Food Service Management

1. Sara Harris and Hannah Reese Food Service Management

2. Patient Satisfaction Survey

3. Responses • Negative • Coffee is cold (3) • Not enough food (2) • Not enough seasoning (2) • Rice/noodles too dry • No variety (2) • Missing tray items (2) • No food preferences taken • Positive • Staff is polite • Liked special meals (ribs for Super Bowl) • Liked pizza • Overall, it is good

4. Patient Satisfaction Survey Conclusions • Highest rated categories: • Politeness of food service workers (4.6) • Overall quality of NFS; Food temperatures of cold and hot foods; Daily meals served in a timely manner; Appearance of meals; understanding of prescribed diet; Taste of meals; Variety of meals (> 3.5) • All categories above threshold • No categories decreased from 1st quarter results

5. Patient Satisfaction SurveyAction Plan • Taste of Meals– Allow meats to sit in marinade before cooking to soak up flavor. Add different textures to foods (i.e. nuts to salads). • Appearance of Meals – Incorporate colors that stand out and add garnishes such as parsley to the tops of dishes. Changing the color of the plate may allow foods to stand out more. • Variety of Meals – Several themed meals this period including Martin Luther King Jr, Super Bowl, New Years, two different intern meals, Mardi Gras, National Nutrition Month, and St. Patrick Day. Continue to provide themed meals for special events. • Hot Food is Served Hot – Ensure that tray line staff is monitoring what side they place hot items, especially coffee. • Prescribed Diet – During this section, patients were asked this question in a new statement as follows: on a scale of one to five, one being you do not understand your diet at all, to five, you completely understand why you are on your prescribed diet. Continue this phrasing. • Overall Quality - Overall quality is good, but making small changes may have a larger impact than replacing entire meals. Adding a new dressing or having salsa for the quesadilla may change the patient’s opinion on an entire tray.

6. Tray line Action Plan • Post a chart with the order of the ward tickets at the starter station • Post a chart with all items included in a FL and CL liquid diet • Have the milk/coffee station worker also do other beverages including thin/thick liquids, and milkshakes • More communication when items on tray line run low to prevent unnecessary pauses • Updated SO and SF sheet to facilitate communication between clinical staff and food service

7. Trays Per Minute

8. Ingredient Control Room • Shipments are not always thoroughly inspected • This could lead to further complications such as forced menu changes due to damaged food items • Packages were not always in good condition

9. Diet Office • Ensure standing orders, different entrees, cold items, double portions are highlighted • Reorder perforated paper • Continuous education of current diet substitutions and additions • Marking out incorrectly printed items

10. EOC Results Percent Compliance: 94% Threshold ≥ 95%

11. Scripting • Areas the improvement: • Food service workers need to check arm bands for patient safety • Ask patients if they can help with anything • Leave with a closing sentence

12. Tray Accuracy • 86% Tray accuracy (223/258 trays) • 13/20 Carts had at least 1 deficiency • Most common missing items • Lettuce/ tomato/ onion side • Missing milk or other beverage • Missing sauce (tartar, taco, sour cream, cream cheese)

13. Taste Panel Average Score: 6.15 [7 point scale] Comments: -Overall: excellent meal, good flavor, rightly seasoned -Entrée: great, wonderful, too sweet, good herbs , excellent -Potatoes: good flavor, salty, too salty, excellent -Zucchini: great, mushier than usual, needs more spice, well seasoned -Roll: wonderful, chewy, grain gets caught in your teeth -Cobbler: would like more fruit, crust not as crispy as usual, great -Tea: does not taste like tea, good

14. Employee Satisfaction • Areas for improvement • Simpler meals on the weekends • Keep menu posted on tray line for FL and CL diets • Ideas for Food Service Worker Appreciation Week • One employee suggested offering anything free  • Serve cake and ice-cream as a celebration for all their hard work • Continue recognizing employees for employee of the month and during weekly meetings

15. Ward Temperature Log

16. Ward Temperature Log • 1W – 3 items out of date, cheese slice without date • 1E – 1 opened milk container • 2S – 2 opened milk containers, 1 out of date • MICU – 2 items out of date • 3F – 1 temperature at 42° • SICU – 1 temperature at 45° and 1 temp at 46° • 4E – 3 items out of date, cheese slice without date • 4F – 1 out of date item • 5E – 1 out of date item

17. Green Initiative • Areas for improvement: • Investigate compost pile for leftover food items (SCI patio) • Programmable lights for office spaces and storage areas

18. Hand Washing Monitors • 8 hand washing monitors performed • Areas of high compliance: • Trayline, wards • Areas of low compliance: • Restrooms • Individuals not washing hands for 15 seconds and not using paper towels to open doors

19. Sack Lunch Ideas Option 1 Total Price Per Tray= $2.02

20. Sack Lunch Ideas Option 2 Total Price Per Tray= $1.68

21. Patient Tray Cards

22. Special Meal Development

23. Special Meal Development

24. Nutrition Content of Meal

25. Menu Tray Card

26. Plate Waste • Total Trays Evaluated= 73 • Comments: • Almost all ate chicken • Leftovers included succotash and okra • Approximately half used sauce on chicken

27. Special Meal Development Observations • “Looks pretty good” • One patient liked smoked flavor of okra • “Delicious” • Two patients said they enjoyed apple crisp • “Great” • One patient liked the Cajun seasoning • Too much seasoning is succotash • A couple people said they didn’t like okra in general • One patient said he would prefer fried okra Positive Comments Negative Positive