The Immediate Impact Of Plush Patient Robes And

The Immediate Impact Of Plush Patient Robes
And Gowns On Patient Perception
900 E. Eighth Avenue • Suite 300 • King of Prussia, PA 19406 • www.imagefirst.com
Eastside Medical
Center Facts:
• 310 beds
• 2 outpatient imaging
centers
• Annual inpatient load:
10,567 patients
• Annual outpatient load:
8,417 patients
• 450 physicians on staff
How The Switch To ImageFIRST’s Exclusive
Comfort Care Line Led To A Dramatic Increase In
Patient Perception For Eastside Medical Center
Your medical facility is all about the patient experience: safety, perception and satisfaction.
But if you’re still using old, uncomfortable patient gowns, your patient perception may be
suffering.
Eastside Medical Center, part of the Hospital Corporation of America, has been very
interested in improving patient perception and satisfaction. This inpatient/outpatient
medical facility in Georgia has two outpatient women’s imaging centers: Loganville Digital
Imaging and Eastside Medical Center Imaging. After realizing that its patient gowns were
not up to its standards of providing an exceptional patient care experience, the facility
decided to make a change.
Eastside Medical Center: The Old Days
Before switching to ImageFIRST, Eastside Medical was like many other medical facilities –
working hard to keep patients comfortable and eager to improve patient satisfaction at its
facilities, but unaware of the impact patient gowns and robes had on the effort.
A.V. Hannah, Director of Environmental Services at Eastside Medical, had become
frustrated with his facility’s provider of patient gowns and robes over the years, particularly
at the company’s imaging centers. Their low-quality garments were often missing ties, the
inventory management was ineffective and the quality assurance was minimal.
Having always been dedicated to customer service and hospitality, A.V. was aware of the
trend in outpatient medical centers – especially women’s health facilities – to focus on
patient comfort and satisfaction. When patients undergo difficult and often uncomfortable
procedures, exams and tests, it’s important to provide them with a comfortable, reassuring
900 E. Eighth Avenue • Suite 300 • King of Prussia, PA 19406 • www.imagefirst.com
environment. So as patient complaints began to surface about gown and robe quality, he
knew it was time to make a change.
The Switch To ImageFIRST
After learning about ImageFIRST’s plush, new Comfort Care line of patient robes and gowns –
specially designed to bring patient comfort to a new level – A.V. decided to give the plush
robes and gowns a try, customizing them with an embroidered Eastside Medical logo.
ImageFIRST’s Comfort Care line
of patient gowns and robes is
specially designed with patient
comfort in mind. Made of
incredibly soft material, the robes
are so cozy that patients will want
to wear them home!
A.V. was excited about introducing the Comfort Care product line to patients in his
imaging centers, but he was completely unprepared for the immediate, overwhelmingly
positive impression the new plush line generated.
“It was by far the easiest thing I’ve ever done to improve patient perception in any
healthcare facility I’ve ever been a part of,” he says.
The proof came from surveys A.V. conducted at the outpatient imaging centers before and
after the switch to the Comfort Care line. In the first survey, 153 patients that had used the
old patient robes were asked: “Did the robe give you a favorable impression of the Health
System?” Only 30 of them (20%) reported a favorable impression.
Patient perception soared upon switching to the plush Comfort Care products:
Of 100 patients surveyed after wearing the luxurious products, 100% had a favorable
impression of Eastside Medical.
This was a 500% increase in patients reporting a favorable impression – an almost “toogood-to-be-true” increase if A.V. Hannah hadn’t experienced it himself.
900 E. Eighth Avenue • Suite 300 • King of Prussia, PA 19406 • www.imagefirst.com
According to A.V., “The plush robe is so incredible, our patients actually love it.” Among the
glowing reviews of Comfort Care robes, several patients noted that they felt more like they
were spending a day at the spa than at a medical facility. A few survey respondents even
commented, “I wish I had one of these robes at home!”
A.V. was so impressed with the response that he sent the Comfort Care robes to his facility’s
Mother-Baby Unit, and he is looking to replace their gowns with the Comfort Care products.
“The product’s done wonders for our patient satisfaction, and I’m now trying to bring
ImageFIRST to more of our facilities.”
About A.V. Hannah,
Eastside Medical Center
A.V. Hannah is a highly
skilled and accomplished
professional in the field of
environmental services. He has
over 20 years’ experience in
the healthcare arena, where
he has served many roles,
including engineering, biomed,
facilities director and director
of environmental services.
Hannah has worked for the
ImageFIRST not only met but also exceeded Eastside Medical’s expectations in the switch
and, perhaps most important, did so without increasing the price from the former provider’s
low-quality products.
Reaping The Benefits Of Greater Patient Perception
Eastside Medical has always been committed to patient comfort and creating a positive
care experience. When A.V. Hannah saw an area of patient discontent, he immediately
made the decision to change his facility’s processes. The Comfort Care line by ImageFIRST
prompted immediate and dramatic improvements in Eastside Medical’s patient perception.
Since switching to the Comfort Care white robes and tan gowns, Eastside Medical has
seen continuous improvements in patient perception and satisfaction scores. Even better,
ImageFIRST has helped free up valuable time and resources, so A.V. and his exceptional
team are able to focus on running the facility, delivering quality care and keeping patients as
comfortable as possible.
Marriott hotel chain, Scottish
About The ImageFIRST Comfort Care Line
Rite Hospital in Atlanta, UGA
ImageFIRST’s Comfort Care line of patient gowns and robes is specially designed with patient
comfort in mind. Made of incredibly soft material, the robes are so cozy that patients will
want to wear them home! By increasing the comfort of your patients, you maximize their
perception of your facility and the care you’re providing.
School of Veterinary Medicine
in Athens, GA, Dunwoody
Medical Center in Atlanta and,
most recently, Eastside Medical
Center in Snellville, GA. What
distinguishes A.V. from others
in his field of expertise is his
Learn more about ImageFIRST’s Comfort Care line of products or test
passion for customer service
our other high-quality scrubs, linens and gowns. We’re dedicated to
and his high standards for
providing you with exceptional linens to suit your facility’s needs. Let
providing quality hospitality.
us take care of your linens while you take care of your patients. Call
1.800.408.0370 or click here to contact us.
900 E. Eighth Avenue • Suite 300 • King of Prussia, PA 19406 • www.imagefirst.com