The study contains several more elements than I mentioned in class including an initial covert observation (the low rates of ~10% I mentioned), an estimate by medical personnel of their compliance rate (the 73% figure I mentioned), a period of overt observation and finally a period of overt observation and performance feedback.
In this case handwashing rates covertly observed 7 weeks after the end of the study were ~50%, a huge improvement on the initial values of ~10%. The authors drew the conclusion that 'Performance feedback is moderately effective in training hospital medical staff to handwash'. I guess 50% is better than 10% but it takes the offer of a free cup of coffee to get it higher...
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