Leading the Transformation
At Premier Health, environmental services are managed by Crothall Healthcare, where they are responsible for delivering clean, safe, and supportive environments for both patients and staff.
The Challenge: Operating Without Visibility
Before implementing FeedbackNow, Crothall Healthcare teams at Premier Health were operating with limited visibility.
- Feedback was largely word of mouth
- There was no consistent way to identify trends
- Operational decisions were reactive
During the COVID-19 pandemic, the National Guard provided critical support, assisting with cleaning across public spaces. But once that support ended, Crothall faced a new challenge:
How do you maintain high standards without additional resources — and without real-time insight?
Previous efforts using QR codes generated some responses, but lacked the scale and structure needed to drive meaningful action. The team found itself in what they described as “survival mode.”
The Turning Point: A Focused Pilot
To address these challenges, Crothall Healthcare launched a targeted FeedbackNow pilot within Premier Health facilities:
- Fewer than 10 devices deployed
- Focused on high-priority areas with known complaints
- Designed to prove value quickly
The first deployment was in a provider lounge used by more than 900 staff members — a high-impact space where cleanliness and responsiveness directly affect employee experience.
The early results were immediate.
The pilot quickly scaled:
- From under 10 devices → 27 devices → 37 devices
- Now moving toward standardization across five hospitals within Premier Health
The Breakthrough: From Guesswork to Ground Truth
A key objective for Crothall was to separate fact from fiction.
Through collaboration — and even friendly competition — with peers at other hospitals, the goal was to build a large, credible dataset that could:
- Validate operational assumptions
- Identify true service gaps
- Tie performance directly to KPIs
Equally important, real-time feedback with FeedbackNow enabled Crothall to capture input from individuals often missed by traditional surveys — those who don’t complete HCAHPS or patient surveys.
The Results: Data at Scale, Action in Real Time
The outcomes far exceeded initial expectations.
- Original goal: 5,000 pieces of employee feedback
- 2025 results: ~50,000 real-time votes
With this scale of data, Crothall transformed how operations are managed at Premier Health:
- Built teams and workflows around real-time insights
- Dynamically reallocated labor across facilities
- Shifted resources from high-performing areas to those needing improvement
Instead of reacting to complaints, teams could now proactively manage performance.
Operational Impact: Smarter Staffing, Better Alignment
Real-time feedback fundamentally changed workforce management.
Key improvements included:
- Adjusting staff schedules based on real usage patterns
- Identifying low-scoring time periods that revealed hidden service gaps
- Aligning staffing to peak demand windows, such as evening visiting hours
One critical insight:
Some of the lowest scores occurred when areas were technically “closed” to the public —highlighting the need to better support internal staff spaces.
As a result, Crothall made targeted changes — including adjusting the schedules of team members — to better align resources with actual demand.
The Bigger Outcome: Elevating Experience Across the System
Through real-time feedback, Crothall Healthcare has enabled Premier Health to deliver more consistent, responsive environments.
The impact extends beyond cleanliness:
- Patients experience better-maintained spaces
- Staff feel supported in the environments they rely on daily
- Leadership gains confidence in data-driven decision-making
What was once survival mode is now a proactive, performance-driven operation.
Looking Ahead
As Crothall continues to expand real-time feedback across Premier Health, the organization is building a more agile, data-driven operational model.
From pilot to system-wide standardization, this transformation demonstrates what’s possible when real-time insight meets operational execution.
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
