Ashley Demers

Too often, Environmental Services (EVS) is viewed solely through the lens of cleanliness and compliance. But in reality, EVS staff are among the most frequent points of contact for patients—and play a critical role in shaping perceptions of safety, hospitality, and dignity. 

In this powerful keynote, Lou Montana-Rhodes shares how ECU Health has reimagined EVS as an essential pillar of patient experience strategy. From embedding hospitality principles into training, to building real-time feedback loops and meaningful recognition programs, this session will explore how EVS teams can move from background to frontline impact. 

• Learn how to measure EVS impact on patient perception using HCAHPS, rounding, and service recovery data 
• Discover tactics for training, culture-building, and cross-departmental alignment that empower EVS staff as PX champions 
• Explore results from ECU Health’s experience-driven approach, including improved satisfaction scores, staff engagement, and organizational pride