“ Touchpoints” is a proprietary ISS Program focusing on where our service interacts directly with a patients during their hospital experience and applies processes and controls to ensure that each of these experiences is a positive one.

By‘ getting it right’ at each Touchpoint, ISS helps to make each patient interaction a positive one, facilitating a speedy recovery and an optimal use of facility resources.

We commence each contract with our“ Touchpoints” Journey workshop, where we design a bespoke service solution for each customer. The“ Touchpoints” process help us to understand and map the unique requirements of every patient journey and how ISS contributes to their recovery, wellbeing and overall hospital experience. We continually measure our performance and success via experience surveys, KPI assessments and results.

Below is an example of how we map the Touchpoint Journey to help create a superior and positive hospital experience, motivating our teams to proudly wear the ISS brand.

Our teams understand not just WHAT to do, but WHY their jobs are important.

The ISS team can help create a superior hospital experience through positive interactions in every service line

These Touchpoints are integrated into our Patient-Centred Care approach to: p develop collaborative partnerships with stakeholders p maximise efficiency and service excellence and p ensure that quality and safety is always maintained

ISS Facility Services / Healthcare – 7