Case Studies

San Angelo Community Medical Center

Climbing to the Top

Crothall Healthcare has redefined “patient experience” in hospital settings, with processes that engage and reward managers and staff who create value with every interaction on the job. San Angelo Community Medical Center, serving its west Texas community with 300,000 square feet and patient capacity of 171 beds, has recently proven the value of Crothall’s process with its dramatic transformation.

San Angelo’s ranking jumped 130 places in 6 short months with Crothall. Before Crothall took over operations in July of 2015 they ranked 155th out of 201 regional hospitals in the Community Health System (CHS) based on their HCAHPS “cleanliness” scores. Within 3 months after Crothall took over their ranking soared to 68th out of 201. At the end of 6 months with Crothall EVS service San Angelo ranked 25th out of the 201 CHS regional hospitals placing San Angelo in the 91st percentile.”

Designing the Process

“The whole thing boils down to the Crothall process,” said Brian Myrick, EVS Director at San Angelo Community Medical Center. “ Before Crothall arrived, morale was probably at the lowest I’ve seen at any hospital and now I’ve never seen it higher. The employees absolutely care about their jobs and what they do again.”

All new patients are welcomed by an EVS specialist. They arrive with a smile and a fresh carnation flower for the patient. “Patients love it, and they love the daily interactions they get, along with the room services concept that we provide,” says Myrick. “Seeing a housekeeper three times a day makes a big difference.”

Satisfied Patients, Respected Employees

Housekeepers are empowered to interact with patients and become part of their positive experience. They understand that their role extends beyond cleaning so employees exude tremendous pride and professionalism with patients. “This approach exhibits what can happen when taking the extra step to recognize, respect, and genuinely appreciate people,” said Michael Bahar, Crothall Regional Director of Operations.

The center’s own staff rates the Crothall experience highly as well. “A lot of the staff are making comments about enjoying the company and EVS on a daily basis,” said Ricky Villarreal, assistant chief executive officer at San Angelo Community Medical Center. “When the patients love the staff and the staff love the process, things are the best they can be.”

Above and Beyond

There was plenty to improve upon at San Angelo when Crothall arrived, but the solutions were simple. “Visually, everything changed the moment Crothall walked in the door,” said Villarreal. “I had worked with Crothall before and I liked their leadership and ability to recruit and retain talent.”

“Now, above and beyond feels like the new normal,” said Villarreal. “Morale dramatically improved under Crothall, with housekeepers going above and beyond.” This “above and beyond” attitude results in improved cleanliness and better relationships with patients through each step, including the carnation for new patients and keepsake mementoes for new mothers in the maternity ward.

“When the patients love the staff and the staff love the process, things are the best they can be.”

– Ricky Villarreal, assistant chief executive officer at San Angelo Community Medical Center