KIMSHEALTH · Video testimonial
KIMSHEALTH’s Housekeeping Audits, From Paper to Proof
Reuben Isac George, Operations Manager in KIMSHEALTH's housekeeping department, explains why paper audit checklists were hard to rely on and what changed with time-stamped digital records. He also describes QR feedback that brings in praise for his staff, and WhatsApp alerts that help his team act before a complaint grows.
Reuben Isac GeorgeOperations Manager, Housekeeping, KIMSHEALTH
2:58 · Published Jul 2024 Watch on YouTube(opens in a new tab)
Key moments
- 00:00Supervision that starts when the supervisor reaches the area
- 00:17Why paper audit checklists are hard to rely on
- 00:40Extending to in-patient rooms; fewer complaints
- 00:59QR feedback that brings praise and staff recognition
- 01:36Calling people back and WhatsApp alerts
- 02:09Time-stamped evidence of cleaning, and support from humblx
In their words
Curated quotes from the video, lightly edited for readability. Press a time to play that moment.
Before and after
“In our audits, we normally used to have a paper checklist, which sometimes doesn't live up to the standards, and paper records can't be verified. What we have in humblx is very real-time, very trustworthy, effective documentation.”
00:17Reuben Isac George Proof and trust
“It has optimised the level of supervision I want from my supervisors, and automated it to a certain extent, because they have to reach those areas, and when they reach, their supervision kicks into place.”
00:00Reuben Isac George Proof and trust
“As a housekeeping team, we are always under pressure to show the quality we want to achieve, in frequency and cleanliness. humblx gives us a very good way to give evidence of that, with the time stamps, which strengthens the trustworthiness of our work.”
02:09Reuben Isac George Outcomes
“We have extended humblx into all the areas, including the in-patient rooms. It has increased the effectiveness of the supervisors and reduced the complaints we get from different areas.”
00:40Reuben Isac George Before and after
“Normally, feedback is mostly negative, because most people look for a way to complain. But with the scan codes in the toilets and other areas, we get a lot of positive comments, and a lot of recognition happens for our staff, because it's so easy to use.”
00:59Reuben Isac George Outcomes
“It can be scanned directly from anyone's mobile. If there's a negative review, we are able to contact them back, so that we can always make it right.”
01:36Reuben Isac George Outcomes
“It gives us immediate notifications on WhatsApp, and we are able to stop a complaint from becoming bigger by making sure we respond on time.”
01:49Reuben Isac George Support
“In my own experience, the humblx team is always available if there is any kind of problem. I can always call, and I can expect an immediate solution.”
02:39Reuben Isac George
In short
KIMSHEALTH replaced paper housekeeping audit checklists with humblx inspections that begin only when the supervisor scans the area's QR code, giving time-stamped records the team can rely on. QR codes in washrooms bring in feedback, including praise for staff, and WhatsApp alerts let the team act before a complaint grows.
What goes wrong with paper audit checklists?
- In his words, paper audit checklists sometimes did not live up to the standards, and "paper records can't be verified".
- A tick does not show when it was made, or whether anyone was in the room.
- That is a limit of the format, not of any team, and it makes for weak NABH audit records.
How does location-based supervision work on the floor?
- Supervision "kicks into place" only when supervisors reach the area, he says.
- Scanning the area's QR code on the supervisor's own phone opens its checklist and records the time, with photo proof as required.
- A missed inspection raises an alert.
- KIMSHEALTH has extended humblx to all areas, including in-patient rooms, and he says supervisors are more effective and complaints have come down.
Can QR feedback bring in praise, not just complaints?
- Feedback is usually mostly negative, he says, but the washroom scan codes bring in many positive comments and recognition for staff.
- Cleaning staff rarely hear from patients unless something has gone wrong, so praise tied to a specific washroom is worth sharing at shift briefings.
Why does a fast callback matter for a negative review?
- The feedback form opens on any phone, and people add a name and number so the team can call back.
“It gives us immediate notifications on WhatsApp, and we are able to stop a complaint from becoming bigger by making sure we respond on time.”
- Our guide to closing the loop from patient feedback to CAPA covers this under NABH.
How do you prove cleaning frequency to the rest of the hospital?
- Housekeeping is always under pressure to show quality in frequency and cleanliness; time stamps give that evidence, he says.
- A time-stamped history with photo proof settles most "was it cleaned?" discussions. Our checklist library is a starting point.
- In his experience, the humblx team is reachable whenever a problem comes up.
What has changed at KIMSHEALTH?
| Measure | Before | After |
|---|---|---|
| Inspections a year | 80,999 (FY2022) | 3.4× (FY2024) |
| Feedback tickets completed | ~58% | 99.8% |
| Average feedback-ticket closure | 32 days | 2.8 days |
| Patient feedback a month, all channels | 500 (paper register) | 4,448 (8.9×) |
| Patient satisfaction | 3.75 / 5 | 4.6 / 5 |
Confirmed KIMSHEALTH results, not quoted in the video. Full story: KIMSHEALTH case study.
How does this work in humblx?
- [Housekeeping](/solutions/digital-housekeeping/): area QR codes, checklists that open on scan, photo proof, missed-inspection alerts and vendor SLA audits. Across humblx's audits, the impact report records SLA delivery rising from 30% to 90%.
- [Feedback Management](/solutions/feedback-management/): QR, tablet and WhatsApp forms, WhatsApp alerts, and tickets tracked to closure with CAPA.
To see how this would work in your hospital's wards and washrooms, talk to the humblx team.
Frequently asked questions
Why are paper housekeeping audit checklists hard to trust?
A paper checklist shows that a box was ticked, not when or where, and it can't be verified. Reuben Isac George says humblx gives his team real-time, time-stamped records instead.
How do QR codes in hospital washrooms help housekeeping?
Anyone can give feedback from their phone in seconds, and at KIMSHEALTH the washroom codes brought in more praise for staff. Negative feedback reaches the team while the person can still be reached.
What happens when someone leaves negative feedback?
The team gets an immediate WhatsApp notification and can call the person back to fix the problem. In humblx, negative feedback also becomes a ticket tracked to closure.
Does humblx cover in-patient rooms as well as common areas?
Yes: Mr George says KIMSHEALTH has extended humblx to all areas, including in-patient rooms. Each inspection starts with a QR scan and is time-stamped.
