Current State
At UK HealthCare, first impressions are a matter of care quality. Unlike typical hospitals, each floor at UK includes its own front lobby — making public restrooms and entry points critical signals to patients and families. Prior to FeedbackNow, feedback was gathered via paper logs or spot-checking by managers, sometimes six times daily. The approach was reactive and labor-heavy, with FTEs constantly running between restrooms just to keep up. In high-traffic areas like the teaching hospital’s ground floor, UK needed a scalable, real-time view of restroom conditions to keep pace with expectations.
FeedbackNow Solution
Crothall’s EVS team deployed over 50 FeedbackNow devices throughout Chandler and Kentucky Children’s Hospital, bringing real-time visibility to lobbies, restrooms, and other public spaces. Visitors could instantly signal satisfaction with no training, and the data began streaming immediately to EVS leaders. The team used this feedback to adjust staffing models, optimize schedules, and validate investments — such as creating a dedicated “scrub tech” to deep-clean tiles and walls.
The data feeds directly into the hospital’s real-time command center, where FeedbackNow dashboards are displayed across a full wall of screens. From this central hub, supervisors and coordinators monitor trends, satisfaction scores, and alerts as they happen — enabling immediate response and hospital-wide coordination.
Outcome
In just 13 weeks, satisfaction scores rose from 66.6% to 82%, a +15.4 point improvement. By linking staff activity directly to visitor feedback, the EVS team was able to test and refine strategies in real time — confirming that new roles like the scrub tech made a measurable impact. FeedbackNow also helped justify FTE coverage with data-backed traffic patterns, especially in high-use restrooms. The insights are now embedded in QBRs, client presentations, and broader patient experience dashboards, and visible daily in the command center.
As of 2024, Albert B. Chandler Hospital has been ranked the #1 hospital in Kentucky for the ninth consecutive year, and the EVS team’s data-driven operations play a vital role in supporting that standard of excellence.
Testimonial
“Ideally, your front lobbies are first impression areas… at UK, each floor has one. How clean they are tells you a lot about what kind of care that floor delivers.” — Emmaline Lofaro, Director of EVS, Chandler and Kentucky Children’s Hospital
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
