-fiber cloths, johnny mop, trash bags, dry/wet mops, and sanitary strips.

Introduction

Ask, “Why is step six (cleaning the restroom) one of the most important steps of the 10 Step - High Profile cleaning process?” This is a very important crossroad, because housekeepers are stepping away, out of the patient's view. Discuss and review the HCAHPS question, emphasizing where it states "how often was your room and restroom kept clean?" Our patients are rarely physically able to see us clean inside the restroom, per survey responses. Purposefully high profile this step by informing the patient, with caddy in hand, that we will be stepping away to clean the restroom. Review technique and appropriate chemicals, using the EVS SOP Playbook.

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Restroom

Demonstrate restroom technique

Step 1: Place wet floor sign in doorway

Empty, wipe down and re-line wastebaskets: Regular and Red Bio Hazard • Never push trash down with your hands • Always tie off trash bag with “goose- neck” knot Apply germicidal/disinfect solution to toilet and bedside commode and shower • Allow to sit on surfaces for proper dwell times Perform high dusting • Pay close attention to all horizontal surfaces Clean toilet, starting with outer surfaces first Clean outside of toilet in the following order: • Chrome handle and pipes • Top of toilet seat, then bottom of toilet seat • Clean rim of toilet seat - allowing it to air dry • Outside of toilet from top to bottom, paying special attention to the underside of toilet and piping • Pour germicidal solution into bowl and clean out with Johnny Mop • Do not immediately flush - allow proper dwell time Clean sink and counter with fresh cleaning cloth • Sink bowl is free of build-up, hair and spots. • Begin by cleaning under rim of sink to remove any soap scum • Counters are disinfected including corners and edges • Chrome and stainless steel hardware are polished and spot free, especially around base of fixtures • Special attention should be given to the underside of the bowl and piping as well Clean shower or tub with fresh cleaning cloth • Start at top and work your way down. Wipe down the shower curtain/door and rod. • Cleaned bedside commode to be placed back in shower • Shower curtain pulled neatly to right side of shower

Step 2:

Step 3:

Step 4: Step 5:

Step 6:

Step 7:

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Restroom

Demonstrate restroom technique

Step 8: Clean Mirrors • Mirrors are streak and spot free

Re-stock paper, soap and towel supplies • Hand soap/sanitizer dispenser is filled • Toilet and bedside commode have strips over seats • Towels and washcloths neatly hung/displayed • Toilet tissue is V-Tipped Clean wall of splash marks with fresh cloth Dust Mop – sweep the floor • Be detailed around corners, edges and under toilet to prevent build-up Damp Mop - wet mop the floor For Micro-Fiber mop cleaning systems: • Use fresh micro-pad • Upon completion remove and place in collection bag - designated to be laundered Conventional mop cleaning systems: • Dip mop into mop bucket filled with neutral cleaning solution, damp mop restroom floor • Upon completion, thoroughly rinse mop in mop bucket filled with cleaning solution Remove wet floor sign once floor is completely dry

Step 9:

Step 10: Step 11:

Step 12:

Step 13:

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Safety

Safety

The purpose of this lab is to review proper PPE protocol, infection control regulations, and the Compass safety pledge. This is a very hands on and interactive lab that will require enough PPE for every trainee. Materials needed include: copies of the safety pledge, gowns for all participants, gloves, ear loop and (one) N95 mask.

Introduction

Begin by passing out the safety pledge to all participants. Explain that this must be signed by every associate on a yearly basis and filed. Go through the each section of the safety pledge.

I will pay attention to any and all safety training I receive.

This includes training received in pre-service meetings, CHAT, GoBEYOND, weekly minders, etc. I will wear approved, clearly marked, slip-resistant shoes while at work (unless otherwise instructed by my supervisor).

Discuss options to purchase slip resistant shoes, such as Shoes for Crews. Shoe covers can be used for associates that do not have slip-resistant shoes

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Safety

I will wear all required personal protective equipment (PPE) such as, but not limited to rubber/vinyl aprons, rubber gloves, safety goggles, face-shield or other approved eye protection when performing any task that requires it including mixing or handling of cleaning chemicals. Note to facilitator: for individuals training this piece, please contact your ministry’s infection control department for proper PPE protocols and guidelines.Standard Precautions are the procedures you will use every minute you are at work. Because we cannot identify every person that may be infected, it is imperative that we treat all substances as potentially infectious. We must utilize Standard Precautions at all times. .

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Safety

General Standard & Universal Precautions come through the use of:

Engineering Controls Personal Protective Equipment (PPE) Proper Work Practice Good Housekeeping Techniques

The required PPE (Personal Protective Equipment) protocols are:

Contact Precautions: Hand Hygiene Gloves Gown Droplet Precautions: Hand Hygiene Gloves Gown Mask

Airborne Precautions: Hand Hygiene Gloves Gown Mask - Fit Tested - N95 Respirator Special Precautions: Hand Hygiene Gloves Gown Mask - Fit Tested - N95 Respirator

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Safety

Be very regimented on educating your associates on proper PPE protocol. Focus on when and where it should be worn. Practice hand sanitizing by asking all of the trainees to demonstrate the proper protocol. The proper technique for hand sanitizing is to use a golf ball size amount. Move hands together, creating friction and getting in between the fingers, per PPE standard protocols. Review hand washing protocol, per PPE standard protocols. Ask for a volunteer to demonstrate. A best practice is to lather soap in hands for the length of “Happy Birthday,” sung twice (at least 15 seconds) Ask, “How often should you wash your hands?” Hand sanitizer is not a substitution for actual soap. Associates should be washing their hands with soap after every three rooms they clean. Demonstrate and practice proper glove usage, per PPE standard protocols. Always sanitize hands before putting on gloves.

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Safety

Demonstrate proper glove removal, using the “pinch and peel” method: pinch at the wrist, pull and fold glove inside out. Then, using the removed glove, repeat the process on the other hand. Sanitize or wash hands, as appropriate, after removing gloves. Discuss when to use and frequency of changing gloves. Review the areas that require a mask and which type of mask. Discuss the two types of masks we use: surgical masks (ear loop) and N95. Demonstrate and have everyone practice with the surgical masks. Proper technique for the surgical mask: look for the blue writing on the mask. The writing side is what touches your face. Press the mask to your nose, pinching it down. Loop one ear, then the other. You shouldn’t be able to see your nose if applied correctly. Finish the process by pulling the bottom of the mask under the chin. N95 mask: these are used in airborne rooms. Every associate is fitted for the N95 mask upon hire and again annually. Demonstrate donning and duffing of gown, per PPE standard protocol. Have every attendee practice the process after the demonstration. .

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Safety

I will follow proper lifting techniques and will ask a co-worker for assistance if an item is too heavy or large for me to lift by myself.

Ask trainees “What the proper way to lift?” Ask for a volunteer to demonstrate. Bending from the knees is the proper technique for lifting. If something is too heavy, ask for help or break up the load into smaller, more manageable batches. Finding a cart to assist is another option. I will follow the “clean as you go policy” to ensure that any spilled/dropped items do not become hazards to myself or my co-workers. If I know of (or am made aware of) a safety and/or health hazard or unsafe work practice, I will immediately report it to my supervisor.

This includes things like broken wheels on carts, tripping hazards, frayed electrical wires, etc.

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Safety

I will not engage in any work practice that puts my co-workers, my customers or myself at risk of injury.

When something is out of reach, please use an approved ladder to retrieve it. Never use a chair, desk or other. Carefully remind other employees when they are being unsafe by being kind: “For your safety, my safety, and the safety of everyone else, can I bring you a ladder?” I will use the open communication process to inform my supervisor if I am unable to perform any of these initiatives due to lack of training or available safety equipment.

It is your responsibility to notify management, when you don’t understand something or need more training or clarification.

If operating, or riding in, a vehicle on Compass Group business I will wear a seatbelt and obey applicable traffic laws.

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Ask, “Does this apply to EVS? Do we operate any vehicles?” All of our riding floor care machines are considered vehicles. Because these machines can cause injury to oneself and others, seat belts must be worn, and operators must be extremely mindful to prevent injury. Appropriate floor care signs must be displayed while operating machinery.

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Safety

Regardless of how minor it may seem I will report all accidents or injuries to my supervisor immediately.

Always report an injury. No matter how small it may seem, it could turn into something bigger. If you don’t report the injury, you have no defense, should the injury become more serious. “If it isn’t documented, it didn’t happen.”

In the event I am injured as the result of a work-related accident, I will cooperate with and keep my supervisor informed.

It is your responsibility to notify management of any and all doctor appointments, etc, associated with an injury.

I have received a copy of the current Compass Group Associate Safety Guide and reviewed it with my manager/supervisor (Newly hired associates or as required, all other place N/A in initial block).

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From a management standpoint, this checklist is how your staff is held accountable. By signing this pledge, each associate acknowledges that they were trained in each of these areas.

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Safety

Refer to the EVS SOP Playbook, p 216 - 225. Blood borne pathogens (Hepatitis B, Hepatitis C, and HIV), how they are transmitted, where they exist, cleaning protocols and chemicals used. VRE / MRSA / C DIFF / TB, how they are transmitted, where they exist, cleaning protocols and chemicals used. (See EVS SOP playbook for more information) The use of proper standard precautions and cleaning protocols are key to effective infection prevention. BRIEFLY discuss and review the following:

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Safety

Cart safety: discuss and demonstrate proper technique for safely operating carts.

Visually inspect the cart.

Look for broken wheels, wheels that are difficult to roll, sharp edges, cracks, broken

handles, and any general disrepair.

If assessed not useable, tag " Do not use " and notify supervisor.

Loading and unloading carts:

Wear slip resistant shoes.

Check the weight by gently attempting to lift it. Solicit assistance if object is heavy.

Use two hands to lift and carry items when appropriate.

Squat in front of object, bend at the knees and / or waist, keep back straight. Place one of

each hand on opposite ends of object. Lift with your legs until standing in full upright

position. Carry up against the body to keep your center of gravity even.

Do not overload carts. Load each cart from the bottom to the top, filling up every shelf. This

keeps the cart from being top heavy. However the heaviest items should be on top of the

cart.

Do not stack objects above chest level.

Ensure objects are secure and stable. Check load is intact.

Make sure nothing is hanging over the edges. No protrusions.

Cover containers before transport. Allow room for liquid movement in container.

It is better to push than pull a cart. Push carts unless instructed otherwise due to

patient / visitor safety.

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Safety

Prepare to push the cart

Never maneuver more than one cart at a time.

It is better to push than pull a cart. Push carts unless instructed otherwise due to

patient / visitor safety. Avoid pulling a cart from behind or beside you.

Face the cart and place both hands on the cart ( on the handles where applicable ) . Keep

hands inside the cart frame at all times to avoid pinching or striking hands against door

frames, walls, etc.

Stand in an upright position, centering the cart in the middle of your body.

Prepare to push with your legs. Never use arms, shoulders, or lower back to create

momentum.

Confirm path and walking surface is clear.

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Safety

Push the cart to destination.

It is better to push than pull a cart. Push carts unless instructed otherwise due to

patient / visitor safety Avoid pulling a cart from behind or beside you. Push cart and move

smoothly. Never maneuver sideways ( twisting ) .

Watch where you are going. Watch out for traffic.

Follow site traffic rules.

Push carts at a normal walking speed or slower.

Be careful around corners. Use safety mirrors where mounted on wall - ceiling. Use verbal

notifications (" Coming through with a cart! ") to let others know you are coming. Use wide

turns, approach corners slowly.

Use caution when entering and exiting elevators. Elevator gaps and uneven surfaces

could be present. Never use your hand, arm, or body to ' catch ' a closing elevator door - use

elevator buttons.

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Safety

Push the cart to destination.

Use caution when pushing carts over thresholds / transitions ( carpet to tile, tile to cement,

cement to metal ramp, etc ) .

Do not leave cart unattended.

Do not try to lift cart.

Park cart against wall and in low traffic areas.

Maintain a clear view and clear pathway.

SCAN area as you transport.

Be observant and report threshold, ramp, or other flooring issues, including uneven

flooring.

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10 Step High Profile Clean

10 Step high profile clean

The purpose of this lab is to review key concepts and components to the 10 Step-High Profile Cleaning process, created strategically to weave the industry’s finest patient room cleaning & sanitizing practices. Through purposeful scripting and engagement, we can enhance the overall patient experience as well as increase our HCAHPS ‘ performance. For this lab, you will need all posters for the 10 Step-High Profile Cleaning process posted around the room.

Introduction

Facilitator begins, “In this lab, we will be reviewing key concepts and components to the 10 Step-High Profile Cleaning process - created specifically to weave the methodologies of patient room cleaning & sanitizing practices with strategic and purposeful scripting and engagement. When followed, it has proven to both enhance the overall patient experience as well as give us higher yields in overall HCAHPS scores. We know that you work very, very hard – and to most, there’s nothing more satisfying than to see your patient satisfaction scores reflect that! But as we have seen many times – sometimes our scores don’t reflect the hard work we have put in, and we are rather confused as to why that could be. It is our desire that the tools, processes and strategies learned today will allow you to work smarter, not harder, as well as provide our patient’s with the ultimate care they need and deserve. Now… when looking at the word 'High Profile' what comes to mind?" (Wait for responses) Key responses desired: attention, spotlight, etc. "How about if I ask you to give me an example of a 'High Profile' celebrity or athlete or sports team?" (Wait for responses)

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10 Step high profile clean

"So… just as these folks are in the 'spot-light' with all the media attention surrounding everything they do – we intentionally are going to bring attention and 'spot-light' to each step 10-Step cleaning process, so that our patient’s will easily notice and remember the care and services provided to them.” Facilitator stands by the cart in the hallway and asks, “Where does the 10 Step – High Profile Cleaning process actually begin?" (Wait for responses) "It begins in the hallway, before we enter their room. How we carry ourselves while moving our carts from room to room is observed by many. This greatly affects the perception of clean. This is why we focused on proper cart set up in a previous lab." Review duty sheet protocols and the importance it plays in our day to day operations. Facilitator continues, "Our duty sheet is our documentation of where we’ve been and what we’ve done. It also allows us to document if a patient has refused service. Like a receipt, it validates the work that has been completed. Duty sheets are also a tool to write down maintenance needs and concerns, discovered while cleaning. They allowmanagers to see whether additional help is needed to complete cleaning an assigned area. Duty sheets must be turned in at the end of each shift and filed for a rolling calendar year.

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10 Step high profile clean

Now we will begin our review of the 10 Step - High Profile Cleaning process by going into the patient room.

Facilitator hands out a copy of the 10 Step – High profile key chain to each participant as they enter the room

Facilitator asks group, “What’s the first step and how do I high profile it?” Allow group to reference their key chain. STEP 1: Disinfect hands while interacting with patient Using E.V.S. (Eye Contact, Voice Projection, Smile), knock on the door. While greeting the patient, foam in (follow proper hand hygiene protocols) in front of the patient, using high profile scripting. Inform the patient of what you have come to do. Then point out, “for your safety, nursing will be tending to your bedding and linen during your stay.” (Key words at key times) Ask the patient, “Is there anything you would like me to focus on while I clean?”

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10 Step high profile clean

STEP 2: Empty Waste Receptacles

Facilitator asks group, “What’s the next step and how do I high profile it?” Allow group to reference their key chain.

Using E.V.S. – ask patient if they have any other trash items within the room that need disposed of before removing the bag. -Remove from restroomwaste as well. -Ensure knots and extra bags are facing the wall and not visible. -Keep bio-hazards waste separate from regular waste. -Do not compress waste with your hands or feet. -Hold waste away from your body. -Clean waste receptacle inside, outside and bottom using approved disinfectant. -Remove soiled linens ONLY if hospital policy allows.

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10 Step high profile clean

Facilitator asks group, “What’s the next step and how do I high profile it?” Allow group to reference their key chain. STEP 3: High dust above eye level – around room but not over patient Ask group, “What type of patient rooms do we avoid high dusting in?” (Wait for response) ICU/CCU/ NICU, Neutropenic, Mother-Baby while infant is in room or patient’s with

CPOD and /or other sensitivities to dust particles and debris Using E.V.S., explain that you will begin to high dust at this time. Never high-dust directly over patient/guest or their food. Don’t forget to check the walls around vents for blown dust. Work from right to left, or in a clockwise direction around the room.

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10 Step high profile clean

STEP 4: Disinfect all High-Touch/horizontal surfaces

Facilitator asks group, “What’s the next step and how do I high profile it?” Allow group to reference their key chain. Emphasize to group that this step is the first of twomajor high profile intersections of the 10 Step – High Profile Clean. Using E.V.S., explain that you will now clean and disinfect the room First, use approved disinfectant to address high-touch surfaces nearest the patient including: bed rails, over-bed tray table, beside table, remote, nurse call button and telephone. After patient’s high-touch surfaces have been sanitized, begin cleaning other high touch surfaces in the room (light switches, door handles - working from right to left, or in a clockwise direction around the room) Use approved germicide/disinfectant properly – adhering to proper application and dwell times for the killing of harmful microorganisms, etc. (DO NOT RINSE/WIPE OFF after application!) Ask the patient if there are any other areas they wish to have disinfected.

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10 Step high profile clean

STEP 5: Spot Clean Walls/disinfect vertical surfaces

Facilitator asks group, “What’s the next step and how do I high profile it?” Allow group to reference their key chain.

Using E.V.S., explain that you will now spot clean walls and curtains Use germicide, all purpose cleaner or Magic Eraser. Work form left to right in a clockwise rotation around the room, making sure you check each wall and curtain for stains. Clean windows to remove any prints/smudges. Use approved disinfectant to clean any visible soiling on curtains. If stain cannot be removed – call your lead or manager of a curtain change/replacement. Be sure to clean walls around waste receptacles.

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10 Step high profile clean

STEP 6: Clean & Disinfect Restroom

Facilitator asks group, “What’s the next step and how do I high profile it?” Allow group to reference their key chain. Emphasize to group that this step is the secondmajor high profile intersection in the 10 Step – High Profile Clean. Using E.V.S., with caddy in hand, explain that you will now be stepping away for a moment to clean and disinfect the restroom – with proper cleaning tools and chemicals. It’s important that the patient see you are using proper tools and products to clean bathroom area. (this is something patients question a lot when we review patient comments) Remind the group that the restroom cleaning protocols were reviewed in the previous restroom lab. Remove and change soiled gloves.

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10 Step high profile clean

STEP 7: Dust Mop the Floor

Facilitator asks group, “What’s the next step and how do I high profile it?” Allow group to reference their key chain.

Using E.V.S., explain that you will now sweep the room to remove all debris and dust from the floor. Remember not to use EVS terminology such as “dust mop.” Start at the farthest side of the room and dust mop toward the door using the figure eight technique, If applicable. (When using microfiber products.) Keep the leading edge of the mop moving forward. Do not shake mop to free excess soil. Be aware of traffic around you when dust mopping. Dust mop the entire floor, including under the bed and furniture and restroom. Remove the debris with your broom and dust pan (or approved collection method) inside the room’s doorway/threshold.

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10 Step high profile clean

STEP 8: Inspect Your Work

Facilitator asks group, “What’s the next step and how do I high profile it?” Allow group to reference their key chain.

Using E.V.S., explain that you are now checking your work to make sure you didn’t overlook or forget something. Ask the patient if there is anything you may have missed while cleaning? Also use this opportunity to inform the patient that you addressed the area they requested you to focus on in step one. Make sure areas/items listed in prior steps roomwere cleaned properly. Make sure curtains and items in room/restroom are in good repair. Is the room clean and sanitized enough for someone you love? Take this moment to document any maintenance issues on duty sheet. Fill out, sign patient connect card and present to patient.

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10 Step high profile clean

STEP 9: Damp Mop the Floor

Facilitator asks group, “What’s the next step and how do I high profile it?” Allow group to reference their key chain.

Using E.V.S., explain that you will nowmop the floor, and that for the patient/guest’s safety – ask them to please refrain fromwalking on the floor until it is dry. Ask the patient if there is anything else you can do for them before you begin to mop your way out of the room. Make sure you place wet floor sign before mopping. Start at the farthest side of room and mop towards the door. Mop the entire floor, including under the bed, under furniture. Mop the restroom floor separately– do not mop from restroom into room. For microfiber – follow appropriate process in your facility training guide. For traditional mop head style – change your mop bucket every three rooms or more frequently if it is dirty. (precautions/isolation room – change mop head/bucket solution every room). Do not leave puddles on floor.

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10 Step high profile clean

STEP 10: Interact with Patient and/or Guest

Facilitator asks group, “What’s the next step and how do I high profile it?” Allow group to reference their key chain.

Using E.V.S., let patient know that you have completed cleaning and sanitizing their roomwhile foaming out. (Follow HIPAA regulations and proper hand hygiene protocols when exiting room.) Ask the patient if there is anything else you can do for them? Let the patient or guest know when you or someone else from our teamwill be returning to provide the P.M Patient Room Touch later that day. Remind the patient how we can be reached if they need anything else - number/extension (tent card, white board or see other Tailor to Fit script guidelines). Thank and provide a fond farewell…

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Dropbox - Environment4you Occupied Patient Room Cleaning (1).pptx - Simplify your life

https://www.dropbox.com/...vironment4you%20Occupied%20Patient%20Room%20Cleaning%20%20%20%281%29.pptx?dl=0[5/11/2021 9:00:42 AM]

Dropbox - File Deleted

https://www.dropbox.com/...g9fkmsve7e/FNS%20Scripting%20and%20Engagement%202018%20%204.25.18%20.pptx?dl=0[5/11/2021 9:00:45 AM]