Safe Plates Module 11

Learning Objectives

• Identify sources of physical and chemical contamination

• Describe threats of deliberate contamination• Discuss other types of toxins and the risks

associated with these.• Respond to customer inquiries and complaints

Chemical ContaminationCleaning products, sanitizers, polishes, lubricants, and pesticides•Proper storage- away from food, utensils, and equipment. Keep them in a separate storage area in original container.

•Label properly if transferred to another container

•Careful use during operating hours

•Consider using conveniently located staging areas

•Materials Safety Data Sheets

Physical Contamination• Foreign objects accidentally introduced into the

food– Glass, metal from surfaces and utensils, packaging

material, rubber gloves, bandages, finger nails…• Naturally occurring objects

– Bone, shells, dirt and rocks

Physical InjuryCross Contamination

What is happening? (roughly $6,500)

Other types of contamination

Naturally Occurring Toxins – Some food can contain toxins that can make people sick, like fish, shellfish, and mushrooms.

Naturally Occurring ToxinsFish Toxins:Produced by the fish- puffer fish, moray eels, freshwater minnowsProduced by microbes in fish- •Histamine/Scromboid from temp. abuse•Ciguatoxin- from algae, accumulates in warm water fish•Shellfish- Filter feeders – toxins (ASP, DSP, NSP, and PSP)

Naturally Occurring Toxins• Amnesic Shellfish Poisoning (ASP) – confusion, memory

loss, disorientation• Diarrheic Shellfish Poisoning (DSP) – chills, nausea,

vomiting, cramps, diarrhea• Neurotoxic Shellfish Poisoning (NSP) – tingling and

numbness lips, tongue, throat, reversal hot/cold sensations

• Paralytic Shellfish Poisoning (PSP) tingling and numbness

Mycotoxin- molds on grains, nuts, and dried fruitsToxin is not destroyed by heat.

Deliberate ContaminationFood Defense is the prevention of intention contamination of food.Maybe you recall:

Addressing Food DefenseBe Observant!

How can we control these risks?Hazard Analysis Critical Control

PointsHACCP is a proactive food safety management system for the analysis and control of biological, chemical, and physical hazards from raw material production, procurement and handling, to manufacturing, distribution, and consumption of the finished product.

Not mandatory, but laws are the minimum…

Hazard Analysis Critical Control PointsMany food service operations choose to use this system to minimize risk of contamination. 1) Identify hazards

2) Determine critical control points

3) Set critical limits

4) Establish monitoring procedures

5) Set corrective actions

6) Establish verification procedures

7) Record keeping and documentation

Hamburger

E. coli

Cooking Temp.

155oF for 15 sec.

Temp every batch

Heat longer

Check its done

Prove it!

• Complaints can be complicated– What really happened?– Who is right? Is anyone right?– What is the appropriate response?

• Every situation will be different• Be prepared to address issues• Have staff prepared to address issues

Customer Complaints

Managers and Customers

Are you prepared to handle:•Questions about quality•Questions about food sources, storage, preparation, ingredients•Quality complaints•Illness/injury complaints

Servers and Customers

Your staff may be the first contacted by customers•Keep your staffed informed with information commonly asked for by customers •Be receptive to questions and complaints. Avoid confrontation or arguments. •“I don’t know but I’ll find out” is a great answer… make sure they know where to go for the answer.

Preparing for crisis

1) Identify Key Contacts2) Assess Potential Problems3) Identify Audiences4) Communication Material

Identify Key Contacts

Who•Within your business- owners, managers, employees•County Public Health- inspector and county leadership•Emergency services•Suppliers- make sure its good

What•Contact information•Establish relationships•Understand expectations in crisis situations

Assess Potential Problems

What potential events do you want to have a plan in place for?

A few examples:•Sick worker (Hepatitis A)•Customer illness or injury •Served product subject to recall•Customer complaint

Identify Audiences

Who should you contact in case of a problem?

•Within your business

•Public health and health care officials

•Emergency services

•Media

Communication Material• Share information so people can make

appropriate decisions• Establish trust and build credibility

How you communicate depends on the audience. Use simple language

Explain the issue and risks

Take on responsibility where appropriate

Describe any action you deem in necessary for that audience

What’s your view?

What do you try to keep in mind when receiving a customers complaint?

How could it have been prevented

• What was the hazard at the DQ shake?

• How could it have

been prevented?

Activity

ActivityOne of your food service staff just received a complaint about a hair in a customer’s salad.

Server: “It’s the same guy who asked if the lettuce was GAP certified and if the dressing had peanut oil. And he has a BEARD!I totally know its his own hair. I even told him so, and now he wants to talk to you.”

ActivityIn groups of 3-4 discussHow do you deal with this customer?

Now, discuss:What would you say to the server?

How would your response change if it was a call about foodborne illness?

Quiz

How many steps are involved in making a HACCP plan?

a)5

b)6

c)7

d)8

Quiz

Food Defense is:

a)The prevention of intentional contamination of foodb)The prevention of accidental cross contaminationc)Controlling the temperature of food to prevent growth of bacteriad)None of these

Case Study

Case Study

Review

• Chemical, physical, biological contamination

• Intentional contamination• Customer complaints• Communication