Food Service Management
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Transcript of Food Service Management
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