ATALIAN, a global service provider, faces challenges in maintaining service quality and patient satisfaction due to non-compliance with cleaning protocols.
Extract
[...] There are posters and visual supports. These must be placed in the right place to be visible and must be clear - There is the corporate journal and internal communication systems such as WhatsApp or Telegram. It is through internal communication that agents communicate with each other to They allow agents to communicate with each other (to report problems, hold urgent meetings, etc.) - The type of service ATALIAN offers a wide range of services to clients. Among these, there are : - The cleaning and disinfection of rooms This is a service that is carried out following strict norms and rules. [...]
[...] - Types of traceability control Among the types of controls, we distinguish: - visual controls here allow to detect dust, spots and visible anomalies; they are made following a check-list. - Microbiological controls here allow to know the level of contamination. They are made by sampling followed by laboratory analysis. - Compliance Controls which allow to ensure that the standards are respected. B. The Analysis of the State of Affairs The analysis of the state of affairs has allowed to note several things. - Within the framework of service provision, particularly in the hospitality sector, respect for established protocols is essential to maintain a level of quality and security. [...]
[...] The Pareto principle was applied based on the analysis of the current state that I carried out, and provided important axes that deserve great attention. It appears that to ensure the respect of protocols and order during internal controls, and to ensure optimal service quality and patient satisfaction, it is crucial to pay attention to the insufficient communication, the level of training and excessive workload. Communication can be strengthened by establishing clear and regular channels, such as daily briefings, clear protocol communication, display boards, and better use of digital resources to remind protocols. [...]
[...] It must be done with great attention. - The places The places are the spaces that need to be cleaned and which must be given great attention. We distinguish: - The rooms Their cleaning must be well done respecting the intimacy of the clients, avoiding making noise, respecting the condition of the occupants, respecting the displayed instructions. Their ventilation is essential to renew the air and eliminate odors. - The common spaces Their cleaning must be done taking into account that these are places that are extremely frequented; therefore, the cleaning must be done with frequencies and a methodology adapted to them; (for example, twice a day, in the morning and at the end of the afternoon, insisting on areas more frequently touched) - The technical premises The technical premises are places where equipment is stored. [...]
[...] This will allow for the optimal use of available human resources and induce better management. By implementing these actions, ATALIAN will be able to solve 80% of the impacts related to current problems and create an environment where patients feel safe and where it is pleasant to work. [...]
