A clean and inviting healthcare environment in conjunction with an engaging professional staff makes patients and visitors feel welcome and calm, according to an article on the Health Facilities Management website.
Environmental services (ES) professionals must provide a clean and safe environment free from pathogens, but cleaning is only one aspect of their role, the article said. Building relationships is the key to customer service excellence.
The entry into the patient room sets the tone for the interaction. When entering a patient's room, the ES professional should:
• Ask permission to enter
• Enter with a calming and quiet presence
• Greet everyone with a smile
• Address the patient by name
• Introduce yourself and explain your role
• Ask if assistance is needed
• Perform all duties with precision and attention to detail
• Review the work and inspect the room for any concerns
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