Houston Stevens labored on the 4 Seasons Resort in Washington, DC and offered precious providers to a few of the world's most well-known folks: Michael Jackson, Prince and Whitney Houston, in addition to worldwide diplomats similar to former Israeli Prime Minister Yitzhak Rabin.

With greater than 20 years of expertise on the 4 Seasons Resort, The Mirage and different 5-star lodges and hospitality corporations, Stevens now brings a tradition of service excellence to Crothall.

Since becoming a member of the corporate in 2015, he has led a staff of 46 folks as director of environmental providers at Exeter Hospital in Exeter, New Hampshire. It’s the sixth hospital the place he has served as director or assistant director of EVS, the place he has helped enhance the usual of affected person and consumer care throughout all places.

Whereas it's a novel expertise to satisfy and assist a few of the world's most well-known celebrities, Stevens explains why he determined to pursue a profession in healthcare in center age:

“When a star or a public determine will get sick, the place do they go? To a hospital,” Stevens says. “Everybody in a hospital here’s a public determine to their household and associates. Our work is extra significant. It's far more necessary work, and now we have an ethical obligation to assist people who find themselves sick.”

Making a tradition of service

At 6'5″ and 220 kilos, Stevens' presence shortly instructions consideration. He additionally clothes impeccably, sporting well-cut fits daily, a few of that are custom-made. Rising up in Chicago and coming from a close-knit household of 10 kids, he realized at an early age the significance of all the time presenting himself professionally.

“My father all the time wore good fits and taught me to appear like a gentleman, that an individual’s presentation has a direct affect on their status. Lots of people have on the spot respect for a well-dressed individual. He all the time appeared nice and that’s a lesson I’ve all the time adopted.”

His dad and mom additionally taught him the significance of serving to others, making a profession in hospitality administration and healthcare an ideal selection.

Over the course of his profession, he has realized that each job has its ups and downs. On the 4 Seasons, Stevens understood right errors to create a memorable expertise for visitors, a trait that has served him effectively at Crothall.

As soon as, an government at The Coca-Cola Firm mistakenly packed the unsuitable baggage for one more visitor, who was livid when she was denied her baggage on her flight again to New York. After the Coca-Cola government realized his mistake and returned the baggage, Stevens raced to the airport and flew to New York. He delivered the baggage to the lady's house on West 57th Avenue in Manhattan not lengthy after she returned house.

“I arrived with my baggage earlier than 12 midday in my full uniform. She instantly smiled and couldn’t consider her luck. This act turned a dissatisfied buyer into somebody who will stay loyal and can all the time keep in mind that expertise.”

So how does Stevens duplicate these experiences within the EVS world? He tries to personalize EVS providers as a lot as attainable for sufferers, nurses, and others. Right here’s an instance.

Whereas doing rounds at a earlier job at Morton Hospital in Taunton, Mass., he encountered a affected person who pulled him apart and requested for assist. The affected person had dirty his underwear, didn't need the nurse to know, and didn't have clear underwear.

After notifying the hospital president, Stevens drove to a close-by Wal-Mart, picked up a pack of boxer shorts and introduced them to the affected person. Stevens remembers the affected person's reduction and response: “Oh, you went to the shop for me? He was completely 'wowed.'”

The Significance of Celebrating Staff

Since arriving at Exeter virtually a 12 months in the past, he has labored to create a tradition of respect, notably amongst Crothall’s 46 staff. Delivering private service — “wow” a buyer — is considered one of 4 pillars Stevens lives by. The pillars are:

• Present customized service — shock your buyer.
• Respect: At all times deal with others the way in which you wish to be handled.
• By no means settle for something that’s unacceptable.
• Ensure all the pieces you do is finished to a excessive customary.

To realize these targets, Stevens locations nice worth on recognizing the great work of its staff.

There are worker events to honor all who go “Above and Past” of their service to others. Birthdays are celebrated, as are the HCAHPS Unit of the Month winners.

Stevens additionally sends out a month-to-month electronic mail recognizing every member of our staff as a part of his “State of our EVS Division.” He additionally periodically affords reward certificates, appreciation plaques, and “Thank You” statuettes for excellent service.

“There's nothing extra necessary than a office the place staff really feel valued and revered,” he says. “It's important to deal with folks the way in which they wish to be handled. They should know they're valued. I'm continually sending them notes and reward playing cards to indicate them how a lot I recognize what they do for sufferers and workers.”

All of those efforts are displaying up in improved affected person satisfaction scores. In July, the HCAHPS cleanliness report rose to 86.7. Earlier than Stevens takes workplace in November 2023, it was within the mid-60s. Stevens achieved related leads to his earlier EVS positions.

Making a distinction for sufferers

Along with these accomplishments, Stevens helps promote Exeter in the neighborhood. After an area radio host met him on the hospital, she invited Stevens to look on her program twice, and information of his new standing shortly unfold amongst hospital workers.

He was additionally singled out by Exeter President Deb Cresta for making main enhancements in EVS efficiency, introducing him to high-profile guests together with New Hampshire candidate for governor Kelly Ayotte and U.S. Senator Maggie Hassan to debate how the hospital has improved affected person service. Stevens is humbled by the eye, however pleased with his staff’s accomplishments.

“As soon as a tradition of respect and integrity is established, folks will do their finest work,” he says. “And that’s necessary, as a result of people who find themselves not effectively want our full dedication to assist them get higher. I consider our service could make a distinction for each affected person.”