The Washroom Looked Clean... But Patients Still Complained

Client Challenge

A busy specialist medical clinic in Sydney partnered with KV Cleaning Group after receiving repeated patient feedback about an unpleasant odour in one of the public washrooms. The washroom was cleaned and sanitised every day, yet visitors continued to report an unpleasant smell that affected their overall experience.

For a healthcare facility, maintaining a clean, fresh, and hygienic environment is essential for patient confidence and infection control.

Our Investigation

The KV Cleaning Group team conducted a thorough inspection of the washroom, including toilets, drains, plumbing fixtures, and ventilation systems.

The cleaning standards were excellent, and no visible hygiene issues were found. After a detailed assessment, we discovered that one of the toilets was rarely used. As a result, the P-trap beneath the toilet had dried out, allowing unpleasant sewer gases to escape into the washroom.

The issue had nothing to do with poor cleaning—it was a hidden maintenance problem that regular cleaning alone could not prevent.

Root Cause

Our inspection identified the following causes:

• A dry P-trap in a low-use toilet.
• Sewer gases escaping into the washroom.
• Infrequently used plumbing fixtures.
• No routine preventive maintenance for rarely used facilities.
• Odours being mistaken for poor cleaning.

Our Solution

Rather than increasing the cleaning frequency, KV Cleaning Group implemented a targeted washroom hygiene and maintenance programme.

Our team:

• Restored the water seal in the affected P-trap.
• Applied specialised odour-neutralising treatments.
• Deep cleaned and sanitised the entire washroom.
• Inspected nearby drains and plumbing fixtures.
• Introduced a preventative maintenance schedule to regularly check low-use toilets and floor drains.
• Recommended periodic flushing of rarely used fixtures to maintain proper water seals.

Results

Following the corrective maintenance programme:

• Unpleasant washroom odours were completely eliminated.
• Patient complaints stopped.
• The clinic maintained a fresher and more hygienic environment.
• Staff gained a better understanding of preventive washroom maintenance.
• The client included scheduled washroom inspections as part of their ongoing healthcare cleaning services with KV Cleaning Group.

Key Takeaway

A washroom may appear perfectly clean, but hidden plumbing issues can still create unpleasant odours. Professional healthcare cleaning goes beyond surface cleaning by identifying underlying causes and implementing preventive maintenance. Regular inspections, proper sanitisation, and proactive maintenance help ensure a cleaner, safer, and more welcoming environment for patients and healthcare professionals.