The Environmental Services team at Tucson Medical Center reached a major milestone in April 2026, achieving a record-high HCAHPS score. The accomplishment marked a 10-point increase, or 16.5%, from the same month the previous year.

 HCAHPS, or the Hospital Consumer Assessment of Healthcare Providers and Systems, is a nationally standardized, publicly reported survey that measures patients' perceptions of their hospital experience. Patients are asked several questions, including how often their room was kept clean, with response options of "never," "sometimes" or "always."

"The only score we get credit for is 'always.' If we get a 'sometimes,' that's a zero," said Eric Rogers, director of Environmental Services at TMC. "To improve our score by 10 points in a single year is a huge accomplishment."

The team also maintains room turnaround times consistently below 50 minutes, helping ensure rooms are ready for patients as quickly and safely as possible.

"Everyone has been on board and motivated to achieve our goals," said Hector Salazar, manager of Environmental Services at TMC. "We share our scores with the team, so they can see how they're doing. Every day, they try to do better. If something isn't working, we provide education or make adjustments as needed."

EVS's impact can be seen across every corner of the hospital. From operating rooms to lobbies, the team’s dedication and attention to detail helps create a clean, safe and welcoming environment for patients, visitors and staff each day.

“This hospital would not run without EVS,” Rogers said. “We’re only as good as the next person. Without the support of Facilities keeping rooms renovated and nurses stripping rooms between patients, we wouldn’t be able to achieve these scores. It’s a true team effort.”