How one VA hospital transformed facility operations through thoughtful changes.

For years, a Veterans Affairs hospital in Virginia had recurring problems with the quality of their restroom products and the level of service they were receiving from their supplier. Nurses and patients both voiced their concerns. Unreliable dispensers and skyrocketing costs turned what should have been a seamless system into a frustrating ordeal.

The VA Quality Assurance (QA) Officer knew his facility deserved higher quality solutions and a partner who would listen to their needs. By switching to Kimberly-Clark Professional, he was able to solve the hospital’s restroom issues and completely transform the way his facility serves its patients.

The Challenge: Rising Costs, Vendor Inaccessibility & Outdated Dispensers

The hospital’s paper towel and tissue systems were clearly failing their users. The supplier was non-responsive to the QA officer’s attempts to make changes and service had deteriorated. At first, communication was strong, but there was a lack of consistency with no check-ins and inadequate support after installation.

Nursing staff complained that the dispenser units in patient rooms were loud. They couldn’t withstand daily wear or rough handling, and the systems were mismatched throughout the hospital. When a dispenser broke, there were no simple fixes. The hospital had to replace the entire unit, creating unnecessary costs and logistical challenges.

At the same time, they were spending approximately $10,000 a year on battery replacements. That money could have been used elsewhere or put toward maintaining strong SHEP scores which reflect veteran satisfaction and drive hospital improvements.

Finding the Right Solution: A Partnership with Kimberly-Clark Professional

Sandy Wilson, the hospital’s dedicated Kimberly-Clark Professional representative, took the time to understand the various interconnected problems the VA hospital was facing. Unlike the previous supplier, Sandy made sure to consistently check in with their QA officer and suggest new solutions. Ultimately, she introduced him to the ICON^™ Dispenser Collection.

“Sandy showed me how to take my program to the next level. With Kimberly-Clark Professional, I finally had a solution that addressed everything: quiet operation, sleek aesthetics and the ability to replace parts instead of the whole unit.”

The ICON^™ dispensers’ modular design meant that instead of replacing an entire dispenser when something went wrong, the QA officer could simply swap out a faceplate, saving time and money. The dispensers also featured long-lasting battery life to help slow down the endless cycle of replacement purchasing.

“If something happens, I can swap out the cover instead of replacing the whole unit. That alone is a huge benefit. And the battery life! I haven’t changed one since we installed them in September 2024,” said the QA officer in April 2025.

Beyond functionality, the soothing “Warm Marble” faceplate motif and quietness of the Direct Drive Technology^™ transformed the hospital environment in an unexpected way.

“The ‘warm marble’ looked so soothing. It didn’t even feel like hospital equipment. That’s the kind of difference you notice.”

Implementation & Results: A Seamless Transition with Immediate Impact

Despite the scope of a full-facility project, the ICON^™ dispenser by Kimberly-Clark Professional installation was fast and exceeded expectations.

"The installation team exceeded expectations. I was surprised how smoothly it went. The team arrived ready to work, and quickly began requesting more products due to their rapid progress. I had to deliver hundreds of dispensers on pallets and, by the afternoon, they were already asking for more!”

Since installing the Kimberly-Clark Professional ICON^™ towel and tissue dispensers, the VA hospital has seen:

• $10,000 annual cost savings from nearly eliminating battery replacements
• Quieter operation, reducing negative feedback from nursing staff and veterans
• Consistent, modern aesthetics, turning complaints into compliments
• Flexible design, allowing easy repairs and extending dispenser lifespan

“The feedback has been incredible. Veterans and staff immediately noticed the difference. The dispensers are quieter, they look better, and they contribute to a more positive environment. And financially, we’re saving thousands.”

Why Kimberly-Clark Professional? A Lasting Partnership

Ultimately, this dispenser choice improved both patient and staff experiences. For the quality assurance team, however, the decision to switch wasn’t just about product quality—it was also about working with a company that listens, responds and acts.