The Mealtime Journey · The Woodlands, Swallownest and Great Oaks, which is provided by a team of...

tasty

t a s t y

nutrition

presentation

healthy

cateringprofessional

team

food

policyhygiene

refood

system

quality

meals

variety

delivery

orderingmenu

on-line

diet

fres

h food

c h o i c e s

The Mealtime JourneyProviding you with a healthy, nutritious and enjoyable meal time experiences

RDaSH leading the way with care

2 | The Mealtime Journey

Contents

Introduction 3

Our promise 4

The Catering Team 5

The meal time journey 6

Purchasing 6

Preparation and cooking 7

Menu ordering 7

Ward delivery 8

Ward meal time service 8

Presentation 8

Patient menus 9

Eating for health 11

Allergen awareness 15

Food safety 18

The experience – giving feedback 19

IntroductionRotherham Doncaster and South Humber NHS Foundation Trust (RDaSH)

offers an in-house catering service to its customers at the Tickhill Road Site,

The Woodlands, Swallownest and Great Oaks, which is provided by a team of

experienced caterers.

Our main kitchen based on the Tickhill Road Hospital site produces over 300

patient meals every day, serving inpatient customers seven days a week, 365 days

a year.

Our Catering Team works closely with dieticians to ensure our menus are

nutritious and healthy, and cater for the many different needs and requirements.

We use fresh quality ingredients and source from local suppliers where possible,

to provide an extensive menu of hot and cold dishes on a three week menu cycle,

which are available to all RDaSH inpatients.

We also offer a range of hot and cold meals and beverages in our retail catering

outlets on the Tickhill Road Site, which are open to members of the public,

visitors and staff.

This handbook has been developed to provide you, the patient, with information

about our catering service and how we aim to give you a positive meal time

experience during your stay.

www.rdash.nhs.uk | 3

Our promise “Food and water play an essential role in all our lives in terms of physical,

psychological, cultural and social wellbeing, with the body’s immune system

being highly dependent on nutritional status. Nutrition is essential for life, as vital

as medication and other types of treatment.” Royal College of Nursing (2007)

We provide patients with a daily menu choice, which is rotated weekly over a

three week cycle, to ensure variety and choice.

During your stay with us we aim to:

• Provide patients with a varied menu which is nutritional, healthy and tasty and

is in line with the ‘Eat Well Plate’

• Produce meals to a high standard, using the highest quality ingredients

• Meet every patients’ dietary requirements, to include cultural, food intolerance

and allergenic requirements

• Work closely with the Food Standards Agency and Environmental Health to

ensure our practices and procedures are of the highest standards

• Provide and deliver a safe food and drink service

• Provide staff with the necessary training to ensure standards and compliance

are sustained

• Strive to ensure that mealtimes are an enjoyable experience by ensuring our

meals are tasty, hot or cold as appropriate, and well presented.


The Catering TeamThe Catering Team sits in the RDaSH Estates and Facilities Support Service and is

responsible for providing the in-house catering across the Trust.

The structure is illustrated below:

Our catering manager is responsible for providing in-house training on the

operational procedures which are relevant to food handlers and ensuring that

training records are up to date.

He/she works closely with the facilities monitoring officer in carrying out routine

inspections and audits of ward kitchens and food service areas to ensure the

correct documentation is completed and that high standards of cleanliness and

food safety are adhered to.

Our cooks and the catering assistants are responsible for the preparation, cooking

and distribution of the patient meals to the wards, where it is then served by a

member of the support service/domestic team. www.rdash.nhs.uk | 5

Head of Facilities

Supporter Services Manager

Catering Manager

Cooks

Monitoring Officer

Catering Assistants

Domestic Supervisors

Domestics

The Catering Team is responsible for ensuring that they follow the procedures set

out in their Hazard Analysis of Critical Control Points Manual (HACCP). They must

record all information which is relevant to the food service from temperatures of

food items delivered to the site from external suppliers, temperature logs of food

storage, cooking temperatures and hot/cold hold temperatures.

The Catering Team receive Food Safety Level 2 training, which is aimed at

providing relevant information on how to deliver a safe system of work in relation

to all food handling tasks.

The Team listens and responds to customer feedback and welcomes any

suggestions or comments you may have. To find out how to contact the catering

manager, or how to put forward your comments, ask a member of the nursing

team.

The meal time journeyWe provide inpatient meals seven days a week,

365 days a year and our menus rotate on a

three week cycle.

We understand that meal times are an

important part of the day for patients. The

ability to make your own choice is important, as

it allows you to exercise control and becomes a pleasant distraction from the more

clinical aspects of the day. To heighten this experience we aim to ensure that menu

collections are undertaken daily and no more than 24 hours in advance.

Purchasing and deliveries Ingredients are sourced through approved suppliers and are delivered fresh and

frozen into our central production unit on a daily basis. This includes milk, bread,

meat, fish, fruit, vegetables and groceries. Wherever possible we use local suppliers

to ensure the highest quality and freshness possible.


tasty

t a s t y

nutrition

presentation

healthy

cateringprofessional

team

food

policyhygiene

refood

system

quality

meals

variety

delivery

orderingmenu

on-line

diet

fres

h food

c h o i c e s

Preparation and cookingThe central production unit operates a cook freeze system which involves meals

being freshly prepared and cooked by our team of dedicated catering staff. Dishes

which can be frozen are then blast chilled and blast frozen to lock in the freshness

and taste. Dishes which are best served fresh are made on the day of service using

fresh ingredients (for example salads, sandwiches, pasta salads etc.) We can use

historical data to carefully plan our production to ensure minimal waste and ensure

our menus meet our customers’ requirements.

Menu orderingMeals should be ordered 24 hours in advance. Your ward domestic or member

of the nursing team should ask you every day what you would like to eat

the following day, by selecting from the three week menu cycle. The menu is

available for you to look at on the ward. Where possible, patients with the ability

to make their own choices are encouraged to do so, and assistance is offered

where necessary.

Menu selections are submitted by the domestic or ward staff to the catering

department by 11am for the following day’s meal service. Any special dietary

requirements are to be identified by the care team and communicated to the

catering department.

By ordering your meal 24 hours in advance, it gives the Catering Team time to

prepare, pick and pack the food order for delivery to the ward. If you order too

far in advance, there may be changes to the menu and you might not receive

what you have ordered.

When ordering your meal, remember to look at the symbols next to the menu

dishes to ensure the meal is suited to your dietary needs.

V- Vegetarian D- suitable for diabetic S- soft option á-high energy J - healthy option


Ward deliveryThe meals are delivered to the wards by members of our Catering Team. The

orders are picked that morning and transported in insulated boxes approximately

2 hours prior to the meal service. The hot dishes are cooked at ward level in the

regeneration ovens, and cold dishes are stored in the adjoining chiller unit. The

cooking cycle for the hot dishes is 90 minutes and the ovens are programmed to

cook the meal to temperature in time for the planned meal sitting.

The temperature of the cooked food must reach 75˚c before being served. If the

temperature is not achieved, then the oven is to be ‘boosted’ until the correct

temperature is achieved.

It is then the responsibility of the ward domestic or nominated food handler to

ensure that the food safety requirements are checked and recorded.

Ward meal time service To enhance your meal experience, wards have ‘protected meal times’. This allows

for a raised awareness of the importance of food and hydration. During this time,

all clinical activity should cease, to allow for patients to enjoy their meal.

PresentationThe Catering Team are trained to deliver all meals to the highest possible

standard. The way meals are presented can have a huge impact on the overall

meal experience and plays a large part in the wellbeing and recovery process.

Our catering staff members and ward domestics are encouraged to have a positive

attitude to the meals they serve and take pride in its appearance and delivery. They

are aware of how important their role is to ensure the food served is placed on the

plate in an attractive and appealing manner. A well-presented, appetising meal will

tempt patients to eat and promotes a positive meal experience.


We follow these basic checks:

• Plates are checked for cleanliness and are hot or cold as appropriate

• Staff are encouraged to familiarise themselves with individual patients’

requirements, this will reduce waste and avoid dissatisfaction

• When plating up the meal, the main dish is served first and positioned to the

front of the plate, the additional accompaniments are positioned either side of

the main dish

• Use the correct serving utensil, for example a potato spoon for creamed

potatoes to achieve a better quality of presentation

• Sauces and gravy should be at the top centre of the plate

• Place the meal in front of the customer to allow immediate consumption as

soon as it is plated up.

At the end of the meal service, any leftover food is disposed of and removed from

the ward. Leftover food cannot be saved and stored for later as this can be a food

safety risk.

Patient menusThe Catering Service offers a range of menus to meet the diverse range of dietary

requirements of our patients.

Three week menu cycleThe three week menu cycle offers a wide range of hot and cold dishes. Meals will

be served between 12pm and 1pm, and 4pm and 5pm, 7 days a week.

The menus offer both a hot and cold option at both mid-day and evening meal.

The lunch and the evening meal consist of a three course option, with soup, a



hot or cold main dish, and a dessert.

Breakfast is prepared and served locally on the wards with a range of cereals,

porridge, toast, fruit teacakes, fruit and yoghurt.

A La Carte menuThe a la carte menu is for patients requiring a special diet.

A special diet could be for someone with a food intolerance or who requires a

textured modified diet. This is for patients who may have difficulty swallowing

food and have been assessed by a speech and language therapist (SALT).

Therefore the dishes we provide are pureed to different textures in order to meet

the patient’s requirements. Our textured modified dishes are bought in from a

national supplier giving us assurance on consistency and nutritional content.

Cultural choice menu

We are able to cater for patients who require meals to meet their cultural and

ethnic belief. Halal and Kosher meals are sourced from our national catering

suppliers giving us assurance on the preparation and cooking processes. Should

you require your meals from the cultural choice menu, please speak with a

member of the nursing team who will contact the kitchens on your behalf.

Snack listsFollowing admission to a ward every patient undergoes a Malnutrition Universal

Screening Tool (MUST) assessment. This will identify if you are at risk of

malnutrition. If you are, you may be referred to one of our dieticians. You will

also be given additional supplements from our high calorific snack list to help you

build up your calorie intake.

If you do not hit the triggers to access snacks from the list, the ward does have

a range of lighter snacks which patients will be offered between breakfast and

lunch, and again between lunch and tea time.


Remember the ‘Eating for health’ chapter of this handbook, and be mindful of

what you are eating – everything in moderation.

Eating for healthWhat is a healthy balanced diet?The ‘Eat Well Plate’ shows the different types of food we need to eat, and what

proportions are necessary to have a well-balanced and healthy diet.

The ‘Eat Well Plate’ is based on the five food groups:

• Bread, rice, potatoes, pasta and other starchy foods

• Fruit and vegetables

• Milk and dairy products

• Meat, fish, eggs, beans and other non-dairy sources of protein

• Foods and drinks high in fat and/or sugar.

Good foods for mental healthHere are the main nutrients for good mental health, and the best food to eat to

help you get enough of each nutrient:

• Essential fatty acids (omega-3) - the best foods for omega-3 is oily fish such

as mackerel, herring, salmon, sardines and pilchards. Vegetarians can find it in

flaxseed (linseed) oil

• Tryptophan – poultry (turkey and chicken), yoghurt, bananas, pineapple and

cheese

• Iron – red meat, eggs, chickpeas, cocoa, parsley and spinach

• Folate – green vegetables, eggs, potatoes, whole grains (cereals / bread) and

fruit

• Vitamin C – easily found in many fruit and vegetables such as oranges and

peppers

• Vitamin E – found in vegetable oils, eggs, nuts, seeds and avocado

• Selenium – found in Brazil nuts, fish, meat, eggs and garlic

• Zinc – red meat, fresh fish, whole grains, ginger (root) and pumpkin seeds.

These nutrients are generally found in fresh fruit, vegetables and whole foods,

such as grains, nuts, pulses and seeds.


Good foods for physical health Food acts as fuel for the body’s muscles and organs.

• Essential fatty acids protect the heart, blood vessels and eyes

• Vitamins D, B and E have all been shown to be beneficial for the heart

• Fish and eggs contain Vitamin D, while Vitamin B (thiamine) is found in

wholegrain cereals, bread, red meat and egg yolks

• Minerals such as zinc, iron and calcium are important for the blood, bones,

teeth and many other important bodily processes. They are found in eggs,

cereals, fish, vegetables and fruit.

http://web.mit.edu/athletics/sportsmedicine/wcrfoodpyr.html


Foods to be avoided or eaten in moderation• Saturated fats are bad for both mental and physical health. They have a

negative effect on the brain cells, as well as being bad for the heart. Key

foods containing saturated fats are red meat, hard fats (such as butter and

margarine), cakes and biscuits

• Trans- fats are linked to heart disease and poor brain function. They are found

in battered fish, chips, burgers, kebabs, some cakes and biscuits

• Sugars are associated with weight gain, tooth decay and changes in behaviour

and mood. Sugar is found in tea or coffee, fizzy drinks, sweets, chocolate,

cakes and processed ready meals

• Alcohol is addictive and damages the brain, as well as leading to long term

physical problems such as heart and liver disease

• Caffeine can lead to headaches and heart palpitations, as well as increased

anxiety. Caffeine is found in tea, coffee, chocolate, energy drinks and cola

• Salt can lead to high blood pressure. Look at the salt (sodium) levels in ready

meals and avoid adding salt to your meals and snack.


Allergen awarenessFrom the 13 December 2014, the law changed and the EU Food Information

for Consumers Regulation came into force. This changed the way food handlers

provided information to its customers.

Allergenic ingredients are now identified in the list of ingredients. There are 14

specified allergens covered this law and they are as follows:

• Cereals containing gluten such as wheat, barley, oats, spelt

• Milk including lactose

• Eggs

• Peanuts

• Nuts such as almonds, hazelnuts, walnuts, cashews, brazil nuts

• Fish

• Crustaceans for example prawns, crabs, lobster, crayfish

• Molluscs for example mussels, whelks, oysters, squid

• Soya

• Celery

• Mustard

• Sesame seeds

• Sulphur Dioxide ( >10mg /kg OR 10mg /L ) Sulphites

• Lupin.

Anyone who handles or serves food must fully understand the requirements by

law. This includes catering, domestic and nursing teams. Whether a food handler


is serving the main meal, or is serving a patient a drink and a snack they need to

be aware of the allergens and what is expected of them.

For more information and advice on food allergies and labelling visit the following

websites.

Allergy UK - www.allergyuk.org

Food Standards Agency - www.food.gov.uk

What is a food allergy? A food allergy is the term used to refer to an immunological reaction to food.

When someone has an allergy they can have many different physical reactions

when exposed to allergens.

When someone has a severe reaction to an allergen, it could potentially lead to

that person collapsing and going into anaphylactic shock and this can occur within

minutes.

This is what to do:- Immediately call for a member of staff who will dial 999.

What is a food intolerance?Food intolerance does not involve the immune system and is much more

common than food allergies. The symptoms are very similar to those of an allergic

reaction but often tend to come on more slowly and can last hours or longer.

Below are some of the most common symptoms:

• Eyes Sore, red and/or itchy

• Nose Runny and/or blocked

• Lips Swelling


• Throat Coughing, dry, itchy and swollen

• Chest Coughing, wheezing and shortness of breath

• Stomach Nausea, diarrhoea, vomiting and feeling bloated

• Skin Itchy and/or a rash (known as hives)

Providing consumers with allergen informationInformation on allergenic ingredients must be either:

Written up front (for example on a menu or menu board) without the customer

having to ask for information

Sign-posted as to where written information can be found or obtained from a

staff member.

If information on allergenic ingredients is provided orally, this must be consistent

and verifiable (i.e. a business must have processes in place to capture information

from recipes or ingredients lists from products bought in, and make this available

to staff)

This is relevant for businesses that have direct interaction with their customers

such as hospitals

It is important that customers with food allergies or intolerances are able to make

informed choices when choosing from our menus. All staff serving customers

should be made aware of the potential risks to customer’s health if they advise

them incorrectly. A process must be in place to ensure that allergen information

can be easily obtained and is accurate and consistent.

Patients are strongly advised to speak to staff regarding their allergy requirements.

If a member of staff is unsure of the answer to a customer’s question, they are

required by law to find the information.


The change in the law means food handlers can no longer say you don’t know

what allergens are in the food they serve.

As a patient, what can you do?If a family member or a friend has brought you some food or snacks, ask a

member of the nursing team before you offer to share a snack with another

patient. It may be that the patient has an allergy which you are not aware of and

the biscuit or cake you offer them may trigger an allergic reaction.

Food safetyFood safety is paramount, and this is particularly the case at ward level. All food

served by either nursing staff, domestic service staff, or catering staff follows a

tight procedure to ensure the food served is of the highest quality and safe for

patients to enjoy.

The temperature of cooked food is taken with an electronic probe, and if its core

temperature is above 75˚c degrees then it is ready to be served. The temperature

of the cold food is also recorded and this should be below 8˚c. The temperature

is recorded in the log book and kept as a record for our environmental visits, by

the local environmental health officer. These books are audited monthly to ensure

that they are kept up to date. All of these checks contribute to our score rating

and we strive to achieve and maintain a full score of 5, which is awarded by the

EHO on an annual basis.


If patients bring their own food onto the premises they are requested to follow

our food safety guidelines. Any perishable food can be stored in the ward kitchen

‘patients’ fridge’ where it will be labelled, and kept chilled until it is ready to

be consumed or until it reaches its use by date, after which the ward staff will

dispose of the food item for you. It is also advised that food that is brought in

from outside sources should be consumed as soon as possible so it is not left

standing in a warm environment.

In preparation for the meal service patients are encouraged where possible to

prepare for service, for example washing your hands before visiting the dining

room. If you are not able to visit the dining room, you will be encouraged and

assisted with preparing your bed space in readiness for the meal service to

commence and offered hand wipes to freshen up.

The experience – giving feedbackThe meal time experience is important to you and us. We welcome your

feedback so we can make improvements on the service and if you enjoyed your

meal or have a favourite dish, our cooks and catering assistants would appreciate

the feedback.

We routinely conduct customer surveys, but if you want to feedback before we

undertake a survey on your ward, please ask a member of the ward team for a

feedback form.

Produced by the RDaSH Catering Department Rotherham Doncaster and South Humber NHS Foundation Trust

www.rdash.nhs.uk


This information is correct at the time of publishing Last Reviewed: August 2020

We are a smokefree organisation.Smoking is not permitted on any of our Trust’s sites

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DP7844/08.20

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