FOOD SERVICE MANAGEMENT

Sara Harris and

Hannah Reese

Patient Satisfaction Survey Question Total

Responses# of Sat Response

% of Sat Response

2nd Q Rate out of

possible 5.0

1st Q Rate out of

possible 5.0 % Change1. Taste of

meals 60 46 77%

3.6 3.3 + 8%2. Appearance

of Meals60 53 88%

4.0 3.6 +9%3. My meals offer variety

60 47 78%3.8

 3.3 +10%

4. Cold food is served cold

60 57 95%4.5 4.1 + 8%

5. Hot food is served hot

60 52 87%4.1 4.0 +2%

6. Timeliness 60 56 93%4.4 3.9 +10%

7. Politeness of FS employees

60 59 98%4.6

 4.2  

+8%8. I understand my prescribed

diet

35 31 89%

4.4

  

3.3   +22%

9. Overall quality

60 43 88%3.9

 3.7  

+4%

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

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

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.

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

Trays Per MinuteDate # of Minutes Trays Served Trays/Minute

2/12/14 Lunch

75 minutes 202 trays 2.69 trays

2/13/14 Lunch

68 minutes 203 trays 2.98 trays

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

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

EOC ResultsAREA

TOTAL POSSIBLE POINTS

POINTS RECEIVED NOTES

Cart Wash Area 8 7Floor under sink, mop head dirty

Trayline Area 16 16  

Dishroom Area 13 11

Chemicals left on cart and unorganized, dollies need washing, sink needs cleaning

Cold Prep Area 24 24  

Nourishement Area 13 12One container oatmeal left uncovered on counter

Production Area 27 27  Beverage Storing Area 6 6  

Ingredient Control Room 28 26

Bread <6 in. from wall, coffee cart unorganized and unstocked

Safety 19 15

No Disaster Manual accessible, fire extinguishers unchecked, no fire escape route posted

Personnel 13 13  Pot Wash Area 11 11  Total Points 178 168  

Percent Compliance: 94% Threshold ≥ 95%

ScriptingNFS SCRIPTING FROM 6 FSW EMPLOYEES

Introduction Patient Safety Customer Service

Closing Sentence

100% 83% 80%* 80%** % Compliance taken from 5 employees, other employee was hearing impaired

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

Tray Accuracy 86% Tray accuracy (223/258 trays) 13/20 Carts had at least 1 deficiency Most common missing items

Lettuce/ tomato/ onion sideMissing milk or other beverageMissing sauce (tartar, taco, sour cream,

cream cheese)

Taste Panel Like

ExtremelyLike Very

MuchLike

Moderately No Opinion Dislike Dislike Very Much

Dislike Extremely

3 5 2 - - - -*Results taken from 11 surveys

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

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

Ward Temperature Log

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

Green Initiative Areas for improvement:

Investigate compost pile for leftover food items (SCI patio)

Programmable lights for office spaces and storage areas

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

Sack Lunch Ideas Option 1

Total Price Per Tray= $2.02

Sack Lunch IdeasOption 2

Total Price Per Tray= $1.68

Patient Tray Cards

Special Meal Development

Special Meal Development

LIBERAL (RG)

AMT *REG HEALTHY/

DASH/ DIABETIC

4 GM NA 2 GM NA MECH PUREED BLAND 2 GRAM K+

CAJUN CHICKEN

1 EACH CAJUN CHICKEN CAJUN CHICKEN

CAJUN CHICKEN

GROUND CHICKEN

PUREED CHICKEN

BAKED CHICKEN W GRAVY

CAJUN CHICKEN

CREOLE SAUCE

1 OZ CREOLE SAUCE CREOLE SAUCE

CREOLE SAUCE

CREOLE SAUCE

FRUIT PUNCH CREOLE SAUCE

SUCCOTASH 4 OZ SUCCOTASH SUCCOTASH SUCCOTASH MODIFIED MASHED POTATOES

CREAM OF POTATO SOUP

NOODLES SUCCOTASH

BREADED OKRA

4OZ SPICED OKRA BREADED OKRA

SPICED OKRA GREEN BEANS

PUREED OKRA

GREEN BEANS

SPICED OKRA

APPLE CRISP 4OZ/1 EACH

*APPLE CRISP/APPLE

APPLE CRISP APPLE APPLE CRISP APPLESAUCE APPLESAUCE APPLE

CORNBREADMUFFIN

1 EACH CORNBREAD MUFFIN

CORNBREAD MUFFIN

CORNBREAD MUFFIN

WHOLE WHEAT ROLL

MODIFIED MASHED POTATOES

WHITE ROLL WHITE ROLL

MARGARINE 2 EACH MARGARINE MARGARINE MARGARINE MARGARINE MARGARINE MARGARINE MARGARINE            LOW FAT

MILKICED TEA 8 OZ ICED TEA ICED TEA ICED TEA ICED TEA ICED TEA ICED TEA ICED TEA

Nutrition Content of Meal

Liberal Healthy/DASH/

Diabetic

4 gm Na 2 gm Na

Calories 795 632 795 632

Fat 28.4 22.5 28.4 22.5

Saturated Fat

8.3 4.7 8.3 4.7

Cholesterol 127.6 112.9 127.6 112.9

Sodium 860.2 807.1 860.2 807.1

Carbs 96.9 69.9 96.9 69.9

Fiber 9.3 9.9 9.3 9.9

Protein 41.0 39.9 41.0 39.9

Menu Tray Card

Plate WasteAll

Consumed3/4

Consumed 1/2

Consumed1/4

ConsumedNothing

Consumed Tray

Untouched 33 10 10 12 1 7

45% 14% 14% 16% 1% 9%

Total Trays Evaluated= 73

Comments: • Almost all ate chicken • Leftovers included succotash and okra • Approximately half used sauce on chicken

Special Meal Development Observations

Positive Comments Negative Positive

“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