Customer Spotlight – A Recipe for Linen Management Success
This month, we’re shining a well‑deserved spotlight on Melissa Lara, a standout Linen Supervisor with HHS at Bon Secours St. Mary’s Hospital. Melissa has perfected her own recipe for linen management success which is built on data, teamwork, and a healthy dose of fun. Let’s take a look at the ingredients that make her approach so effective.
Ingredient 1: Monitor the Data
Melissa has a natural talent for numbers and never hesitates to dive into the data. She tracks her soil‑to‑clean ratio daily and adjusts her linen orders accordingly. If the ratio is off early in the month, she considers the weight of each item and strategically reduces heavier pieces in upcoming orders to stay on target. She also keeps a close eye on the linen room and clean linen carts throughout the hospital, stretching the supply when needed. This reduces the clean linen delivered and directly lowers linen loss charges. Every morning, HHS holds a focused leadership huddle where Melissa provides a daily linen report. They drill into linen usage and address any current issues with both clean and soiled linen.
Melissa’s previous employment as a linen tech at HandCraft Linen Services gives her an edge. She knows that if she receives 18 carts of clean linen, she needs to return at least 18 carts of soiled linen. She’s skilled at consolidating soiled linen carts to ensure everything gets back to the plant efficiently. And with a strong partnership with Amy Campbell, HandCraft’s customer relations specialist, Melissa always has a trusted collaborator ready to support her.
(Melissa Lara, left; Amy Campbell, right)
Ingredient 2: Develop the Team
Melissa’s upbeat personality sets the tone for her department. She creates a positive, welcoming environment and provides clear expectations so her team knows exactly what success looks like. Daily engagement around linen is what feeds long‑term success. Melissa leads by example. If someone calls out, she jumps in so the team doesn’t struggle short‑staffed. She encourages self‑motivation, pride in their work, and ownership of linen management. She trains her team to think like her with the motto of WWMD—What Would Melissa Do?
But Melissa’s leadership isn’t one‑directional. She actively listens, asks questions, and values her team’s input. One impactful change came from their feedback to assign each linen tech their own floor. This adjustment gave them ownership of PAR levels, pride in the appearance of the unit carts, and stronger relationships with unit staff.
Ingredient 3: Have Fun
Melissa believes in “work first, play later” but she never forgets the play. She created personalized clean linen carts for each tech, sparking friendly competition and a sense of ownership. And don’t even think about taking linen off of someone else’s cart!
Recognition is another area where Melissa shines. Whether it’s National Linen Week, in April, or any holiday throughout the year, she finds ways to celebrate her team. Sometimes it’s food, sometimes a small gift, sometimes a framed certificate. She checks in on her staff, listens when they’re having a tough day, and might even treat someone to lunch. Her appreciation extends beyond her own department. Melissa brings treats to other hospital teams too, making sure everyone feels valued.
The Finished Product
When asked whether her approach could work at other facilities, Melissa wholeheartedly agrees. Her philosophy is simple:
- Pay attention to the numbers
- Hire the right people
- Connect their work to the staff and patients who rely on it
- Show appreciation through recognition and praise
Her results speak for themselves. With a pinch of leadership, a dash of teamwork, and Melissa’s signature smile, success is always on the menu.
Contact HandCraft for more information
If you are looking for the right team to help prevent linen loss and decrease your linen loss costs, you found us. We have the experience, the industry-backed expertise, the technology, and the professionals to help you achieve your goals. Remember to look at our Linen Awareness Program – healthcare linen management strategies that save costs and improve service.
Call us today at (888) 358-8671 or reach us here for more information on our services.
About the Author
Dyan Troxel, MSN, RN
Dyan is a registered nurse with experience in clinical and non-clinical settings including Surgical ICU, Neonatal ICU, Education, Process Improvement, and Healthcare Leadership.
