Service Associate

Title: Service Associate (WORD version )

Industry: Health Care

Function: Health Care

Value-Added Results Performance Standards

Delivered patient meals • No more than 1 major diet error/year (NPO, diabetic).
• No more than 1 minor diet error/quarter where any of the following don’t happen:

• ID bracelet name matches the name on meal ticket and the diet list.

• Food on the tray matches the meal ticket and the diet list (or the diet listed matches the diet listed on meal ticket).

• Verifies diet when there is a discrepancy.

• Food is delivered as soon as the food truck arrives.

• No more than 2—3 patient feedback cards/year with a rating of 3 or less.

• Meal requests (shared) • 85%—90% of menus are picked up each day

• Feedback on patient meals (shared) • No more than 1—2 justified meal complaints/year reported outside the center.

Patient satisfaction • 80%—85% Patient satisfaction care center overall satisfaction rating (shared).
• 80%—85% Patient satisfaction overall care center response to call buttons (shared).

• 80%—85% Patient satisfaction rating for individual Service Associate: Cleanliness of room, courtesy of meal delivery, correct meal received, courtesy of cleaning staff, promptness of transportation, courtesy of transporter.

• 80%—85% Patient satisfaction rating for temperature of food (shared with food & nutrition).

Completed daily workload (shared)
• Workload schedules

• Task deferral decisions

• Backup coverage

• Across-shift communication
• 95% of time unit is at 100% staffing based on current patient load.
• Team members are satisfied that the Service Associate does the following when asked:

• Volunteers to take benefit time when needed.

• Rearranges hours/days when needed.

Clean and stocked C-section and delivery rooms, and intensive care nursery • All rooms are cleaned and restocked immediately after the previous use.

Safe and comfortable patient transport • No more than 1 risk management transportation incident/year attributed to service associate.
• No more than 1—2 violations/quarter of transportation procedures observed by Facilities Service Center.

Adequate supplies in the patient care center
• Clinical supplies (PAR level)

• Food supplies (PAR level)

• Supply problems
• No more than 2 repeated shortage or overage incidents/year due to service associate errors.

Clean and stocked patient/staff environment
• Clean rooms

• Clean lounges

• Room status information

• On-call room

• Physician’ lounge

• Staff lounge

• Visitor’ lounge

• Offices

• Hallways

• Nurses stations
• No more than 2 complaints/quarter for responses to problems (spills, etc.) which take longer than 15—20 minutes to address.
• Team inspection of occupied room:

• Dust-free environment.

• No dirt buildup in corners and edges of floor.

• No visible dirt on bathroom fixtures.

• Trash cans less than half-full.

• 24-hour supply of paper products.

• Team inspection of discharge room:

• Dust-free environment.

• No dirt build up in corners and edges of floor.

• No visible dirt on bathroom fixtures.

• Empty and clean trash can.

• Fully stocked paper products and patient supplies.

• Correctly made bed with proper positioning of all furniture in room.

• Discharge room is ready within 20 minutes of the patient leaving the room.

• Team inspection of staff areas:

• Dust-free environment.

• No dirt buildup in corners and edges of floor.

• No visible dirt on bathroom fixtures.

• Empty and clean trash can.

• Fully stocked paper products and patient supplies.

• Correctly made bed with proper positioning of all furniture in room.

• On-call rooms are cleaned twice/day.

Properly operating equipment (shared)

• Empty sharps containers • No needle sticks due to overfull sharps containers.
• No overfull sharps containers.

• Properly operating refrigerators, coffee machines, cleaning equipment, etc. • No more than 1 missed scheduled date for equipment cleaning and maintenance.

• Cleaned monitors, sigma pumps, issolettes, radiant warmers, etc. • No visible soil on equipment when put back in service.

Suggestions for continued quality improvement • Service Associate identifies at least 1 idea/year for improving care center processes.
• Exceeds = Ideas are championed to implementation; the idea causes positive changes in operations or causes cost savings. Ideas: quality improvement.

Buffet service • To be developed when buffet plans are finalized.

Value-Added Results	Performance Standards
Delivered patient meals	• No more than 1 major diet error/year (NPO, diabetic). • No more than 1 minor diet error/quarter where any of the following don’t happen: • ID bracelet name matches the name on meal ticket and the diet list. • Food on the tray matches the meal ticket and the diet list (or the diet listed matches the diet listed on meal ticket). • Verifies diet when there is a discrepancy. • Food is delivered as soon as the food truck arrives. • No more than 2—3 patient feedback cards/year with a rating of 3 or less.
• Meal requests (shared)	• 85%—90% of menus are picked up each day
• Feedback on patient meals (shared)	• No more than 1—2 justified meal complaints/year reported outside the center.
Patient satisfaction	• 80%—85% Patient satisfaction care center overall satisfaction rating (shared). • 80%—85% Patient satisfaction overall care center response to call buttons (shared). • 80%—85% Patient satisfaction rating for individual Service Associate: Cleanliness of room, courtesy of meal delivery, correct meal received, courtesy of cleaning staff, promptness of transportation, courtesy of transporter. • 80%—85% Patient satisfaction rating for temperature of food (shared with food & nutrition).
Completed daily workload (shared) • Workload schedules • Task deferral decisions • Backup coverage • Across-shift communication	• 95% of time unit is at 100% staffing based on current patient load. • Team members are satisfied that the Service Associate does the following when asked: • Volunteers to take benefit time when needed. • Rearranges hours/days when needed.
Clean and stocked C-section and delivery rooms, and intensive care nursery	• All rooms are cleaned and restocked immediately after the previous use.
Safe and comfortable patient transport	• No more than 1 risk management transportation incident/year attributed to service associate. • No more than 1—2 violations/quarter of transportation procedures observed by Facilities Service Center.
Adequate supplies in the patient care center • Clinical supplies (PAR level) • Food supplies (PAR level) • Supply problems	• No more than 2 repeated shortage or overage incidents/year due to service associate errors.
Clean and stocked patient/staff environment • Clean rooms • Clean lounges • Room status information • On-call room • Physician’ lounge • Staff lounge • Visitor’ lounge • Offices • Hallways • Nurses stations	• No more than 2 complaints/quarter for responses to problems (spills, etc.) which take longer than 15—20 minutes to address. • Team inspection of occupied room: • Dust-free environment. • No dirt buildup in corners and edges of floor. • No visible dirt on bathroom fixtures. • Trash cans less than half-full. • 24-hour supply of paper products. • Team inspection of discharge room: • Dust-free environment. • No dirt build up in corners and edges of floor. • No visible dirt on bathroom fixtures. • Empty and clean trash can. • Fully stocked paper products and patient supplies. • Correctly made bed with proper positioning of all furniture in room. • Discharge room is ready within 20 minutes of the patient leaving the room. • Team inspection of staff areas: • Dust-free environment. • No dirt buildup in corners and edges of floor. • No visible dirt on bathroom fixtures. • Empty and clean trash can. • Fully stocked paper products and patient supplies. • Correctly made bed with proper positioning of all furniture in room. • On-call rooms are cleaned twice/day.
Properly operating equipment (shared)
• Empty sharps containers	• No needle sticks due to overfull sharps containers. • No overfull sharps containers.
• Properly operating refrigerators, coffee machines, cleaning equipment, etc.	• No more than 1 missed scheduled date for equipment cleaning and maintenance.
• Cleaned monitors, sigma pumps, issolettes, radiant warmers, etc.	• No visible soil on equipment when put back in service.
Suggestions for continued quality improvement	• Service Associate identifies at least 1 idea/year for improving care center processes. • Exceeds = Ideas are championed to implementation; the idea causes positive changes in operations or causes cost savings. Ideas: quality improvement.
Buffet service	• To be developed when buffet plans are finalized.