Compass Healthcare has been named a Modern Healthcare Innovator Award honoree for its groundbreaking program to improve the patient experience in hospital Emergency Departments (ED). The prestigious Modern Healthcare Innovators Award honors those in healthcare who are driving innovation to improve care and achieve measurable results.
“Being recognized by Modern Healthcare is a testament to our team’s relentless focus on innovation and compassion,” said Tim Pierce, CEO of Compass Healthcare. “The ED is the front door for millions of patients, and their experience there sets the tone for their entire healthcare journey. This award validates our belief that focusing on fundamental aspects of care, like a quality meal and clean environment, can have a profound impact on both patients and the clinical staff who care for them.”
The award recognizes Compass Healthcare’s program to enhance ED Food and Nutrition Services (FNS) and Environmental Services (EVS) and to address the challenges hospitals face in their EDs, including long wait times and lagging patient satisfaction scores. With a national average of 63% admission through the ED, the national average overall experience ratings score up to 30 percentile points lower than direct admissions. Compass Healthcare’s scalable program tackles this issue head-on by focusing on two critical areas of the patient journey – the food they eat and the physical appearance and cleanliness of the areas they see.
The first component transforms FNS in the ED, replacing cold, generic boxed meals with high-quality options, including tiered service programs & menus, bento boxes, and hot, reheatable meals available around the clock. The next component enhances EVS by introducing “room refreshers” – team members who interact directly with patients and families to provide a more thorough and engaging daily cleaning, and a “concierge” to maintain waiting areas.
“People often overlook the role of food in the ED, but it’s a huge opportunity to make a powerful first impression and show patients, and clinical caregivers, that we care about their well-being,” said Avi Pinto, CEO of Morrison Healthcare. “Our culinary teams have developed solutions to ensure that no matter the time of day, a patient in the ED can receive a meal that is both satisfying and meets their clinical needs. This program is changing the perception of what’s possible for dining in the ED.”
Pilot programs for the initiative have yielded significant results. At MUSC Health-Charleston Division, a pilot program focused on upgraded after-hours meal options, including reheatable meals for patients admitted through the ED, was linked to a 16-point increase in Quality of Food scores and a 44-point increase in Courtesy of Server scores. On the EVS side, facilities who have implemented the program have reported a 10% increase in overall patient experience scores. A health system in Texas saw a 6-point increase in patient experience scores after implementing the “room refresher” role.
“In a healthcare setting, cleanliness is synonymous with safety and quality,” said Mike Villani, CEO of Crothall Healthcare. “Our EVS program redefines the role of our team members, making them a visible and integrated part of the patient care team. The ‘room refresher’ isn’t just cleaning a room; they are providing comfort, building trust, and demonstrating that we care.”
The award-winning program was developed in partnership with Press Ganey, the leader in patient, member, employee and consumer experience across the healthcare ecosystem, and was recently featured in the collaborative e-book, “The front door of healthcare redefined.”
View source version on businesswire.com: https://www.businesswire.com/news/home/20260413522899/en/
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