In healthcare, clean isn’t enough—it has to be consistent, compliant, and completely reliable. From emergency rooms to surgical suites, healthcare professionals count on their garment and linen provider to deliver more than just clean laundry—they expect a partner who supports infection prevention and patient care. At CITY Healthcare, that reliability comes from one place: a documented, proven system called CITY Quality Management.

It’s called CITY Quality Management, or CQM, and it’s far more than a checklist. It’s a culture of continuous improvement and accountability that drives how we serve hospitals, clinics, and care facilities every single day.

“Our goal with CQM is to make it something that anyone can understand,” said Colin Wetlaufer, President of CITY. “If we do this per minute, it equals this result. There’s proof. There’s a documented process. And if we make a mistake on delivery, there’s a plan to fix it and make it right next time.”

In a clinical environment, the margin for error is razor-thin. CQM ensures quality from the soil dock to the patient room. Every CITY Healthcare team member—whether on the production floor or a route—knows the expectations and the importance behind them.

“We’re in the relationship business,” Colin added. “And that’s especially true in healthcare. When a nurse or facilities manager gives us feedback, we don’t take that lightly. We listen, adjust, and improve—because patient care depends on it.”

From the operations floor, that purpose is built into every process.

“We’re not just sending clean linen,” said Luis Portillo, Director of Operations. “We’re delivering reliable, hygienically clean product that supports infection prevention and patient outcomes. CQM is the foundation of that—it’s where everything starts.”

The benefits go beyond CITY’s walls. CQM also enables CITY Healthcare to integrate with customers’ internal systems and quality programs, whether that’s HLAC compliance, Joint Commission readiness, or internal auditing requirements. “If a facility has its own quality management program, CQM helps us align with it,” Colin said. “It’s a true partnership when that happens.”

Luis compared it to construction: “If you were building a home and your contractor didn’t have your plans, would you trust him to get it right? CQM is our blueprint. It guides every detail, from sorting to final load-out.”

In healthcare, trust is earned through consistency. At CITY Healthcare, that consistency starts with CQM—because when lives are on the line, quality can’t be optional.

Want to see how our quality system aligns with your infection prevention and compliance goals?

Connect with CITY Healthcare to learn more or schedule a facility tour.

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