From the CEO

Customers outsource their support services because they are looking for expertise. While we have always been successful relying on our satisfied customers to tell others that we deliver what we promise, until now, no objective third-party standard had been used to validate the quality of our systems.

After a rigorous process evaluating everything from our systems documentation to our human resources practices, Crothall is the first healthcare support services organization to earn CIMS certification from worldwide cleaning industry organization ISSA. Not only that, but we achieved certification “with honors.” I am extremely proud of this official recognition of the great service our associates deliver every day and the solid organization that supports them in their work.

I believe CIMS sets Crothall apart from our competitors and will instill confidence in the market that operational excellence is hardwired into who we are.

Crothall is also the first service provider to develop a comprehensive and targeted strategy for driving HCAHPS scores in our hospitals. The Crothall Way is positioning us for long-term success in improving the patient experience, and there is no other approach like it in our industry. In this issue of Celebrations, we share some of the keys to our success over the past few months.

Celebrations always includes special stories about our company and our people, but in this issue we would also like to share with you the truly inspirational story of one of our clients. Beth Israel Deaconess CEO Paul Levy stood up for his hospital’s lower-wage earners in the face of steep budget cuts. He inspired his entire organization to make bigger sacrifices and find creative ways to save money in order to protect the jobs of the housekeepers, transporters, and other front-line associates.

Paul Levy’s story is a beautiful example of leadership and integrity that I am pleased to share with you. It reminds me to count my own blessings and keep all things in perspective. I am thankful to all of our customers for giving thousands of Crothall associates the ability to make a difference in your facilities every day.

All the best,