The Vanderbilt University Hospital Environmental Services team was awarded the Vanderbilt Health Team Award during the May 2026 Leadership Forum. (photo by Susan Urmy)
Fiscal year 2025 stands as a defining chapter for the Environmental Services (EVS) team at Vanderbilt Health — a year marked by bold transformation, renewed purpose and measurable success.
Because of this achievement, the EVS team at Vanderbilt University Hospital (VUH) was honored with the Vanderbilt Health Team Award during May 2026 Leadership Forum. The award recognizes combined efforts that “made a change, improved a process, solved a problem or advanced our (Vanderbilt Health) culture.”
Following a challenging period that saw patient cleanliness scores reach historic lows in fiscal year 2022, the department embarked on a remarkable turnaround journey driven by new leadership, a revitalized patient-focused culture, and a shared commitment to excellence.
A new leadership team, headed by Aramark Assistant Director JP Crabtree and Aramark Resident District Manager Joe Catanzaro set the transformation in motion. They worked with the 300-member EVS team at VUH to reimagine the department’s structure and expectations, replacing a culture of limited accountability with one rooted in ownership, collaboration and pride. This shift empowered team members at every level to help create a cleaner, safer and more welcoming environment for patients and staff alike.
“This was much more than an operational improvement; it was a complete cultural transformation,” said Crabtree. “EVS team members strengthened communication, forged meaningful partnerships with their clinical colleagues, and took ownership of rapidly resolving issues. Recognizing individual and team accomplishments became a cornerstone, fueling morale and reinforcing a shared sense of purpose.”
The impact of these changes is evidenced not only by the EVS team’s performance metrics, but also in the growing number of heartfelt patient comments — many now praising EVS technicians by name, with sentiments like, “I love my housekeeper.” An individual recognized by leadership for continually receiving messages of gratitude from patients and their families is Environmental Tech Nermin Karam.
And the metrics are impressive. Room cleanliness scores climbed from a top-box rating of 54% in FY22 to 62% in FY25 — exceeding the 61% goal — with an impressive quarter four (Q4) average of 66%. Cleanliness of the overall environment also improved, rising from 60% in FY22 to 68% in FY25, with Q4 reaching the 70% target. Courtesy scores for individuals cleaning rooms followed suit, increasing from 65% to 72%, with a Q4 average of 75%, signaling a marked shift in patient perception and experience.
Operational efficiency has also seen dramatic gains. Average room turnaround time dropped from 84 minutes in FY22 to 60 minutes in FY24 and 59 minutes in FY25, meeting and surpassing the 60-minute goal. This improvement has saved thousands of bed hours, allowing VUH to better serve patients.
Perhaps most telling of the department’s transformation is its extraordinary progress in employee retention. In a field where average retention hovers around 50%, the EVS team exceeded expectations by increasing retention from just 29% in FY22 to 83% in FY25, achieving system reach goals.
“We are especially proud of our greatly improved retention rates,” said Catanzaro. “This success reflects intentional hiring practices that prioritize attitude and potential, as well as a thoughtful onboarding experience and a supportive culture. There have been several EVS team members who have moved into other roles at Vanderbilt Health. Some are now care partners with the ultimate goal of becoming Vanderbilt Health nurses.”
A powerful example of Credo in action — “I make those I serve my highest priority” — is the creation of the EVS Patient Experience Team. Recognizing the exceptional impact of former EVS tech Maria (Mimi) Vigh-Elkins, she was promoted to Patient Experience manager, and a dedicated team was built around her. By the end of FY25, the team, including Keva Griggs and Desiree Singleton-Bayless, delivered more than 15,000 additional patient touchpoints, helping identify and resolve issues across departments, enhancing the overall patient experience.
Their work has gone far beyond cleanliness to include recognizing patient milestones and organizing meaningful events like a Halloween celebration for a transplant patient and a baby social event for mothers unable to celebrate with a traditional baby shower outside the unit. These efforts not only brought comfort and joy to patients but also inspired broader collaboration across clinical and patient support teams.
“The EVS Patient Experience Team also reinforces a culture of recognition and celebrating staff contributions through visible kudos and personal thank-you notes,” said Crabtree. “Their compassion, creativity and commitment have made a lasting impression, contributing to a hospital environment that is not only cleaner than ever — but more connected, supportive, and patient-centered.”
Crabtree and Catanzaro acknowledged Administrative Assistant Director Racquel Clarke, previously an operations manager, whom they credit with helping focus the management team as changes were implemented. They also acknowledged project engineer Josh Mitchell, who was instrumental in the seamless, expanded operation of the EVS team as the Jim Ayers Tower opened.
While the journey continues, FY25 has firmly established the EVS team as a model of resilience, innovation and excellence. Their award-winning efforts demonstrate what’s possible when strong leadership, empowered teams and a shared vision come together to transform not just outcomes, but the entire patient experience.
View the EVS Team video on the Leadership Forum siteon the Vanderbilt Health Hub.
If you are a Vanderbilt Health employee, you can nominate a colleague for a Credo Award, C. Wright Pinson Leader Award, or Vanderbilt Health Team Award. Visit the Leadership Forum website to fill out a nomination form. Employees demonstrate credo behaviors when: They make those they serve the highest priority; respect privacy and confidentiality; communicate effectively; conduct themselves professionally; have a sense of ownership; and are committed to their colleagues. Elevate award nominations are accepted year-round. If a nomination is received after the cutoff for an award selection period, the nomination will be considered for the next period. The VOICE will post stories on each of the award winners in the weeks following their announcement.
