Our first case study includes one of the busiest healthcare facilities in the applicable region of California. This client serves not only its home city, but it continues to be the main healthcare provider for the five surrounding counties. Driving innovation and a vision of creating new and effective ways to deliver patient care continues to make this client one of the premier institutions serving its region of California.

Assessment was Key in Identifying Options

The client had outsourced its Environmental Services department many years prior. During this period, they had experienced a large increase in patient volumes and facility growth.

The Client desired to have an objective 3rd party assessment of its program and to identify and quantify viable operational models for the program. On the table were several options: 1- to remain with its current contracted provider, 2- turn towards a self-operational program, or 3 – to identify other organizations that could offer world-class service and innovation.

Core conducted an extensive on-site assessment of the Medical Center’s current Environmental Services program. The process included feedback from frontline customers, department heads and senior administrators on their perceptions of the current program. Extensive program benchmarking and an objective evaluation of quality was performed utilizing Core’s proprietary Quality Assurance App – Smart Inspect. The assessment yielded a market analysis on current wages and benefits versus the surrounding market to determine the viability of the Client moving from a contract-based program to a self-operating program. In the effort to provide the highest degree of transparency, Core developed and administered a request for proposal (RFP) from several national providers including the current incumbent. Core managed the process which included the collection of documentation, scheduling of the timeline and the finalist interview process.

Upon completion of the assessment, the Client has chosen to continue to outsource its environmental services. After an exhaustive examination of its incumbent and of multiple providers, the Client is in the final stages of selecting its partner. Core continues to be engaged with this Client throughout the process with weekly update calls, continuing consulting services, and offering its expertise when requested. As part of a new agreement with the awarded provider, Core will provide its Smart Inspect quality assurance app and its reporting website and the winning provider will be required to use Smart Inspect scores as one of its primary Key Performance Indicators (KPIs).