Achieving High HCAHPS Scores: The Impact of EVS on Patient Satisfaction

Anyone who has received care or visited a loved one in the hospital knows that hospitals and healthcare systems aren't just evaluated on the quality of medical care.

Patient satisfaction, a key indicator of hospital success, is widely assessed through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. These scores reflect patients’ experiences with their care and play a crucial role in shaping a hospital’s reputation, funding, and ability to attract future patients. So what role does environmental services (EVS) play in HCAHPS? EVS is responsible for maintaining a clean, safe, and comfortable environment for patients, and it’s directly tied to how patients perceive their care.

As hospitals strive to improve their HCAHPS scores, the right EVS partner can make all the difference. HHS’ dedicated EVS teams have helped hospitals enhance their HCAHPS performance, creating cleaner, more positive patient experiences and improved healthcare outcomes.

Understanding HCAHPS and Its Importance

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a standardized survey measuring key aspects of patient satisfaction, including communication with doctors and nurses, staff responsiveness, and the overall care environment.

HCAHPS scores are crucial for hospitals, as they influence patient perceptions, Medicare reimbursements, and overall quality ratings. Cleanliness and infection control — both of which are core responsibilities of EVS, are critical factors impacting HCAHPS scores. A well-maintained facility prevents healthcare-associated infections (HAIs) and fosters a safe, welcoming environment — both of which help build patient trust and boost satisfaction scores.

Recognizing these key drivers, we collaborate with hospitals to align EVS efforts with their specific goals. Our focus on infection control and cleanliness supports a healing environment, enhances patient confidence, and contributes to higher HCAHPS scores.

The Role of EVS in Patient Satisfaction

At its core, EVS is about more than tidying up — it’s about creating an environment that supports healing and promotes trust. From maintaining hygiene to preventing infections, EVS teams ensure that patients feel safe and cared for. Cleanliness is often one of the first things patients notice, and it shapes their overall experience.

When EVS is done well, patients feel more at ease and confident in their treatment. Small details, like spotless floors or fresh linens, help create positive first impressions and build trust. HHS takes a collaborative approach, working closely with healthcare teams to tailor services that meet specific needs and leadership goals. With customized EVS solutions, we support patient satisfaction, infection control, and hospital performance — demonstrating that EVS is a critical factor in every successful healthcare operation.

Case Study: JPS Health Network's Success with EVS

As a publicly funded organization, the JPS Health Network contends with several challenges that privately funded health systems do not, including providing a high standard of care for every single patient who relies on them without discriminating based on finances. 

Our teams at JPS are accountable for five primary KPIs: HCAHPS scores, HAIs/C. diff rates, bed turnaround time (TAT), and our internal employee satisfaction survey. During a surprise Joint Commission (TJC) accreditation review, JPS achieved zero EVS-related findings across 28 clinics and a 600-bed hospital — a clear testament to the EVS team’s consistent, high standards.

Key success factors at JPS include:

• Daily Safety Huddles: Ensuring constant communication and quality monitoring.

• Frequent Quality Audits: Quickly addressing and resolving issues to maintain excellence.

• Comprehensive Training: Equipping staff with the tools and knowledge needed for success.

• Leadership Alignment: Ensuring EVS strategies align with broader organizational goals.

Why EVS Drives Patient Confidence and Hospital Success

EVS goes beyond maintaining a clean facility—it impacts infection control, patient safety, and hospital reputation. A well-executed EVS program not only prevents HAIs but also builds trust by demonstrating the hospital’s commitment to patient well-being.

At HHS, we view our customers as partners. By aligning EVS operations with hospital leadership goals, we contribute to broader organizational objectives, such as improving patient outcomes, boosting operational efficiency, and enhancing overall hospital performance.

The Path Forward with EVS

The journey to achieving and maintaining high HCAHPS scores begins with a commitment to excellence in Environmental Services. By ensuring a clean, safe, and welcoming environment, EVS teams contribute directly to positive patient perceptions, improved safety, and stronger hospital performance. At HHS, we believe EVS is more than just a service — it’s a partnership with hospitals to support their long-term goals.

Ready to boost patient satisfaction, enhance safety, and elevate your hospital's performance? Contact us today to learn how our tailored EVS solutions can help you reach your goals.