Collaborative Studies

HSSF conducts Collaborative Studies on topics of interest to support services leaders.  Participants share their perspectives and experiences. J C Wickham Associates, LLC, an operations improvement consultancy, coordinates the study and moderates online sessions to discuss results. Participants in study receive full access to the study write-up and recordings of the sessions. All HSSF members have access to study abstracts. HSSF notifies potential participants by email of upcoming studies.


#36 - Food and Nutrition Call Center Management Metrics - HSSF Quick Survey
A member posed a simple question: What metrics do other HSSF hospitals and health systems use to manage performance of their food and nutrition call centers? HSSF was on it and composed a quick survey to answer that question and gather a bit more information about respondents’ call center operations. Participants representing 11 call centers responded. HSSF summarized the findings in a document then held an online meeting to share results and enable discussion among respondents...
HSSF Members: CLICK HERE to read abstract #36 - Food and Nutrition Call Center Management Metrics

#35 - Laundry and Linen Leaders Air Their Laundry and Linen Practices
Way back in 2008, laundry and linen management was our first Collaborative Study topic. 2020 was a good time to check back in on the state of the art. Technology, the supplier base, our operating environments, and best practices have evolved in that timeframe. So we surveyed and interviewed members to ask: What are the prevalent operating models? What innovations are being adopted? How are we minimizing losses? What proven practices can we learn from? ...
HSSF Members: CLICK HERE to read abstract #35 - Laundry & Linen Practices

#34 - Is Your Transport Management Keeping Pace?
Some health care administrators may perceive the transport function to be a low-skilled function performing the simple tasks of moving people and equipment. But others more astutely recognize its quiet but critical role as the connective tissue supporting goals in patient flow, patient satisfaction, and asset utilization ...
HSSF Members: CLICK HERE to read abstract #34 - Patient Transport

#33 - Wrestling with High Turnover Among Service Workers
Let me guess: You are constantly trying to fill holes in your staffing schedules. Workers frequently quit or transfer, especially in the first 90 days of employment. You and your managers spend too much time shuffling employees and struggle to find capacity to do the more important work. Feels like it takes forever to find, hire, train, and onboard good replacement employees. You are not alone. Historically low unemployment is aggravating these challenges for most support services leaders ... 
HSSF Members: CLICK HERE to read abstract #33 - Employee Turnover

#32 - Innovations in Support Services
Robots. Smartphone apps. Slick software. Security devices. Telecommunications. Cleaning tools touting infection control. Employees’ inventions. Support services leaders in hospitals and health systems across the country are constantly searching for, evaluating, and implementing innovations to help them advance the state-of-the-art in providing healing environments ...
HSSF Members: CLICK HERE to read abstract #32 - Support Services Innovations

#31 - HSSF Members’ Call Centers Grow Up to Be Service Response Centers
In your non-work life, you’ve experienced the service you get from both the RMV and Amazon. No doubt you prefer Amazon’s, and their service or others like it sets your expectations for other service response experiences. Are your hospital support services’ call centers keeping up with your customers’ rising expectations and advances in technology?
HSSF Members: CLICK HERE to read abstract #31 - Service Response Center

#30 - Is It Time to Take Visitor Security Management to the Next Level?
Like many of our HSSF collaborative studies, this one began when a member asked me a question: “What are other hospitals doing to reduce security risks driven by easy visitor access?” Eighteen hospitals joined our study and shared their current practices and plans. When results were in, they participated in online presentations and discussions of results ...
HSSF Members: CLICK HERE to read abstract #30 - Visitor Security Management

#29 - How Easily Can Your Support Services Workers Advance?
Is it clear to them how they can develop their skills, advance, and earn greater rewards, basically, why they should stick around? Seems like making it clear is a basic requirement for managing our people, but sometimes we get complacent and don’t offer them what we should, or circumstances call for a rethink. A group of support services leaders recently participated in an HSSF collaborative study to share ideas for how to do it better ...
HSSF Members: CLICK HERE to read abstract #29 - Career Ladders in Support Services

#28 - HSSF Members Share Experiences in Cost Reduction 
Finding ways to operate a hospital more economically never goes out of style. In times when census is growing, there’s a push to do more without adding resources; in leaner times it’s about doing more with less. We’re several years into an industry-wide focus on lowering costs driven by declining reimbursements and risk-sharing arrangements. Ironically, many HSSF members report that they have not seen a drop in census, but nonetheless, the financial pressures are strong ...
HSSF Members: CLICK HERE to read abstract #28 - Cost Reduction Successes

#27 - HSSF Holds Learning Session for Current and Future Epic Users 
Seems like times are good for Epic, the electronic health record company. The company’s website reports that they have 355 customers, mostly large hospitals. In an informal poll at HSSF’s 2015 Executive Conference at UNC Hospitals, over half of attendees said their hospitals will implement or already have implemented the system. It’s a major undertaking. How can Support Services leaders get the most value from using Epic? ...
HSSF Members: CLICK HERE to read abstract #27 - EPIC Learning Session

#26 - Support Services Partnership (no abstract available)

#25 - HSSF Explores Members’ Experiences with UV-C and Hydrogen Peroxide Disinfection Technologies 
An HSSF member was evaluating disinfection “robots” – machines that use ultraviolet-C light or hydrogen peroxide to disinfect surfaces – and suggested we investigate what other members have learned from their experiences. Fourteen leaders from EVS and other functions in eight hospitals or health systems completed a short survey and participated in an online discussion of results ...
HSSF Members: CLICK HERE to read abstract #25 - UV-C Infection Protection Systems

#24 - Survey of Support Services Performance Measurements 
HSSF members are interested in measuring and monitoring key performance indicators, and in finding out where they stand versus their peers in other hospitals. To shed light on current practices, HSSF conducted a survey of what leaders are measuring and how they use measurements to help them manage ...
HSSF Members: CLICK HERE to read abstract #24 - Support Services Performance Measures

#23 - HSSF Members Share Approaches to Ebola Readiness 
Support services leaders know that at any moment an unanticipated event can completely change their worlds. The Ebola scare and ensuing preparation are a prime example. All of us have been working at complying with CDC and state Department of Health requirements and being ready to keep patient and employee environments safe if an Ebola patient should enter our health care systems ...
HSSF Members: CLICK HERE to read abstract #23 - Ebola Preparedness

#22 - HSSF Members Mine Improvement Gems 
Every day, in hospitals and health systems across the country, support services organizations are making improvements – in cost, service, patient experience, and employee satisfaction. There are thousands of good ideas, experiments, lessons learned, and tips for success out there. Wouldn’t we all improve faster if we shared them? That’s the idea behind HSSF’s latest Benchmarking and Best Practices collaborative study ... 
HSSF Members: CLICK HERE to read abstract #22 - Improvement Gems

#21 - HSSF Members Share Their Supply Chain Performance Metrics 
“You can only manage what you can measure.” Peter Drucker, the famous management guru, is alleged to be the author of this quote. He helped the business world understand that quantitative performance metrics are key to effective management. Support services executives wanting to measure and manager better have a wide range of metrics to choose from because so many activities and outcomes can be quantified. Moreover, it’s hard to drive continuous improvement and demonstrate results without them. HSSF members recently shared their approaches to measuring supply chain performance in a HSSF Benchmarking and Best Practices collaborative study ...
HSSF Members: CLICK HERE to read abstract #21 - Supply Chain Metrics

#20 - Support Services, Nursing and Patient Experience Professionals Share Quiet-at-Night Improvement Practices 
A group of HSSF members recently shared their approaches to improving quiet-at-night (QAN) performance in a HSSF Benchmarking and Best Practices collaborative study. Participation in this study was a little different because it included not only support services leaders, but also their counterparts from other departments working on improving the overall patient experience, such as nursing. Participants from fourteen hospitals submitted detailed information about QAN initiatives ...
HSSF Members: CLICK HERE to read abstract #20 - Quiet at Night

#19 - Innovative Staffing (no abstract available)

#18 - Support Services Executives Meet Online to Discuss Scalability Challenges 
As Yogi Berra said, “The future ain’t what it used to be.” It seems that every major hospital or health system is challenged to “scale” its support services to some change in activity or cost pressure. Some face a patient census that is growing or shrinking. Some anticipate lower revenues per patient. Others are merging. Consequently, all support services execs are looking for a way to keep costs under control in a changing landscape. For many this means doing more with less.
HSSF Members: CLICK HERE to read abstract #18 - Scalability

#17 - HSSF Explores Implications of ACOs for Support Services Executives 
You might think that the growth of Accountable Care Organizations (ACOs) will have no impact on the job of managing support services. However, HSSF’s recent study and online discussion suggested otherwise ... 
HSSF Members: CLICK HERE to read abstract #17 - Implications of ACOs for Support Services

#16 - HSSF Study Identifies Innovative Ways to Manage Support Services Effectively Across Facilities Networks 
Ten leaders of support services in major health systems recently shared their achievements managing support services across their expanding networks of facilities. HSSF selected this topic for its quarterly Benchmarking & Best Practices study because of the growing challenges executives face as market factors expand health system footprints.
HSSF Members: CLICK HERE to read abstract #16 - Managing Support Services Across a Facilities Network

#15 - ED-to-bed Patient Flow (no abstract available)

#14 - Food Service (no abstract available)

#13 - HCAHPS Readiness (no abstract available)

#12 - Key Performance Indicators (no abstract available)

#11 - Organization (no abstract available)

#10 - Recycling (no abstract available)

#9 - Support of Nursing (no abstract available)

#8 - Employee Communication (no abstract available)

#7 - Employee Satisfaction (no abstract available)

#6 - Vendor Relations (no abstract available)

#5 - Housekeeping Management (no abstract available)

#4 - Green Initiatives (no abstract available)

#3 - Patient Satisfaction (no abstract available)

#2 - Patient Transport (no abstract available)

#1 - Laundry & Linen (no abstract available)