Case Study: Yale New Haven Health boosts productivity and patient satisfaction with ABM Industries

Better HCAHPS Through Better Productivity for Yale New Haven Health

Yale New Haven Health partnered with **ABM Industries** to improve productivity in Environmental Services while maintaining high service levels, patient satisfaction, and employee engagement. The health system needed a better way to align staffing and processes to real operational demand, using analytics to understand performance against industry benchmarks.

**ABM Industries** implemented a three-pronged, data-driven solution using Truven analytics, accurate staffing tied to volume metrics such as adjusted patient days (APD), and ABM’s Enhancing the Patient Experience™ program. The result was a 23% productivity improvement, a 20% staffing reallocation plan, a 35th percentile efficiency target, a 38% reduction in bed-turnaround time, and improved HCAHPS scores from 65 to 67.

Yale New Haven Health