“ I aid recovery because
of the job I do.”
OUR ON-SITE TEAMS
Our on-site teams are highly motivated, passionate and committed. They understand the needs of
clinicians, administration management and above all how they facilitate patient recovery and ensure
a positive patient experience.
This is achieved through our unique training program teaching our staff to focus on every Touchpoint they
have with patients, clinicians and visitors.
CLIENT TESTIMONIAL
“Working in a busy hospital, our people strive to do their best to provide safe, high quality care for patients.
Sometimes, we can execute all of the technical aspects of a patient’s care with expert precision, but if we
fail to deliver on the ‘human’ aspects of care, then we’ve let the patient down. In every interaction with our
patients, we care about compassion, kindness, empathy and a sense of service. We care about these things
because our patients care about them.
The ISS people who work in our hospitals have almost 7 million interactions with our patients every year!
That’s 7 million opportunities to make a difference to the day of a patient. The Service With a Human Touch
program provides ISS people with the knowledge, skills and tools to make the right choices when they are
‘in the moment’ with patients, with each other and with our people. Having completed the SWAHT program
myself, I feel assured that ISS is focusing on the things that matter to our hospitals and, more importantly,
the things that matter to patients.”
Read my
signals
Communicate
with me
Support
me
Make a
difference
for me
Make it
right for me
Understand
the customer’s
needs Identify the
customer
touchpoints
Measure
satisfaction
via patient
experience
Survey Describe
service
concepts
& develop
training
A key differentiator of ISS is our focus on helping all staff to understand their purpose in their role. Nowhere is
this more important than in a hospital, where our staff are able to have a positive impact on patient outcomes
through simple actions, such as speaking courteously with a patient or smiling. To empower and encourage staff
to take these simple actions, we have developed the Service with a Human Touch (SWAHT) training program.
Service With a Human Touch is an ISS training program focusing on every Touchpoint service delivery staff
have with patients, clinicians and other hospital users. It helps our staff to understand the positive impact they
can have on patient outcomes, which motivates them to take pride in their work.
Valued Client since 1999
10
ISS Facility Services / Healthcare – 11