The Industry Challenge
Restroom cleanliness consistently ranks as a key driver of hospital patient experience. According to a 2024 Press Ganey study, 62% of patient complaints in hospitals are tied to environmental factors such as restroom conditions and cleanliness. With CMS reimbursement increasingly tied to HCAHPS scores, hospitals must close the gap between patient expectations and environmental service delivery.
Boston Medical Center’s Approach
At Boston Medical Center, high-traffic restrooms in Emergency and Ambulatory departments created perception challenges for patients and families. BMC’s legacy QR-code system was reactive — waiting until problems were reported.
With FeedbackNow, BMC deployed real-time restroom feedback devices across key areas, providing instant visibility into patient sentiment and alerts that staff could act on immediately.
Results
- 15% improvement in restroom sentiment within months
- 9.2% increase in FeedbackNow scores, correlating with a 5.5% boost in HCAHPS cleanliness ratings
- Staff response times cut dramatically — often resolving issues before patients escalated complaints
- Insights tied directly into BMC’s central command center, making restroom cleanliness a managed, measurable metric of hospital quality
Customer Voice
“We were using a QR system which was fully reactive. FeedbackNow gave us the ability to be proactive.”
— Christopher Savenko, Director of EVS, Boston Medical Center
Why It Matters for Hospitals
Hospitals across the U.S. face rising patient expectations: a 2025 Kaufman Hall survey reports 71% of hospital executives cite patient experience as their top competitive differentiator. Clean, well-maintained restrooms are a tangible reflection of hospital quality — and real-time data ensures teams can deliver consistently.
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
