Stanford University Medical Center and Lucile Packard Children’s Hospital

Stanford University Medical Center and Lucile Packard Children’s Hospital were recently recognized as one of ‘America’s Best Hospitals’ and are currently ranked 16th in the United States.

Sodexo has provided food and nutrition services for Stanford University Medical Center and Lucile Packard Children’s Hospital for 30 years. Given the excellent partnership we have developed, Stanford University Medical Center turned to Sodexo for consulting services after a change occurred with their in-house environmental services management team.

Sodexo’s recommendations were implemented and yielded favourable results. Impressed with the early successes and the resources Sodexo brought to the operation, Stanford University Medical Center requested a proposal for the expanded service. Ultimately, the administration signed a new long-term contract that added environmental services to our food and nutrition services agreement.

The resulting improvement in environmental services led to a further opportunity – to assist Stanford University Medical Center in improving their transport services. Sodexo’s eXPress Services Solutions engaged the transport services processes, which increased the department’s productivity and reduced the average time it took to transport patients, which resulted in improved customer service.

Stanford University Medical Center performs over 8,500 transport services per month, so the challenges of successfully implementing capacity management programs were considerable. The size and scope of the operation made this facility a candidate for eXPress Services Solutions’ single point of contact – the Service Response Center. Sodexo’s skill at developing service level agreements and configuring software enable us to consolidate services for environmental services and transport services. At the core of eXPress Services Solutions is Sodexo’s Unit Operating System, which provides the structure for
organizing transport personnel to maximize performance. The immediate benefits of maximizing transport team performance include maximizing both productivity and the response team.

Innovation in patient throughput

Sodexo’s eXPress Services Solutions team utilizes the Bed Management Suite™ to improve Stanford University Medical Center’s capacity management and facilitate patient throughput. The program facilitates the flow of information regarding patient placement, status and discharge, and also consolidates all bed requests from all areas of the hospital into a giant electronic bedboard. PreAdmitTracking™ with electronic bedboard® is updated in real time with all information on a patient from all areas of the hospital.

Sodexo also utilizes BedTracking® and TransportTracking™ software to manage transport services.

Sodexo assisted Stanford University Medical Center’s ongoing patient throughput initiative and improved their transport services’ response time, reducing and/or eliminating nursing participation in transport services and providing delay management analysis.

eXPress Services Solutions realigned existing staff, completed quality and technical services audits and developed training programs.

Outcome

• A greater than 300% increase of on-time delivery within 15 minutes
• Productivity of the existing staff increased by 17% at the same time the transport request volume increased
• Achieved a 25% reduction in total delay time

The client’s perspective

“We are excited to partner with an acknowledged industry leader like Sodexo to enhance the overall patient experience at the hospital. We are confident that the new programs, technological innovations and operations Sodexo is providing will help the hospital to run more efficiently and cost-effectively, while at the same time improving all aspects of the patients’ stay,” says Paul Watkins, administrative director of support services – Stanford University Hospital and Clinics.