Implementation of a Service Recovery Program Due to Food Service Downsizing

Abstract

A Food and Nutrition Dcpartn dollar payroll reduction program (33%) in FY 96-97. The last phase of mis took place with the implementation of a patient tray cart rethermalization system and the elimination of 55 positions. The impact on customers was negative. Gaps in service level included some patients not receiving trays, hot food being served cold, poor food quality, long waits for trays, and inconsistent delivery of tube feedings/oral supplements/nourishments. Six months after implementation, a Patient Food Service Gold Standard Action Team (GSAT) was established to recover service levels. The effort was ted by a core team of four departmental members having strong, diverse management experience. All employees of Patient Food Services were members of the team. Objectives were to a) improve food quality, b) reassess functions and staffing patterns, c) develop an employee training program, d) establish a quality meat program, e) team build within, and f) enhance communication with Nursing. GSAT major accomplishments over a six-month period included a) altering the patient menu, b) changing from disposable to china entree plates, c) realigning staffing, d) documenting need for increase in staffing, e) developing an employee training program, f) establishing a quality management program, g) conducting regular meetings with first-line staff; h) sharing GSAT activities with Nurse Managers. Measures of success included meal rounds data, trayline audits, and patient satisfaction survey results. Patients stating “hot food not hot” has decreased from 8% to 1%. Response of “everything's okay” has increased from 50% to 97%. Tray accuracy, cart switch accuracy, and plating standards are consistently audited. This effort identified equipment problems, training deficiencies and performance issues. Currently, all performance parameters are consistently above 95%. Taste-testing helped to identify need for future product and recipe changes. Administration is reviewing the GSAT proposal for 6.8 FTE. Service recovery requires major investment of time and skills.