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Clean Hands - Safe Hands Award Write-Up

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Clean Hands - Safe Hands receives Frost & Sullivan's 2019 North American Hand Hygiene Compliance Monitoring Customer Service Leadership Award.

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Clean Hands - Safe Hands Award Write-Up

  1. 1. FROST & SULLIVAN BEST PRACTICES AWARD Customer Service Leadership 2019 HAND HYGIENE COMPLIANCE MONITORING - NORTH AMERICA
  2. 2. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 2 “We Accelerate Growth” Content Background and Company Performance ........................................................................3 Industry Challenges..............................................................................................3 Quality of Customer Service and Customer Impact ...................................................3 Conclusion...........................................................................................................6 Significance of Customer Service Leadership .................................................................7 Understanding Customer Service Leadership .................................................................7 Key Benchmarking Criteria ....................................................................................8 Best Practice Award Analysis for Clean Hands - Safe Hands .............................................8 Decision Support Scorecard...................................................................................8 Quality of Customer Service ..................................................................................9 Customer Impact .................................................................................................9 Decision Support Matrix ......................................................................................10 Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices .................................................................................................................11 The Intersection between 360-Degree Research and Best Practices Awards.....................12 Research Methodology ........................................................................................12 About Frost & Sullivan ..............................................................................................12
  3. 3. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 3 “We Accelerate Growth” Background and Company Performance Industry Challenges According to the Centers for Disease Control and Prevention (CDC), approximately 1.7 million patients in the United States acquire a healthcare-associated infection (HAI) every year, and of these cases, 99,000 constitute preventable deaths. Overall, HAIs account for approximately $30 billion in terms of direct and indirect costs. In the area of infection control, hand hygiene has an enormous impact on healthcare outcomes related to HAIs. At the same time, proper hand hygiene is a very difficult skill to teach and an area quite difficult to maintain high user compliance. Frost & Sullivan estimates that in a healthcare setting, clinicians tend to clean their hands an average of 40% of the actual number of times required to promote safety. To curb these negative habits, technologies based on interactive sensors were previously adopted to determine whether staff used hand hygiene solutions correctly. Some devices use optics to determine usage of hand sanitizer. This included smart devices such as a wearable badge to enable communication amongst the devices. Dispensers were designed to sense usage and communicate data to these smart badges. With the use of sensors, buzzers, and networking, such smart devices would remind people to wash their hands in patient care areas. Other companies used sniffer alcohol vapors. However, despite these devices’ capability of collecting data, the technologies struggled as the data was much disrupted and required the staff to stop and interact with it, to basically prove and document that they were cleaning their hands. Clean Hands – Safe Hands (CHSH), a US company headquartered in Atlanta, GA, aims to reduce HAIs with use of a technology that offers a unique, systematic hand hygiene process that drives behavioral change. Quality of Customer Service and Customer Impact A Mesh Network Offers Effective yet Minimal Installation The advantage of CHSH’s sensor technology is that it records accurate user data without interrupting staff workflow, meaning users walk in and out of a room and the technology effectively captures and records their hand sanitation activity. This approach is a time saver for care providers, as early versions made available by other competitors required the user to halt and interact with the device to ensure that usage data was captured. Moreover, hospitals are not reimbursed for HAIs at present, hence they will benefit hugely from adopting these affordable technologies by having reduced incidence of HAIs. A major differentiating feature of CHSH’s technology is that all of its sensors create a single mesh-based network. This means customers are not required to install anything else in the hospital. The sensors communicate with each other, and in turn the single network hub passes on the data to be displayed on a monitor screen. As such, minimal network installation is required in the hospital, unlike the more traditional devices seen in the industry that require hardware and use the hospital Wi-Fi/Internet setup. In contrast, the technology installed by CHSH gathers data in the background without interrupting the
  4. 4. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 4 “We Accelerate Growth” hospital Wi-Fi (it uses Ethernet) to accurately record and display hand hygiene performance data. Data Visualization for Identifying Efficient Pathways Many of CHSH’s competitors track usage data and assign resources to analyze these data sets for creating individual and overall user reports. This approach, however, is time consuming, and the data is not available to the team and individuals until a week after it is gathered, or at times a month after. This process results in a delayed response and hence has minimal effects on ensuring compliance, and, in turn, low impact on curbing cross- infections. CHSH competes more with companies that offer traceability at an individual level. This is seen with its offering of individual badges. These badges are worn along with an employee’s normal ID card and are used to identify individual data and events. These badges communicate with the sensors of the hand hygiene product dispensers, which identify each hand hygiene event of an individual. The data on the backend used to depict data visualization is second to none. The network is enabled with the help of Ethernet that does not interfere with the hospital Wi-Fi as well. Customers and users can easily and quickly identify who is under-performing and lacking in hand hygiene compliance at an individual, group, or room level. This further enables the identification of deviation from compliance and hence enables the need for workflow improvement. CHSH is capable of using the data to inform the hospital management on what measures need to be taken to improve an individual’s performance. Frost & Sullivan is impressed that with the use of CHSH’s hand hygiene solutions, the annual savings for hospitals is believed to reach a thousand times more than their investment in CHSH solutions. Real-time Text Messaging and Gamification to Address Issues before they Become a Problem In addition, CHSH solutions have real-time text messages capabilities. Within a hospital setting, for instance, CHSH sensors will detect any patient-occupied room that experiences hand hygiene measures below the acceptable threshold and send a text message to the unit manager. This happens within the first 4 hours of a shift, so ample opportunity is provided to change behavior before the 12-hour shift completes. CHSH’s real-time monitoring helps healthcare teams ensure measures are taken swiftly to prevent infection from spreading. Additionally, CHSH designed an impressive gamification element to the workflow process that features incentives and group competitions to help build team engagement and user compliance. CHSH’s approach to supporting behavioral changes takes clients through a motivating and rewarding gamification routine. The step-by-step approach to changing hand hygiene behavior is designed to not overwhelm users with a complicated routine. Instead, it helps at an individual level to identify best performers as well as those individuals who require additional training. Gamified incentives enable team engagement as well as push clinicians to challenge themselves and become more efficient.
  5. 5. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 5 “We Accelerate Growth” Real-time Voice Reminder to Support Hand Hygiene Compliance Some companies offer light signals, beeps, alarms, and vibrations as hand hygiene compliance reminders. However, too many reminders lead to the alerts being ignored, which poses a challenge as well. Additionally, a reminder to perform a task does not ensure that it is being done correctly and effectively. CHSH offers unique, in-the-moment alerts in the form of real-time gentle voice prompts. This approach is the only commercially available human voice reminder that prompts service providers to wash their hands, and has been found to be more appreciated by clinicians and nurses when compared to beeping and flashing reminders. A gentle voice tells users to “please sanitize,” words that can be customized by the facility. The voice reminder only sounds when a provider forgets to perform hand hygiene in accordance with the hospital’s policies. The human tendency is to pay more attention to a human voice than to the clusters and nearly continual sound of beeps heard in a hospital setting. This human impulse is further proved by CHSH, which is able to demonstrate marked improvements in HAI incidence within hospitals that have adopted its technology by reducing HAIs by 75% in 6 months of adoption. Hand hygiene rates have doubled, and at times tripled with the use of CHSH voice reminders. More importantly, in two particular facilities, C. diff infections alone dropped by 80%, representing a net savings of over $1 million per facility. The company claims a 66.5% reduction in HAI in its last 15 hospital installations. Uninterrupted Workflow Direct competition comes from other companies that track hand hygiene at the individual- user level, but most companies lack reminders. As mentioned, the few that do have a reminder use a light that glows red on the sensor, which is installed on a physical badge the care provider must wear on his/her body. A bright red glowing badge hanging in front of a patient’s face as the care provider interacts with the patient tends to impact morale, of the care giver and patient. Hence use of CHSH’s gentle human voice reminder is more appreciated by both patients and providers than a bright red light. Additionally, most competitors’ badges require the individual to physically check in and out of the system with each use, and plug in to upload the data as well as charge the battery overnight. This means more work for a busy clinician. It also requires the individual to place his/her hands on the badge when entering hand hygiene data at various zones, which also delays patient care.
  6. 6. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 6 “We Accelerate Growth” Conclusion In the healthcare setting, hand hygiene reminders such as beeps and alarms are typically ignored. Additionally, being reminded to perform a task does not ensure that it is done correctly and effectively. Clean Hands - Safe Hands has introduced a hand hygiene solution that provides a customizable, friendly human voice reminder and a visual prompt that updates leadership teams on the effective process needed to ensure hand hygiene compliance among staff. CHSH has shown marked improvements in HAI incidence among its hospital customers that have adopted its technology having reduced HAIs by 75% in 6 months of adoption. Moreover, CHSH’s gamification approach to changing user behavior takes clients through a step-by-step phase to bring about the best in individual and team level performance. For its strong overall performance, Clean Hands - Safe Hands has earned Frost & Sullivan’s 2019 Customer Service Leadership
  7. 7. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 7 “We Accelerate Growth” Significance of Customer Service Leadership Ultimately, growth in any organization depends on customers purchasing from a company and then making the decision to return time and again. The service experience is a critical component of a company’s efforts to retain customers over the long term. Through successful retention, companies enhance their brand, increase demand for their products, and differentiate themselves from competition. Understanding Customer Service Leadership Customer Service Leadership is defined and measured by 2 macro-level categories: Quality of Customer Service and Customer Impact. These two sides work together to make customers feel valued and confident in their products’ quality and performance. This dual satisfaction translates into repeat purchases and a lifetime of customer value.
  8. 8. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 8 “We Accelerate Growth” Key Benchmarking Criteria For the Customer Service Leadership Award, Frost & Sullivan analysts independently evaluated Quality of Customer Service and Customer Impact according to the criteria identified below. Quality of Customer Service Criterion 1: Empowerment Criterion 2: Leverage of Customer Feedback Criterion 3: Speed/Timeliness Criterion 4: Frictionless Interaction Criterion 5: Technological Investment Customer Impact Criterion 1: Price/Performance Value Criterion 2: Customer Purchase Experience Criterion 3: Customer Ownership Experience Criterion 4: Customer Service Experience Criterion 5: Brand Equity Best Practices Award Analysis for Clean Hands - Safe Hands Decision Support Scorecard To support its evaluation of best practices across multiple business performance categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool allows research and consulting teams to objectively analyze performance according to the key benchmarking criteria listed in the previous section, and to assign ratings on that basis. The tool follows a 10-point scale that allows for nuances in performance evaluation. Ratings guidelines are illustrated below. RATINGS GUIDELINES The Decision Support Scorecard considers Quality of Customer Service and Customer Impact (i.e., the overarching categories for all 10 benchmarking criteria; the definitions for each criterion are provided beneath the scorecard). The research team confirms the veracity of this weighted scorecard through sensitivity analysis, which confirms that small changes to the ratings for a specific criterion do not lead to a significant change in the overall relative rankings of the companies.
  9. 9. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 9 “We Accelerate Growth” The results of this analysis are shown below. To remain unbiased and to protect the interests of all organizations reviewed, Frost & Sullivan has chosen to refer to the other key participants as Competitor 1 and Competitor 2. Measurement of 1–10 (1 = poor; 10 = excellent) Customer Service Leadership Quality of Customer Service Customer Impact Average Rating Clean Hands – Safe Hands 9 9 9 Competitor 1 6 8 7 Competitor 2 7 6 6.5 Quality of Customer Service Criterion 1: Empowerment Requirement: Service providers are encouraged to take independent, informed, and creative approaches to issue resolution. Criterion 2: Leverage of Customer Feedback Requirement: Customer opinions are continually solicited and monitored, leading to direct changes to product features or the service model. Criterion 3: Speed/Timeliness Requirement: Issues are resolved within a time frame satisfactory to the customer and the provider. Criterion 4: Frictionless Interaction Requirement: Service providers deftly avoid customer conflict by maintaining a friendly, professional demeanor at all times. Criterion 5: Technological Investment Requirement: Investment in best-in-class technologies enhance customer knowledge, accelerate issue resolution, and/or improve the customer experience. Customer Impact Criterion 1: Price/Performance Value Requirement: Products or services offer the best value for the price, compared to similar offerings in the market. Criterion 2: Customer Purchase Experience Requirement: Customers feel they are buying the optimal solution that addresses both their unique needs and their unique constraints. Criterion 3: Customer Ownership Experience Requirement: Customers are proud to own the company’s product or service and have a positive experience throughout the life of the product or service.
  10. 10. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 10 “We Accelerate Growth” Criterion 4: Customer Service Experience Requirement: Customer service is accessible, fast, stress-free, and of high quality. Criterion 5: Brand Equity Requirement: Customers have a positive view of the brand and exhibit high brand loyalty. Decision Support Matrix Once all companies have been evaluated according to the Decision Support Scorecard, analysts then position the candidates on the matrix shown below, enabling them to visualize which companies are truly breakthrough and which ones are not yet operating at best-in-class levels. High Low Low High CustomerImpact Quality of Customer Service CHSH Competitor 1 Competitor 2
  11. 11. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 11 “We Accelerate Growth” Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices Frost & Sullivan analysts follow a 10-step process to evaluate award candidates and assess their fit with select best practices criteria. The reputation and integrity of the awards are based on close adherence to this process. STEP OBJECTIVE KEY ACTIVITIES OUTPUT 1 Monitor, target, and screen Identify award recipient candidates from around the world • Conduct in-depth industry research • Identify emerging industries • Scan multiple regions Pipeline of candidates that potentially meet all best practices criteria 2 Perform 360-degree research Perform comprehensive, 360-degree research on all candidates in the pipeline • Interview thought leaders and industry practitioners • Assess candidates’ fit with best practices criteria • Rank all candidates Matrix positioning of all candidates’ performance relative to one another 3 Invite thought leadership in best practices Perform in-depth examination of all candidates • Confirm best practices criteria • Examine eligibility of all candidates • Identify any information gaps Detailed profiles of all ranked candidates 4 Initiate research director review Conduct an unbiased evaluation of all candidate profiles • Brainstorm ranking options • Invite multiple perspectives on candidates’ performance • Update candidate profiles Final prioritization of all eligible candidates and companion best practices positioning paper 5 Assemble panel of industry experts Present findings to an expert panel of industry thought leaders • Share findings • Strengthen cases for candidate eligibility • Prioritize candidates Refined list of prioritized award candidates 6 Conduct global industry review Build consensus on award candidates’ eligibility • Hold global team meeting to review all candidates • Pressure-test fit with criteria • Confirm inclusion of all eligible candidates Final list of eligible award candidates, representing success stories worldwide 7 Perform quality check Develop official award consideration materials • Perform final performance benchmarking activities • Write nominations • Perform quality review High-quality, accurate, and creative presentation of nominees’ successes 8 Reconnect with panel of industry experts Finalize the selection of the best practices award recipient • Review analysis with panel • Build consensus • Select recipient Decision on which company performs best against all best practices criteria 9 Communicate recognition Inform award recipient of recognition • Present award to the CEO • Inspire the organization for continued success • Celebrate the recipient’s performance Announcement of award and plan for how recipient can use the award to enhance the brand 10 Take strategic action Upon licensing, company is able to share award news with stakeholders and customers • Coordinate media outreach • Design a marketing plan • Assess award’s role in strategic planning Widespread awareness of recipient’s award status among investors, media personnel, and employees
  12. 12. BEST PRACTICES RESEARCH © Frost & Sullivan 2019 12 “We Accelerate Growth” The Intersection between 360-Degree Research and Best Practices Awards Research Methodology Frost & Sullivan’s 360-degree research methodology represents the analytical rigor of the research process. It offers a 360-degree view of industry challenges, trends, and issues by integrating all 7 of Frost & Sullivan’s research methodologies. Too often companies make important growth decisions based on a narrow understanding of their environment, resulting in errors of both omission and commission. Successful growth strategies are founded on a thorough understanding of market, technical, economic, financial, customer, best practices, and demographic analyses. The integration of these research disciplines into the 360-degree research methodology provides an evaluation platform for benchmarking industry participants and for identifying those performing at best-in-class levels. About Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, helps clients accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's growth team with disciplined research and best practices models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages nearly 60 years of experience in partnering with Global 1000 companies, emerging businesses, and the investment community from 45 offices on 6 continents. To join Frost & Sullivan’s Growth Partnership, visit http://www.frost.com. 360-DEGREE RESEARCH: SEEING ORDER IN THE CHAOS

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