Introducing the XRO-3 Vacuum Cart!

Spring 2013

SOLUTIONS

PA R T N E R S I N I N F E C T I O N P R E V E N T I O N

Xanitos Focuses on… Training & DevelopmentEVS Week Celebrations

We already have an industry leading approach to cleaning hospitals with our XRO team cleaning and our vacuum carts. However we cannot stand still! We are rolling out a completely redesigned XRO-3 vacuum cart. Further we are moving aggressively into complementary services to EVS including management and guarantee of linen distribution and laundry costs, cosmetic maintenance, patient transport, and a new waste management and sustainability approach. We welcome Ron Glisk as our Executive Vice President for Sales, Marketing, and Training Programs. Ron has a successful career with two of my earlier companies, and his keen marketing sense and hands-on approach to training and mentoring sales directors fit him well for this new role. Joe Geromini continues to work directly with me in seeking opportunities in selected hospital systems.

We are indeed “large enough to serve, yet small enough to care!”

Xanitos is increasing its investment in our management and staff by new management training and development programs. True to our culture, these programs are no-nonsense, focusing on basics, i.e. how to clean efficiently and well using out proprietary systems, and how to get the staff we manage to become fully engaged with us in our fundamental goal – to help save patient’s lives. Debby Biller is spearheading these important new programs.

Our new XRO-3 vacuum cart is finally ready for use! First in the queue is one of our oldest clients, Froedtert Memorial Lutheran Hospital. After five years of use of our current XRO-2 cart, no one has developed a vacuum-cart that can safely be used around patients, so… our only competition is ourselves – the XRO-3 cart is even quieter, safer, and more user friendly than the XRO-2 cart, which in turn still has no competition!

Thank You,

Graeme Crothall

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“Xanitos is increasing its

investment in our

management and staff

by further investment in

management training

and development

programs. ... Debby Biller

is spearheading the

development and

implementation of these

important new programs.”

Message FROM OUR CEO

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A New Start at New Facilities

Montgomery HospitalTracing its roots all the way back to 1868, this 140 bed facility is an award winning educational hospital, located in the outskirts of Philadelphia, and is part of the Einstein Medical System. Opened in September 2012, replacing an older facility nearby, Montgomery Hospital contracted with Xanitos to manage its environmental services program. The startup process included a post construction clean, support for several pre-opening events, and eventually full implementation at the grand opening of the new facility.

Xanitos had to hit the ground running when, despite estimates projecting census levels to hold around 30% for the first three months and not reach full census until the ninth month, the hospital found itself at 95% occupancy by the end of the fourth week. Xanitos responded immediately by increasing EVS staffing and successfully ensured the hospital was maintained clean despite the difficulties caused by such an unexpectedly full hospital.

Training also presented some challenges, because while EVS associates were still working at the old facility, they had to learn the new facility, alongside being trained on the

XRO process and other Xanitos systems. This required a more intense training program along with extra supervisory oversight.

Despite these challenges, Xanitos is running a successful EVS program at Montgomery Hospital, and the facility

is indeed clean.

In the past five years since the company began, Xanitos has implemented its program at several brand new facilities across the United States. Startups at such facilities present a variety of challenges and opportunities different from those usually encountered when going into a hospital that has been in service for many years. These include an extensive cleaning to ensure all dust from the construction is removed, all surfaces thoroughly sanitized and disinfected, and floors properly treated to withstand the high traffic encountered at hospitals. Strict regulatory documentation must also be kept for key areas such as Operation Rooms and Pharmacies, requiring specialized training for EVS personnel. In addition to these basic steps, each facility provides its own set of needs and challenges.

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Kaiser Permanente Anaheim Medical Center At Anaheim Medical Center Xanitos was already cleaning the original facility when the client requested Xanitos continue its contract at the new facility that was being built. This brought in the added challenge of having to maintain the cleaning standards at one hospital while preparing the new replacement hospital for licensing.

Staff was hired well in advance and special training provided to those EVS associates that were selected for the post-construction clean up. More than once an area would be cleaned, with eight coats of floor finish put down, just to have a construction crew go back and make adjustments. Leaving the cleaning associates to begin all over again.

Along with all the additional cleaning, a large amount of retraining was also needed. While veteran EVS associates were already trained in the XRO System, the new Anaheim facility was significantly larger than the original hospital and in a very different layout – necessitating new duty lists and extensive training in the new workflow. During the first 60 days, daily huddles were extended to up

to 20 minutes and supervisors were at full force, having one stationed on every floor to work with the XRO teams to make sure nothing was missed.

Now 6 months in from Anaheim’s grand opening the EVS department has really pulled through, working efficiently and effectively as a team and keeping the facility clean.

“Not the cry, but the flight

of a wild duck, leads the

flock to fly and follow.”

— Chinese Proverb

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Simply awesome!

I believe these are the best words to describe the participatory process which resulted in our recently released XRO-3 Cart. From the very beginning of our discussions to explore enhancements to our XRO-2.2 Cart through to the release of the XRO-3 Cart; the entire experience has been an extraordinary example of partnership and engagement.

From all of our operating sites throughout the country, and from all levels, we solicited input for enhancements and improvements to our XRO-2.2 Cart. The response was tremendous and clearly demonstrated the interest, ownership and passion of our XRO System. Each and every comment and suggestion was considered, discussed and examined. I am delighted to report our XRO-3 Cart is a reality and incorporates many of the ideas and suggestions we received from all of you.

It is very rare to have the opportunity to see your ideas put into action, much less to have someone actually listen to your suggestions. We are fortunate to be part of an organization that practices and embraces this philosophy.

We can all celebrate the XRO-3 Cart and we should. Each of us has contributed in some way to this endeavor. The XRO-3 Cart is truly a remarkable piece of equipment.

Thank you for helping to save lives.

Regards,

Mike Bailey

“I am delighted to report

our XRO-3 Cart is a

reality and incorporates

many of the ideas and

suggestions we received

from all of you.”

LETTER FROM OUR PRESIDENT

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Introducing the...

XRO-3 Vacuum Cart At Xanitos, we not only strive for

continuous improvement in our Xanitos

Room Optimization (XRO™) process

specifically designed to help reduce HAI’s,

but also to provide staff with the best

available tools for the invaluable work

they perform. Xanitos is introducing the

XRO-3, a new state of the art ULPA

filtered vacuum cart. The XRO-3 is a complete re-design of the

XRO-2 vacuum cart currently used at Xanitos facilities. It is

even quieter, even safer, and a more user-friendly cart.

In 2008 Xanitos

revolutionized safe dust

removal in patient areas

with the XRO-2 vacuum

cart. Five years later there

is still no comparable

vacuum cart available

except from Xanitos, yet

we are rolling out the

completely redesigned

XRO-3 vacuum cart which

is smaller, even quieter,

even safer – and only

available to Xanitos clients.

The XRO-3 vacuum cart is designed to be smaller yet provide increased storage space. Additionally, dual door access allows the user to quickly retrieve items from inside the cart without having to walk around to the other side, eliminating cumbersome access issues encountered when using most other carts. These doors have a visually appealing design, are easy to wipe down and keep clean, and can be locked, ensuring chemicals and EVS supplies can be safely secured.

The vacuum accessories, including the hose and attachments, are coated with a layer of Aegis™ antimicrobial coating to protect them from microbiological build-up and eliminating the potential of cross-contamination. These attachments are no longer mounted on the outside of the cart, but stored in a spacious drawer. This drawer has a patent-pending ultraviolet germicidal disinfection system that disinfects the vacuum accessories during storage with the simple use of UVC energy.

The 30 foot vacuum hose is fully automated on the XRO-3 vacuum cart. With a push of a button on the hose handle, the hose is automatically retracted or fed outward to the desired user length. This user-friendly feature eliminates any manual hose handling. Staff absolutely love it! The hose storage compartment also serves as additional storage to lock away open containers such as germicide or cleaning solution bottles.

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NEW FEATURES:Smaller, Quieter, with More Storage

Retractable Vacuum Hose

Use of Antimicrobial Coating on Hose and Attachments

UVC Drawer

Square Vacuum

“Don’t bunt.

Aim out of the

ballpark.”

— David Ogilvy

The heart of the XRO-3 vacuum cart, the ULPA filtered vacuum, underwent a complete re-design and now features a patent-pending square ULPA filtered vacuum as powerful as its predecessor. The square design is industry leading and unique to any vacuum on the market. These design improvements result in an even quieter vacuum (50 decibels), leaving more storage space, and giving the added benefit that both the filter and motor are more easily accessible and serviceable.

We here at Xanitos, along with the EVS staff that have tested the cart, are excited to have moved this project into production. The smaller size along with the added features provide a clear advantage, ensuing Xanitos continues its tradition of providing state of the art, innovative technology to the hospitals it serves. We already have placed orders for 220 XRO-3 carts to replace or supplement existing XRO-2 carts, including 70 each at one of our first clients, Froedtert Lutheran Memorial Hospital, and at several Kaiser Permanente clients and new clients.

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...What It’s All About

Standalone UVC devices have become very popular in the healthcare industry because of their ability to thoroughly eliminate the threat of diseases caused by microorganisms. Rutala et al published on the Tru-D UVC mobile device in October 2010. The study’s objective was to determine the effectiveness of a UVC emitting device to eliminate pathogens in a contaminated hospital room. Following tests, they found that the UVC energy reduced 99.9% of vegetative bacteria on the room surfaces within 15 minutes, and 99.8% of C. diff spores in 50 minutes.1 Similar findings have been found in other studies.

UVA, UVB and UVC bands of

ultraviolet radiation are

emitted naturally by the sun.

While UVA and UVB energies

penetrate the Earth’s

atmosphere, UVC energy is

completely filtered out,

preventing microorganisms

from being exposed to UVC

radiation and thereby inhibiting

development of any natural

defenses. This energy has

been implemented into UVC

devices that work as a

sanitization tool by inactivating

the microorganisms through

damaging the structure of

their nucleic acids and proteins

in the DNA, making them

incapable of reproducing and

so rendering them harmless.

1 Rutala, W. A., Gergen, M. F., Weber, D. J. (2010). Room Decontamination with UV Radiation. Infection Control and Hospital Epidemiology. Vol. 31, No. 10

Because of these exceptional results Xanitos has fitted its new XRO-3 cart with a UVC drawer to disinfect all vacuum hose attachments between use to prevent cross-contamination from room to room. Since attachments are kept much closer to the UVC source, they receive a much higher dosage of UVC energy and only need, at most, 3 minutes to eliminate 99.9% of C. diff spores (considered one of the hardiest common pathogens). The use of metal paneling for the drawer further increases efficiency as the energy, instead of being absorbed, is reflect off of these surfaces and back onto the hose attachments.

The XRO-3 vacuum cart’s UVC drawer is just one more step to ensure Xanitos stays at the cutting edge of Healthcare EVS and continues to provide a safe patient environment at the hospitals it serves.

Deactivation times for several common pathogens including C. diff and MRSA, specific for the drawer included in the new XRO-3 cart.

Why Bring Hourly Associates onto Xanitos’ Payroll?Our client, Wilkes-Barre General Hospital was looking for cost savings. By moving their staff onto Xanitos’ payroll with their current pay rates and benefits “grandfathered”, Xanitos was still able to reduce costs to the hospital through taking on all payroll liability costs and payroll processing costs. These savings have steadily increased since Xanitos passes along to the Hospital further savings as Grandfathered Employees who leave are replaced with new hires paid at market rates.

The Only Difference is the Name on the Pay Check!Bringing hospital EVS hourly staff onto Xanitos’ payroll was a change from the norm. The transition process involved some challenges. The hourly staff were at first apprehensive and nervous; feeling as if they were being “sold out.” Xanitos’ EVS management quickly addressed these fears by holding “town hall” meetings with the staff, representatives from the Hospital’s and Xanitos’ human resources departments, and with Diane Ljungquist, Assistant CEO. At these meetings fears of losing years of service, benefits, and wage cuts were addressed and debunked, making it clear, as in the words of EVS Director Bryan Dyer, “the only difference you will see is who issues your pay check!”

A Win-Win SituationSince the conversion, not only have the fears dissipated but employee satisfaction scores continue to climb. The Hospital and Xanitos management have ensured EVS staff still continue to feel like hospital employees – they go through standard hospital training, are included in performance improvement committees, and attend Hospital functions.

The conversion to full service offers a clear benefit to EVS hourly staff too. By being Xanitos employees, they are given opportunity to grow within the company through promotions at Wilkes-Barre General and other Xanitos locations. This in turn improves performance, as work well done will be rewarded, resulting in a further benefit to the Hospital. The conversion to full service provides both savings for the hospital and promotion opportunities for the hourly staff – a win-win!

Wilkes-BarreGeneral Hospital: Full Service –A Win-Win Xanitos had made a significant impact at Wilkes-Barre General Hospital. Since Xanitos

implemented its innovative

XRO system in December,

2009, HCAHPS “Top Box”

scores had risen seven

percentage points to a

three month average of

78%, and the nursing staff

strongly support Xanitos’

programs. Building on

this success, the Hospital

expanded its contract with

Xanitos by placing its

hourly EVS employees on

Xanitos’ payroll. This last

step, while presenting some challenges, has led to benefits both for the hospital and the EVS employees.

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10

LastingRelationship at Olean

At Olean General Hospital HCAHPS cleanliness “top box” scores average in the 80’s and Xanitos continues to enjoy high department head satisfaction throughout the hospital.

A critical factor in this success is the strong relationship Xanitos has with its Olean client, Tim Finan, President and CEO of Upper Allegheny Health System. This relationship, between Tim and Graeme Crothall, along with Tom McCullough, Regional Vice President, and Evan Sirlin, Vice President of Business Development, is built on mutual respect and an open line of communication.

An Unexpected Start

Tim Finan, CEO, regards EVS as having a significant role in a patient’s hospital experience. It was this belief that caused him in 2009 to select Xanitos to manage Olean’s EVS program. After a good start, Xanitos’ then on-site manager was talking the talk, but not walking the walk. Tim Finan became dissatisfied with him and reached out to Tom McCullough, Xanitos’ Vice President overseeing Olean.

Xanitos responded immediately. Despite it being Thanksgiving Day, both Tom McCullough and the EVP of Operations flew to Olean to meet with Tim to address the situation. By the following Monday then Project Manager Evan Sirlin was appointed Interim Director, a position he held for several months while the situation was rectified and a suitable permanent Director, Bill Unger, was appointed. During this time Tom and Evan worked closely with Tim and maintained a constant open line of communication, developing the strong professional and personal relationship enjoyed today. Tim was amazed at the level of responsiveness and ownership Xanitos took as a company to rectify the situation and has been a great supporter of Xanitos ever since.

A Flourishing Relationship

Over time, the relationship has continued to grow and strengthen. Tim believes that since patients are not generally medical professionals, if they walk into a hospital and immediately recognize it is clean, it gives them comfort that their treatment and care will be at the same high standards. In Tim’s eyes, housekeeping is everyone’s job, often saying to other facility CEO’s when they question him on how they can get their facility as clean as Olean, “if you want a facility to be clean, make it a priority.”

“Keep steadily before you

the fact that all true

success depends at last

upon yourself.”

— Theodore T. Hunger

Xanitos’ Quick Response Leads to a...

President & CEOUpper Allegheny Health Systems

(Olean General Hospital)

AN INTERVIEW WITH…

“A wise man will make more opportunities than he finds.” — Francis Bacon

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TIM FINAN 1 What is Environmental Service’s role in affecting the patient’s experience while they are in the hospital?

EVS’ role is very significant with respect to a patient’s hospital experience. EVS provides hospitals with a line of “first defense” with respect to infection control. Additionally, patients, while they may not understand the clinical pharmacology of a particular drug or the nuances of various clinical exams, they certainly understand “clean.” A clean and appropriate patient care environment underscores, in very tangible way, a hospital’s commitment to essential issues of patient respect and dignity.

2 How do you see this role played out at Olean General Hospital?

With the help of Xanitos, Olean General Hospital’s facility is remarkably clean. In fact, our hospital has a reputation as the cleanest hospital in our region. Patients and visitors comment on the cleanliness of OGH repeatedly. It is a particular point of pride here and we believe the cleanliness of our physical plant inspires significant faith and confidence in those we serve.

3 What challenges do you see organizations, such as yours, having in improving the patient experience?

Improving the patient experience is a basic expectation of each and every OGH staff member. We reinforce the notion that we all must be relentless in terms of this pursuit. We understand that patients are the only reason why we exist as a hospital. Their view and perspective on their respective experience at our hospital means everything to us. Patients have an absolute right to expect every aspect of their hospital stay to be “perfect” so that’s what we strive to achieve here at OGH.

4 In what way has Xanitos’ XRO system increased the patient’s perception that their room is thoroughly cleaned?

The “team approach” utilized by Xanitos with respect to room cleaning and the multiple visits EVS staff members make to patient rooms during the course of a day impresses our patients as a “show of force” and underscores for them our commitment to work diligently to provide them with a clean and comfortable room. Xanitos is meticulous in terms of cleaning all of the various “touch points” in patient rooms and their use of vacuums to clean our rooms of dust is likewise impressive to our patients.

5 Overall, how has Xanitos most impacted the patient experience and awareness that the hospital is indeed clean?

The cleanliness of Olean General Hospital is largely a function of our partnership with Xanitos. The clean environment helps to relieve significant patient anxiety. We understand that no patient wants to fret about a dirty and uncomfortable room. They have too many other concerns and anxieties. A clean facility, we believe, inspires significant confidence on behalf of our patients and visitors that we “know what we’re doing.” It’s a critical manifestation of our having our patients’ interests and concerns “front and center.”

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Training & Development

Hourly Associate TrainingNEW HOURLY ASSOCIATE TRAINING

New Hourly Associate Training starts with an intense five-day training period, followed by mentoring, assessments, and ongoing instruction.

DAY 1 – Hospital Orientation: The trainee takes part in the hospital’s orientation program which typically includes hospital expectations on HIPAA, fire safety, patient satisfaction/HCAHPS, etc., and a general introduction to the “do’s” and “don’ts” the hospital requires all its employees to adhere to.

DAY 2 – EVS Department Orientation: New hires are introduced to the EVS department at their first huddle. After a warm welcome, they attend a department orientation where they learn the structure of the department, who they will report to, shift assignments, days on and off, etc. Then follows classroom training on customer service, communication, hospital standards of conduct, and a range of other pertinent topics. Further classroom instruction prepares them for the hands-on training that will follow such as XRO System, team dynamics, safety, chemical usage, infection prevention, and XRO cart mechanics and use.

DAY 3 – Demonstrate, Practice, Perform: The trainee will shadow an hourly associate(s) skilled in training for the first half of the day, and then apply what they have observed in the second half of the day under the eye of either the hourly associate or a training supervisor. This is a comfortable way for the trainee to learn and experience the XRO System with an experienced person at their side. At the end of the day, an informal Q&A session between the trainee and their trainer identifies any issues or concerns that may exist, and plans are made to rectify these over the remaining two days.

DAYS 4 & 5 – Perform Under Scrutiny: The trainee performs an actual duty on each of these days, being monitored closely by the training manager/supervisor who corrects and gives additional one-on-one training as needed.

30, 60, 90 DAY CHECK: On the 30th, 60th, and 90th day the training manager/supervisor spends a large portion of the day observing the trainee at work, and correcting as needed.

ONGOING HOURLY ASSOCIATE TRAINING

Training needs regular reinforcement to keep proper cleaning procedures fresh, and prevent bad habits from forming. This is achieved through daily shift huddles, Safety Method of the Week and Cleaning Method of the Week in which a particular item is focused on for the entire week. This ensures that all our cleaning procedures and safety rules are reinforced over a 52 week period.

Training of both our hourly

associates and management

plays a pivotal role in the

quality of service we provide,

and so Xanitos invests heavily

in its training programs.

Recently Debby Biller was

appointed as full time Senior

Director of Training and

Leadership Development to

supplement Paul Tarrant,

our Director of Training.

We have also designated a

new key Training Hospital,

Southern Regional Medical

Center, increasing our

number of Training Hospitals

to six. Debby, with input

from many others, has

established additional

management training courses

and an increased focus on

Studer principles.

Our Focus on...

FOSTERING STRONG AND ENGAGED HOURLY ASSOCIATES AND MANAGEMENT

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Supervisory & Management Staff TrainingNEW MANAGEMENT TRAINING

For those new supervisory/management personnel that have never worked in a hospital, managing in an EVS department for the first time can be a daunting task, and so thorough training is needed to give them confidence.

Thorough training is also needed for those with previous experience to break old cleaning habits, and to learn and accept the new Xanitos way.

Xanitos has extended the training time for both inexperienced and experienced hires by 50% to counter these difficulties. This extended training is given at one of our six Training Hospitals – hospitals chosen for their high standards of cleaning, smooth running XRO System, and management training time available. The four to six weeks each trainee spends at a Training Hospital enables them to experience what “clean” looks like and how to properly run Xanitos’ systems.

Key components of the training curriculum at these Training Hospitals include XRO team cleaning, specialty area cleaning, in depth floor care instruction, quality assurance, a strong understanding of HCAHPS (and how to improve patient satisfaction), and employee management training.

At the start of training all trainees are interviewed by Debby Biller to assess the trainee’s strengths and weaknesses and enable her to tailor our program to their individual needs.

ASSESSMENT & FEEDBACK

Assessment and feedback is important. Xanitos’ programs include written competency exams along with one-on-one monitoring by the Training Hospital manager/trainer to measure the trainee’s progress. In addition, Debby Biller follows up with the trainee at set intervals to monitor progress, and if needed, make adjustments going ahead.

Each Training Hospital is certified initially by either Debby Biller or Paul Tarrant, and is audited annually to ensure they are faithfully executing Xanitos’ training program.

“What chance gathers she

easily scatters. A great

person attracts great

people and knows how

to hold them together. ”

— Johann Wolfgang Von Goethe

Leadership Development TrainingESSENTIALS LEADERSHIP TRAINING

All newly hired and existing supervisors attend four days of leadership development training at an off-site location. There they learn essential leadership skills in a group environment including topics such as Studer principles, communication, conflict resolution, employee engagement and rounding, and customer service.

ADVANCED LEADERSHIP TRAINING

Advanced Leadership Training focuses on further expanding existing leadership skills of Xanitos’ account managers and regional managers. Similar to Essentials training, Advanced training is a 4-day group learning event held at an off-site location. Advanced courses cover further EVS specific topics and general leadership topics often led by external experts. These topics include subjects such as:

w Coaching Fundamentalsw Building and Sustaining Capacity in Leadership Teamsw Goals, Roles and Guidelinesw Motivating and Optimizing Performancew Further Studer Principles

This Advanced Leadership Training is provided on an ongoing basis, fostering an environment where continual development is encouraged and expected, in turn strengthening the management team and providing opportunities for managers to grow within the company.

E-LEARNING MODULES

In addition to these group learning events, supervisors also have access to E-Learning courses to further enhance their management skills. These e-modules can be taken at the employee’s discretion or they can be selected by their manager as part of their development plan.

An Engaged Work ForceHourly associates who are “fully engaged” in what they do are key, and will indeed “help save lives.” To be “fully engaged” an hourly associate needs to be convinced that their jobs do this. This conviction comes partly through thorough training, partly through an understanding of how Xanitos’ methods achieve this, and most importantly their belief is reinforced daily by supervisors who are themselves true believers that Xanitos’ systems, well executed, will help save lives.

At the turn of the century a small town in England had a construction project in its town

square. Two men were shaping stone as a part of the building project. A bystander came

up to them and asked one, “what are you doing?” The man replied, “Can’t you see?

I’m chipping rocks.” The other man paused, pointed to the large hole in the ground in the

middle of the town square and said, “Can’t you see? I’m building a cathedral.”……..

For a workforce to be fully engaged, they need to understand that they are not just

mopping floors but are indeed “building a cathedral” – the cathedral of helping save lives.

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While Xanitos’ new hire

training provides the

foundation needed to

successfully manage within

an EVS Department, it is

vital that our management

develop broader leadership

skills, and continue to build

on those skills throughout

their time with Xanitos. To this

end, Xanitos has developed

two new classroom programs,

Essential Leadership Training

and Advanced Leadership

Training, plus has available

over sixty E-Learning Modules.

Debby Biller

Paul Tarrant

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A Better Approach to Staff Engagement

Devoted to engaging and developing its hourly associates, Xanitos has implemented several key programs that support these goals:

Rounding for Outcomes: Supervisors “round” on their hourly staff, initiating conversations in which they ask relationship building questions; inquire if there are any persons that the employee feels deserve recognition; seek feedback from the employee on any problems they have seen or systems and processes they believe could be improved; and provide positive reinforcement to those staff that are preforming well, while coaching those that are not.

Stop Light Reports: This tool is used by supervisors to track and report results from their rounding. The report is broken out into three categories: Green, for concerns or problems raised by the employee that have been addressed and/or accomplished; yellow, items that will be completed in 90-days; and red, items that the staff may want but cannot currently be achieved. This enables supervisors to track their staff’s needs and ensure follow through on “yellow” items, so that the staff can be confident that their concerns are addressed. At staff meetings yellow items are raised and a collaborative approach is taken to solving these issues so that the yellows can be moved to greens. Reds, while not being immediately achievable, are discussed as to “why” something cannot be done. This fosters a sense of trust and support between the leaders and hourly staff.

HML Conversations: HML (High-Middle-Low) Conversations are used to guide communication with employees at various performance levels. High-performer conversations consist of positive reinforcement aimed at re-recruiting the department’s strongest employees. In middle-performer conversations, supervisors provide positive feedback to their mid-level employees, but also go over an area of development that the employee can improve upon. For low-performer conversations, supervisors discuss observed problems with poorly performing employees, along with what steps need to be taken to correct these behaviors, and consequences if the behavior does not improve. These three levels of conversations ensure that high performers are aware that they are a valued asset to the company, middle performers are provided with the necessary means to become high performers, and low performers improve their performance if they wish to keep their jobs.

XANITOS TRAINING PROGRAM

Xanitos has taken these programs and integrated them into multiple levels of their training curriculum.

Supervisor Training: Supervisors are thoroughly trained in the above discussed rounding techniques, HML conversations, and in best techniques for communicating with their staff. This assists the supervisors in building the critical relationship of mutual trust necessary for strong staff engagement.

Hourly Staff Engagement: Xanitos’ hourly staff are engaged through training that teaches the employees the purpose behind the tasks they do and how doing that work makes a difference; in fostering positive relationships with supervisors and between coworkers; by recognizing, appreciating, and rewarding success; through providing opportunities for development; promoting active participation and input in decision making; and through timely and transparent communication with the EVS staff. All of these combining to build an hourly work force that is engaged, knowledgeable, and invested in the success of the organization.

A SUCCESSFUL EVS PROGRAM

By integrating these programs in both its training and as a part of its daily cleaning systems, Xanitos creates an engaged workforce of high performers that support the mission, vision, and values of the EVS department and the hospital. This high engagement in turn is rewarded with higher HCAHPS, higher morale and higher productivity – creating a population of employees who want to come to work!

Employee engagement is critical

to a successful EVS program.

It is essential therefore that an

EVS training program engages

its staff and teaches them the

pivotal role they play within

the hospital; both as a liaison

between the EVS Department,

patients, and other hospital

staff; as well as in their role

in preventing the spread of

dangerous pathogens. At

Xanitos, employee engagement

is achieved through developing

a strong line of communication

and support between hourly

associates and their supervisors

and integrating that into the

hourly training program to

ensure the EVS staff have a

strong understanding of the

vital impact the work they do

has in saving lives.

Employee Engagement

EMPLOYEE SPOTLIGHT

Michelle Mellon

Her energy and drive has been a constant in her life. Before joining Metro Health Hospital, Michelle started up and ran a residential cleaning company for newly constructed homes. While challenging, the business provided stability for the family and allowed Michelle to be at home with her children prior to their entering school. As Michelle describes it, “…I loved the freedom that owning and operating my own cleaning company offered me while allowing me to still be present and active with the kids at home and school.”

Once all her children were in school, Michelle decided to get into the healthcare industry and joined Metro Health’s in-house EVS Department as a third shift supervisor. With a background in Biology, Michelle was drawn to the science of healthcare. Metro proved a great fit with its emphasis on “green” technology, as she explains, “understanding the basic ecological issues has been huge in tying in our sustainability and green cleaning program.” In addition, Michelle has a background in education which has provided her with many of the intrapersonal skills necessary in being a strong manager – helping her connect with clinicians, infection control, and managing the EVS training program.

Recognizing her skills and natural aptitude in managing, Xanitos brought Michelle onto its payroll and promoted her to Director of Environmental Services and Patient Transport when Metro contracted with Xanitos to manage its EVS Department. Despite the difficulties of implementing new methods and cleaning procedures, bringing all staff onto the Xanitos’ payroll, and introducing the XRO team cleaning system to an EVS department accustomed to traditional cleaning methods, Michelle ensured a smooth transition through the strong relationships she had built with the EVS staff and by providing an open environment where the EVS employees were continually kept informed of the process. “The transition and new processes were challenging to all of us, but I had tremendous support,” Michelle explains, “I never imagined what an amazing learning experience it would be for me in terms broadening my knowledge of healthcare management.”

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“The important thing for

me is being content and

happy. Continuing

education is important

to me and so is my job.

I hope that my kids see

and appreciate the hard

work that is required to

provide for a family and

be successful in a career.”

— Michelle Mellon

Enthusiastic and bubbly, Michelle Mellon, Xanitos’ Director of EVS at Metro Health Hospital,

lightens up the work place with her contagious smile and affable personality. Her excellent

management skills can be seen not only in how she relates to her EVS staff and other hospital

personnel, but also in Metro’s high level of cleaning. And while managing an EVS Department

to such high standards is enough to keep anyone busy, Michelle does it all while juggling a

household of six children and pursuing an MBA degree!

While challenging and time consuming, serving as the Director of EVS and ensuring the deparment’s success isn’t Michelle’s only ‘job.’ With six children aged 6-15, Michelle and her husband, Mike, are in a constant flurry of violin classes, swim lessons, softball games, theater performances, and a throng of other extracurricular activities. Despite all this, they still find time to get out into nature, hike, and enjoy some of the more peaceful aspects of life. For Michelle the important thing is, “being content and happy. Continuing education is important to me and so is my job. I hope that my kids see and appreciate the hard work that is required to provide for a family and be successful in a career.” Michelle is indeed continuing her education and is working on her MBA degree at Northwood University’s DeVos School of Business.

Michelle’s hard work certainly has paid off at Metro. Today the EVS Department continues to excel under her leadership with HCAHPS “Top Box” cleanliness scores averaging 80 percent, and department head satisfaction is up in the 90’s. EVS employees that have worked at Metro for the past several years agree that the facility looks and is significantly cleaner today.

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“Don’t wait for extraordi-

nary opportunities. Seize

common occasions and

make them great.”

— Orison Swett Marden

Pictured below from left to right:

Michelle Mellon, Kathy Goodell,

Richard Burchett, and Sarah Acker

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AROUND TOWN

Pam Machukas, Lucinda Youngblood, Cindy Gower, Melissa Brown, and Lori Quail

Mary Landers, Theresa Griffey and Willie Jackson

At Memorial South Bend they celebrated EVS week with a different activity and celebration each day including a nice dinner, pizza party, and raffles. The Hospital also provided on-site chair massages for every one of the EVS employees in recognition of EVS week and continued improvement of patient satisfaction scores.

Children’s Hospital of WisconsinAt Children’s Hospital of Wisconsin the EVS team celebrated all week with plenty of food including pizza, potluck, subs, cake, ice cream, and so much more.

EVS Week Celebrations!

Altoona Regional Medical CenterAt Altoona activities were held each day in celebration of EVS week, including raffles, a lunch, and gifts to the EVS employees. Additionally, several nursing units had lunch or breakfast provided for the EVS staff.

Cortland Regional Medical CenterEVS staff at Cortland Regional Hospital were presented with gift bags.

ALTOONA EVS TEAM

MEMORIAL SOUTH BEND EVS TEAM

Memorial South Bend

The hourly EVS employees are the backbone to Xanitos’ programs and the most critical component to providing excellent service at the hospitals Xanitos cleans. During EVS Week last September Xanitos recognized all their hard work. Here’s how a few of Xanitos’ EVS Departments celebrated.

HCAHPS “Top Box” Reaches 100%!Altoona Regional Health System is a 399 bed Level 2 Trauma and Stroke Center Acute Care hospital located in Altoona, PA. In November 2012 Altoona achieved a perfect score of 100% Top Box for the HCAHPS Cleanliness score. This is the first time a 100% Top Box Score for “was your room always clean” has been recorded for a hospital of this size.

In addition to this achievement, the EVS Department received a letter from the hospital’s Senior Management celebrating the EVS Department’s achievements in both outstanding HCAHPS and Nurse Satisfaction scores, which average around 95%. An excerpt from this letter:

“You can take great pride in knowing that your work and cleaning responsibilities help to decrease infections for our patients; there is nothing more important than that!

In summary, we just want to say “thank you” for everything you do for our patients and the hospital. You have made great progress and continue to raise the bar for patient satisfaction in our hospital. We are confident that we will continue improving. You are a vital part of our team and goal of making sure all of our patients have an exceptional health care experience when treated at Altoona Regional.”

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David Denson, an Outstanding LeaderCongratulations to David Denson who received Xanitos’ Excellence Award for Outstanding Leadership and Training at our Jackson Hole 2012 Conference. His exemplary management of Adventist LaGrange Memorial Hospital’s EVS Department has led to HCAHPS cleaning “Top Box” Scores averaging in the mid to high 70’s and extremely high Nurse Head satisfaction in the upper 90’s. As a part of the award, Xanitos covered the costs for a trip to Hawaii for David, his wife, Julie, and daughter, Olivia; a well-earned vacation to an outstanding Xanitos EVS Director. Thank you for all your hard work in making this company a success!

CHOW Finds Waste AlternativeChildren’s Hospital of Wisconsin (CHOW) and the EVS Department managed by Xanitos made it into an online publication in Milwaukee’s Pulitzer Prize winning Journal Sentinel, Milwaukee Wisconsin, through the innovative recycling program implemented at CHOW. This program, a joint effort between doctors, nursing, and the EVS team; involves transforming more than five tons of polypropylene surgical sheeting (“blue wrap”) used in operating rooms from waste into recycling each month. This rerouting of unwanted materials has led to reducing 6% of the hospital’s monthly waste. A great example of the impact EVS departments can make to reduce hospital costs while doing their part to improve the environment. (The full article “Companies are finding more money in recycling” can be found at www.jsonline.com)

Anisha Carter Awa Camara

Cynthia Harris Dwan Elliotte

Joyce Watson Kongpheth Thongsavath

Kyle Wigfall Niah Boydkin

Robert Lewis Roseanne Wigfall

Shaterica Jones Stacey Edwards

Southern Regional Medical CenterAt Southern Regional Medical Center outstanding employees were recognized with gift cards.

Thanks for all your excellent performance that makes Xanitos the success it is today, keep up the good work, and remember, you save lives!

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One Year of Success at St. Joseph HospitalOn November 28th Xanitos celebrated its one year anniversary at Presence Saint Joseph Hospital – Chicago. Celebrations included a party for the EVS staff, joined by members of Administration including Carol Buer, VP Professional Services, William Duffy, CNO and Robert Mueller, Director, HR. The EVS staff have come a long way this year to make up the professional, respected department that it is today. We are looking forward to further progress and another great year in 2013!

A Great RecoveryXanitos would like to welcome back one of its own, former EVS Director of Memorial Hospital of Chattanooga, Roy Haynes, who has made a miraculous recovery from illness and rejoined Xanitos as its new EVS Director at Southern Regional Medical Center, Atlanta.

Roy was found unconscious in his house on a Monday morning after failing to show up to work. He was immediately rushed to the hospital where he was confirmed to be in a diabetic coma. The situation was bleak, and he even received last rites, but after 17 days, he regained consciousness.

He has since undergone multiple surgeries and spent several months in recovery, returning to managerial duties with Xanitos at full capacity. We are glad to have such a high caliber director back on board, along with such a great team that was able to support him through it all, as per his words, “the support I received from the company and my co-workers was nothing short of exceptional.”

“The support I received

from the company

and my co-workers

was nothing short of

exceptional.”

— Roy Haynes

OSHA’s New Standard for Chemical Labeling Cleaning solutions are engineered to eliminate pathogens in order to provide a safer hospital environment. The strength of chemicals needed to kill pathogens can also be a risk for humans when not properly used. It is therefore extremely important all cleaning solutions are clearly labeled and the instructions on these labels are followed.

OSHA has just come out with updated standards including a series of new standardized pictograms and signal words that must be clearly visible on all chemicals containers indicating any hazards the chemicals present. All Xanitos employees are trained in the new labeling system. Training on these new standards is also carried out with new hires, once annually for all staff, and as new chemicals are introduced. This ensures the hospital is a safe environment for both patients and the EVS staff that are serving them.

SAFETY MOMENT

Tom McCulloughRegional Vice President

Tom joined Xanitos in April, 2009 and has been promoted to Regional Vice President. In this role he continues to be directly responsible for several clients as well as

overseeing Monika Farkas, and the soon to be appointed Regional Manager Northeast.

Monika FarkasSenior Regional Manager

With over 20 years’ experience in Hospital EVS, Monika joined Xanitos in early 2012 as one of Xanitos’ Directors of EVS. She has since been promoted to Regional Manager,

and now, due to her continued outstanding performance, promoted again to Senior Regional Manager.

Jose FelicianoSenior Regional Manager, Kaiser Permanente

Beginning his Career in Hospital EVS in 1985 with Marriott, Jose worked for one of Graeme’s companies before joining Xanitos in 2009 as Resident Regional Manager,

and then later serving as Regional Manager. Jose has recently been promoted to Senior Regional Manager where he oversees Xanitos’ Kaiser Permanente System business in Northern California.

With Xanitos’ continual growth, several new

positions have been added within the company,

and along with those positions, the promotions

of some Xanitos veterans. Take some time to

familiarize yourself with the new roles of several

faces you may already know.

Xanitos welcomes Ron Glisk as

Executive Vice President! Having been

Graeme Crothall’s first Sales Director for

Crothall Services Group when it began,

and later spearheading sales in GCA’s

Education Division, growing it from

organically from $60M in sales to

$400M in 8 years, Ron has extensive

experience in Environmental Services.

Ron joined Xanitos on April 1st.

Based in Xanitos’ Corporate offices in

Newtown Square, he heads up Xanitos’

Sales & Marketing department along

with overseeing the Training and

Productivity divisions.

We are very excited Ron has joined us!

OUR PEOPLE21

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Debby BillerSenior Director of Training and Leadership Development

Having worked for one of Graeme’s previous companies, Debby joined Xanitos in 2009 as Resident Regional Manager at Froedtert

Lutheran Memorial Hospital. Debby has recently been promoted to Senior Director of Training and Leadership Development where she is responsible to develop, improve, and oversee current training programs for hourly staff, supervision, and management. Debby will also be applying her knowledge of the Studer principles to these programs. Her skills and experience will be a huge asset to Xanitos’ Training Department.

Craig HodgesDirector of I.T.

Craig joins Xanitos with over 20 years in the IT industry, including providing technological support to one of the largest global consulting firms; founding a web design,

development, and technology consulting company; and serving as Director of Operations at an IT Services company, ITDATA. Craig serves as Xanitos’ Director of IT, managing and running all IT services and systems, in addition to providing IT support to both Corporate offices and to the on-site staff at the Xanitos’ EVS departments.

Edward CrothallCorporate Counsel

Edward has provided legal services to Xanitos as an outside legal counsel for the last two years. He now joins Xanitos as Corporate Counsel. He will be overseeing

general legal matters at Xanitos, including contract management, non-disclosure agreements, corporate governance and employment agreements. Edward received his law degree from Temple University Beasley School of Law, and his BA from Cornell University.

David CrothallRegional Manager

David joined Xanitos’ operations team in January 2011 supporting start-ups in Southern California. He later took on the role as Vice President of Sales in the Central region

where he also played a part in developing marketing material. David has recently transitioned back to operations where he is supporting our Kaiser Permanente business as Regional Manager.

Alex MayProject Manager

After building a successful career in hospitality management, Alex moved into the healthcare industry in 2004 where he has quickly progressed over the last 9 years,

serving as EVS Director, Project Manager, and a Resident Regional Manager at a 600+ bed facility. Alex joins Xanitos as Project Manager, where he will be assisting with start ups and supporting current business.

Sal RacobaldoRegional Manager, Kaiser Permanente

Starting as a supervisor in 1995, Sal has over seventeen years’ experience in hospital EVS management services. He has experience as Regional Manager over a seven hospital

system, Philadelphia Tenant Health; and later went on to become Regional Vice President of the Mid-Atlantic region, both under one of Graeme’s previous companies. Sal Racobaldo joins Xanitos as a Regional Manager for the Kaiser Permanente business in California.

Mike PerryDirector of EVS, Modesto and Manteca

Mike Perry joined Xanitos with more than 7 years hospital housekeeping experience. Most of Mike’s experience comes from several locations in California where he’s

worked with SEIU. Mike moved his wife and son in October when he accepted the position with Xanitos in Modesto.

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Roy HaynesDirector of EVS, Southern Regional Medical Center

Roy brings over 25 years diversified experience to his role as Xanitos’ Director of EVS at Southern Regional in Atlanta.

He has led management teams in a variety of healthcare settings from single unit facilities to multi-unit systems, serving as a Supervisor, EVS Director, Area Support Manager and District Manager prior to joining Xanitos as Director of EVS at Chattanooga, and then transferring to his current position at SRMC.

Joseph QuinnDirector of EVS, South Shore Hospital

Joe has 25 years of experience in hospital housekeeping, working in numerous Boston area hospitals; most recently Boston Children’s Hospital and Beth Isreal Deaoness

Medical Center. He also has experience managing patient transport, laundry/linen distribution and hospital call centers. Following two years of sales in the healthcare industry, Joe joined Xanitos as Director of EVS for South Shore Hospital in Weymouth, MA.

Chris RenzDirector of EVS, Kaiser Permanente, Walnut Creek

Chris will be reaching his five year anniversary with Xanitos this September, where he has served as Director of EVS at several of

Xanitos’ facilities including his most recent move to Kaiser Permanente’s Walnut Creek Medical Center. Chris is very excited about his opportunities in California as EVS Director.

Nu Nu GirmaDirector of EVS, Kaiser Permanente, Woodland Hills

Nu Nu has worked in Healthcare for the last 30 years. Before joining Xanitos Nu Nu was District Manager at Sodexo for Government

Services. She has also served as Vice President of Support Services for Daughters of Charity Healthcare System. Nu Nu is currently Xanitos’ Director of EVS at Kaiser Permanente, Woodland Hills.

Bobby DorsettDirector of EVS, Kaiser Permanente, San Diego Medical Center

Bobby brings over 20 years’ experience directing hospital environmental operations both in in-house and outsourced operations,

in addition to managing patient transport and laundry/linen distribution. Bobby joins Xanitos as Director of Environmental Services at Kaiser Permanente’s San Diego Medical Center, and its 14 corresponding surgery centers and medical office buildings.

Frank ZamudioResident Regional Manager, Children’s Hospital of Wisconsin

Frank has over twenty years’ experience in hospital housekeeping, managing multiple hospitals and clinical areas throughout

Minnesota. Before entering the healthcare industry, Frank spent several years in the United States Navy as an Aviation Electronic Technician. Frank joins Xanitos as the Director of Environmental Services at Children’s Hospital of Wisconsin

Sherry ZamudioProject Manager

With nearly ten years’ experience in environmental services as Project Manager under one of Graeme’s previous companies, Sherry has extensive experience training

and implementing EVS programs on the field. Sherry is joining Xanitos to serve as Project Manager in its north central region.

Dennis CaseyResident Regional Manager, Kaiser Permanente, Oakland & Richmond Medical Centers

Dennis has over 17 years of experience in Environmental Services, both in in-house operations and at one of Graeme’s previous

companies. He has also managed linen distribution and facility painting in his career. Dennis has been with Xanitos for the over three years, recently being promoted to Resident Regional Manager of both Kaiser Permanente’s Oakland and Richmond Medical Centers.

C. Diff, An Increasing ProblemHospital acquired Clostridium Difficile Infections (C. diff) are becoming an increasing problem worldwide. Some concerned hospitals are looking at new technologies or a different approach to cleaning in an effort to reduce/eliminate C. diff. Studies have shown that C. diff spores can be aerosolized and so can travel to high and low surfaces and collect in dust. The 2003 CDC Guideline for Environmental Infection Control in Health-Care Facilities states that “Housekeeping surfaces require regular cleaning and removal of soil and dust.”1 S.J. Dancer, a microbiologist, writes, “Vacuuming up dust from floors is probably one of the simplest methods to remove [C. diff] spores from the environment.”2

It is clear that dust removal is very important in the fight against C. diff.

Xanitos has recognized this from the outset with its use of vacuum carts for dust removal. Our latest XRO-3 vacuum cart is ULPA filtered, and offers a proprietary tool that can effectively and efficiently remove dust from high surfaces and patient areas, and so also remove the C. diff spores this dust carries.

References:

CDC Guideline for Environmental Infection Control in Health-Care facilities, 2003. U.S. Department of Health and Human Services , Centers for Disease Control and Prevention (CDC) , Atlanta, GA 30333

Dancer, S.J., Mopping up hospital infection, Journal of Hospital Infection, 1999, 43:85-1000.

HAI PREVENTION CORNER

3809 West Chester PikeNewtown Square, PA 19073

484.654.2300http://www.xanitos.com

Orbio, A Green Cleaning SolutionThe Tennant Orbio system is a new environmentally friendly system that enables the EVS department to reduce the volume of conventional chemicals used in several cleaning processes. Orbio uses an electrical charge to create an alkaline solution from tap water and salt. This solution can be used daily in place of all-purpose/multi-surface cleaners. Orbio can also be used for the daily scrubbing of hard surfaces, corridors and for carpet extraction.

In addition to the reduction of chemicals in waste water, Orbio also helps to reduce the amount of packing material that goes back into the waste/recycle stream.

Xanitos has tested Orbio at several sites and has found it to work very well particularly in the area of carpet care. Orbio is currently being used at Children’s Hospital of Wisconsin and is under consideration at other hospitals as well.

“If your actions inspire others to dream more, learn more, do more and become more, you are a leader.” — John Quincy Adams

The Orbio device is available to Xanitos clients on request.