Customer Satisfaction Score2
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Title: CUSTOMER SATISFACTION SCORES IN LONG TERM CARE: INTERNS LEARN HOW TO USE SURVEY INFORMATION TO DRIVE THE BUSINESS Autho r(s): J. Burdg, 1 L. England, 1 P. Fatzinger- McShane, 1 M. Mishraky, 2 V. Cirrin cion e, 2 J. McCready 2 ; 1 Dietetic Internship, Department of Nutrition and Food Science, University of Maryland, College Park, MD, 2 Dining Services, Riderwood Village, Silver Spring, MD Learning Outcome: To illustrate how interns can learn to understand and use customer satisfaction survey results in food service operations. Text: As the population ages, it is anticipated that continuum care communities (CCC) will grow in size and number and employ greater numbers of dietitians. While CCC dietitians are primarily involved in resident nursing home care, in independent areas they are also part of the resident food service customer satisfaction team. Skills in both areas are crucial for effectiveness. In one program, dietetic interns complete food service management training in a CCC with amenities that include five distinct on-site restaurants. In each restaurant residents enjoy an upscale dinner chosen by a Chef de Cuisine, theme lunches prepared by dietetic interns, and/or holiday meals. To assess customer satisfaction an outside consultant sent surveys to all independent-living residents to determine overall dining satisfaction and obtain input on perceived cleanliness, staff friendliness, efficiency, food quality, food temperature, menu variety, and staff supervision. 77% of the surveys were returned completed. Results demonstrated 80% satisfaction with cleanliness, lunch and breakfast services, and dining room friendliness. Additional results indicated 75-80% satisfaction with food quality, food and beverage temperatures, menu variety, staff supervision, and general dining experience . The survey highlighted areas of significant improvement from prior surveys and identified areas for further growth. Interns worked with dining services team to utilize these scores to define approaches to enhance service. In the process they learned how satisfaction survey results can “drive” changes in the work setting. Future dietitians must understand how to effectively use satisfaction survey results to drive enhanced service as part of the management team. Funding Disclosure: None Title: CAN PATIENT WRITTEN COMMENTS HELP EXPLAIN PATIENT SATISFACTION WITH FOOD QUALITY? Author(s): M. A. Tranter, 1 M. B. Gregoire, 1 L. J. Lafferty, 1 F. A. Fullam 2 ; 1 Food and Nutrit ion Services, Rush Univer sity Medic al Center, Chicago, IL, 2 Strate gic Planni ng, Marketi ng & Progr am Develo pment, Rush Univer sity Medical Center, Chicago, IL Learning Outcome: Evaluate the importance of patient written comme nts on a patien t satisf action survey. Text: The purpose of this study was to identify prominent themes in patient written comments about meals served in a hospital and determine the relationship of those themes to patient food quality satisfacti on rating s among medical and surgical patients. Data from two years of quantitative Press Ganey patient satisf action ratings and qualit ative comments related to meals by 1078 patients discharged from a Midwest urban medical center were reviewed retros pectiv ely. Themes in patien t comments were identified. Results indicated that patien t satisfaction with food quality did not differ based on patient age, sex, length of stay, or perceived health status. The most common themes in patient comments focused on satisfaction with foodse rvice staff, food choice s avail able, and tray accuracy. Many of the comments were not related to components assessed in the questi onnair e (quanti tative ratings of tempera ture of food, quality of food and courtesy of server). The tenor of food comments (negative, neutral, positive) varied significantly (p.001) based on the food quality rating given, with more positive comments being given when more positive ratings were given. Some relationships were found between the tenor of some of the comment themes and the quantitative food quality rating. Patient comments provide valuable information beyond what is found in quantitative ratings and add a unique dimension to help dietitians interpret patient satisfaction ratings. Funding Disclosure: None Title: SUCCESSION PLANNING FOR HOSPITAL AND SCHOOL FOODSERVICE DIRECTORS Author(s): M. Gregoire, 1 K. Greath ouse 2,3 ; 1 Food and Nutrition Servi ces, Rush Univer sity Medical Center, Chicag o, IL, 2 Dietetics, Fashio n Merchan dising , & Hospita lity, Western Illinois University, Macomb, IL, 3 Western Illinois University, Macomb, IL Learning Outcome: Know creden tials required for future hospital and school foodservice directors. Text: The predicted retirement in the next 10 years of current baby boomer-aged directors is a concern in onsite foodservice operations especially hospitals and schools. The purpose of this study was to explore succession planning for foodservice director positi ons in hospita ls and schools and identify credentials expect ed of future foodservic e direc tors. Questionnair es were mailed to a total of 2800 foodservice directors and facility admin istrat ors in a nation wide, random sample of hospit als (300 beds) and schools (5,000 students). Responses were received from 305 (22%) foodservice directors and 155 (11%) admin istrat ors. Result s sugges ted that succession planning for the foodservice director was twice as common (p.05) in hospitals (43%) as in schools (20%). Mentoring (91%) and develo pmenta l (stretc h) assign ments (58%) were the most common succession development activities used. Required creden tials for future foodservi ce directors were identi fied. Few diffe rences existed in the percep tions of foodser vice directors and facility administrators of credentials required of future foodservice directors and many of the requirements were similar for the hospital and school foodservice director position. Only 40% of hospital foodservice directors, 32% of hospital administrators, 22% of school administrators, and 17% of school foodse rvice directors indicated that the Regist ered Dietitian credential would be required for their next foodservice director. Funding Disclosure: None Title: THE EFFECT OF DIETITIANS’ DRESS ON PERCEIVED PROFESSIONALISM AND EFFECTIVENESS Author(s): C. L. Packer, 1 N. K. Nyland, 1 D. Eggett 2 ; 1 Nutrition, Dietetics and Food Science, Brigham Young University, Provo, UT, 2 Stati stics, Brigham Young University , Provo, UT Learning Outcome: Participants will be able to describe current RD dress code trends and discuss the influence of RD dress on patient/client perceptions of RD professionalism and effectiveness. Text: The study objectives were to identify the current level of formality of dress and dress codes of registered dietitians (RD), then to identify if formality of RD dress makes a difference in patient/client perceptions of professionalism. A random sample of 1,999 managers from WIC clinics and hospital Food/Nutrition departments received surveys; 972 managers responded. WIC clinic dietitians most frequently (40%) wear khaki pants and collared knit shirt while hospital dietitians most frequently (42%) wear slacks and collared shirt. Over half of the managers felt that dietitian dress was important and a priority in their facility. In Phase II, 582 hospital in- and out-patients and WIC clients in three states rated nine pictures of the same dietitian dressed in attire of vary ing formality on eight profess ional charact eristi cs. The Profes sional Characteristic Score (PCS) was comprised of empathetic, competent, approachable, credible, organized, effective, professional, and confident ratings. Respondents identified their least and most preferred RD for nutritional counseling. WIC participants (32%) and hospital patients (47%) most preferred the dietitian in slacks, collared shirt, and lab coat; this attire also received the most positive/desirable PCS. WIC participants and hospital patients least preferred a dietitian dressed in jeans and knit shirt (76%) ; this attire received the least posit ive/de sirabl e PCS. These prefe rences did not differ by gender, age, or other demographics. Only 1.1% of WIC dietitians and 8.1% of hospital dietitians regularly wear the attire most preferred by patients/clients. A re-evaluation of RD dress codes may result in more effective and positive RD/client-patient rapport. Funding Disclosure: None MONDAY, OCTOBER 27 POSTER SESSION: SCIENCE/EDUCATION/MANAGEMENT/FOODSERVICE/CULINARY/RESEARCH A-68 / September 2008 Suppl 3—Abstracts Volume 108 Number 9
description
Customer satisfaction score
Transcript of Customer Satisfaction Score2
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Title: CUSTOMER SATISFACTION SCORES IN LONG TERM CARE:INTERNS LEARN HOW TO USE SURVEY INFORMATION TODRIVE THE BUSINESS
Author(s): J. Burdg,1 L. England,1 P. Fatzinger- McShane,1
M. Mishraky,2 V. Cirrincione,2 J. McCready2; 1Dietetic Internship,Department of Nutrition and Food Science, University of Maryland,College Park, MD, 2Dining Services, Riderwood Village, Silver Spring, MD
Learning Outcome: To illustrate how interns can learn to understandand use customer satisfaction survey results in food service operations.
Text: As the population ages, it is anticipated that continuum carecommunities (CCC) will grow in size and number and employ greaternumbers of dietitians. While CCC dietitians are primarily involved inresident nursing home care, in independent areas they are also part ofthe resident food service customer satisfaction team. Skills in bothareas are crucial for effectiveness. In one program, dietetic internscomplete food service management training in a CCC with amenitiesthat include five distinct on-site restaurants. In each restaurantresidents enjoy an upscale dinner chosen by a Chef de Cuisine, themelunches prepared by dietetic interns, and/or holiday meals. To assesscustomer satisfaction an outside consultant sent surveys to allindependent-living residents to determine overall dining satisfactionand obtain input on perceived cleanliness, staff friendliness, efficiency,food quality, food temperature, menu variety, and staff supervision.77% of the surveys were returned completed. Results demonstrated80% satisfaction with cleanliness, lunch and breakfast services, anddining room friendliness. Additional results indicated 75-80%satisfaction with food quality, food and beverage temperatures, menuvariety, staff supervision, and general dining experience. The surveyhighlighted areas of significant improvement from prior surveys andidentified areas for further growth. Interns worked with dining servicesteam to utilize these scores to define approaches to enhance service. Inthe process they learned how satisfaction survey results can drivechanges in the work setting. Future dietitians must understand how toeffectively use satisfaction survey results to drive enhanced service aspart of the management team.
Funding Disclosure: None
Title: CAN PATIENT WRITTEN COMMENTS HELP EXPLAINPATIENT SATISFACTION WITH FOOD QUALITY?
Author(s): M. A. Tranter,1 M. B. Gregoire,1 L. J. Lafferty,1F. A. Fullam2; 1Food and Nutrition Services, Rush UniversityMedical Center, Chicago, IL, 2Strategic Planning, Marketing &Program Development, Rush University Medical Center,Chicago, IL
Learning Outcome: Evaluate the importance of patient writtencomments on a patient satisfaction survey.
Text: The purpose of this study was to identify prominentthemes in patient written comments about meals served in ahospital and determine the relationship of those themes topatient food quality satisfaction ratings among medical andsurgical patients. Data from two years of quantitative PressGaney patient satisfaction ratings and qualitative commentsrelated to meals by 1078 patients discharged from a Midwesturban medical center were reviewed retrospectively. Themes inpatient comments were identified. Results indicated that patientsatisfaction with food quality did not differ based on patient age,sex, length of stay, or perceived health status. The most commonthemes in patient comments focused on satisfaction withfoodservice staff, food choices available, and tray accuracy. Manyof the comments were not related to components assessed in thequestionnaire (quantitative ratings of temperature of food,quality of food and courtesy of server). The tenor of foodcomments (negative, neutral, positive) varied significantly(p.001) based on the food quality rating given, with morepositive comments being given when more positive ratings weregiven. Some relationships were found between the tenor of someof the comment themes and the quantitative food quality rating.Patient comments provide valuable information beyond what isfound in quantitative ratings and add a unique dimension tohelp dietitians interpret patient satisfaction ratings.
Funding Disclosure: None
Title: SUCCESSION PLANNING FOR HOSPITAL ANDSCHOOL FOODSERVICE DIRECTORS
Author(s): M. Gregoire,1 K. Greathouse2,3; 1Food and NutritionServices, Rush University Medical Center, Chicago, IL,2Dietetics, Fashion Merchandising, & Hospitality, WesternIllinois University, Macomb, IL, 3Western Illinois University,Macomb, IL
Learning Outcome: Know credentials required for futurehospital and school foodservice directors.
Text: The predicted retirement in the next 10 years of currentbaby boomer-aged directors is a concern in onsite foodserviceoperations especially hospitals and schools. The purpose of thisstudy was to explore succession planning for foodservice directorpositions in hospitals and schools and identify credentialsexpected of future foodservice directors. Questionnaires weremailed to a total of 2800 foodservice directors and facilityadministrators in a nationwide, random sample of hospitals(300 beds) and schools (5,000 students). Responses werereceived from 305 (22%) foodservice directors and 155 (11%)administrators. Results suggested that succession planning forthe foodservice director was twice as common (p.05) inhospitals (43%) as in schools (20%). Mentoring (91%) anddevelopmental (stretch) assignments (58%) were the mostcommon succession development activities used. Requiredcredentials for future foodservice directors were identified. Fewdifferences existed in the perceptions of foodservice directors andfacility administrators of credentials required of futurefoodservice directors and many of the requirements were similarfor the hospital and school foodservice director position. Only40% of hospital foodservice directors, 32% of hospitaladministrators, 22% of school administrators, and 17% of schoolfoodservice directors indicated that the Registered Dietitiancredential would be required for their next foodservice director.
Funding Disclosure: None
Title: THE EFFECT OF DIETITIANS DRESS ON PERCEIVEDPROFESSIONALISM AND EFFECTIVENESS
Author(s): C. L. Packer,1 N. K. Nyland,1 D. Eggett2; 1Nutrition,Dietetics and Food Science, Brigham Young University, Provo, UT,2Statistics, Brigham Young University, Provo, UT
Learning Outcome: Participants will be able to describe current RDdress code trends and discuss the influence of RD dress on patient/clientperceptions of RD professionalism and effectiveness.
Text: The study objectives were to identify the current level of formalityof dress and dress codes of registered dietitians (RD), then to identify ifformality of RD dress makes a difference in patient/client perceptions ofprofessionalism. A random sample of 1,999 managers from WIC clinicsand hospital Food/Nutrition departments received surveys; 972managers responded. WIC clinic dietitians most frequently (40%) wearkhaki pants and collared knit shirt while hospital dietitians mostfrequently (42%) wear slacks and collared shirt. Over half of themanagers felt that dietitian dress was important and a priority in theirfacility. In Phase II, 582 hospital in- and out-patients and WIC clients inthree states rated nine pictures of the same dietitian dressed in attire ofvarying formality on eight professional characteristics. The ProfessionalCharacteristic Score (PCS) was comprised of empathetic, competent,approachable, credible, organized, effective, professional, and confidentratings. Respondents identified their least and most preferred RD fornutritional counseling. WIC participants (32%) and hospital patients(47%) most preferred the dietitian in slacks, collared shirt, and lab coat;this attire also received the most positive/desirable PCS. WICparticipants and hospital patients least preferred a dietitian dressed injeans and knit shirt (76%); this attire received the leastpositive/desirable PCS. These preferences did not differ by gender, age,or other demographics. Only 1.1% of WIC dietitians and 8.1% of hospitaldietitians regularly wear the attire most preferred by patients/clients. Are-evaluation of RD dress codes may result in more effective andpositive RD/client-patient rapport.
Funding Disclosure: None
MONDAY, OCTOBER 27
POSTER SESSION: SCIENCE/EDUCATION/MANAGEMENT/FOODSERVICE/CULINARY/RESEARCH
A-68 / September 2008 Suppl 3Abstracts Volume 108 Number 9
