Patients Respond Enthusiastically to Nutrition Assistant Program

Abstract

LEARNING OUTCOME: To describe a service program which increases patient satisfaction with foodservice.Patient satisfaction is a key outcome indicator for Healthcare foodservice operations. Measurement of satisfaction with foodservice is complex and is more than a matter of food quality. Attitude of the staff who deliver menus and meals correlates highly with patient satisfaction. Patients’ perception of the attitude, warmth, efficiency, attentiveness, helpfulness, knowledge, and courtesy of staff influences their overall satisfaction with foodservice.To enhance patient satisfaction with nutrition services at this 420-bed acute care facility, an interdisciplinary team was formed. Using continuous quality improvement methods, the team established the mission of the Nutrition Assistant (NA) program, the NA job responsibilities, qualifications, and training process. Interviews were conducted using an established format and NAs were selected and trained. Nutrition Assistants are assigned to specific patient care units and provide all meal-related services to the patients. The NA for a given unit serves all three meals for the day, assists patients with menu selections, places orders for room service via the computerized order entry system. Duties also include daily inventory and replenishing of floor supply. Nutrition Assistants work collaboratively with the nursing staff and the dietitian or dietetic technician assigned to their unit.Patient satisfaction with Nutrition Services staff has risen significantly with the NA program. Nutrition Assistants regularly receive letters of appreciation from patients and their families. The program has demonstrated enhanced service in this era of cost containment.