Implementation of an In-Room Patient Menu to Improve Customer Satisfaction.

Abstract

Utilizing customer feed back as the basis, the need was identified to provide the patient with a permanent in-room menu. This concept not only provides the “WOW” that all food service departments are striving for, but additionally it provides the customer with the perception that they are staying at a luxurious hotel. The content of the menu includes; the scope of patient support services (food service, environmental service, laundry, patient service associate, plant operations and maintenance, safety, security and the service center), the cafeteria hours, patient lunch and dinner daily features, alternative choices, a brief description of diets and the hospital mission and values statement. The in-room menu is utilized in tandem with the spoken menu concept. This collaborative process not only provides the patients with individualized conversation prior to each meal, but a menu which provides both themselves and family members a vehicle to utilize when making meal time selections. The purpose of the menu came from the customer feed back of “never received a menu” as well as from family members who want to assist their loved ones with making meal-time choices. This menu also allows a basic understanding about special diet restrictions that are prescribed. Most importantly this makes the patient feel as through they can take an active part in their care, during their stay. Individuals, whether patients or not, feel they understand food, and like both choices and control over what they receive, regardless if they are at a health care institution or the most luxurious hotel. This in-room menu is a concept that was able to exceed our customers needs and expectations during their stay.