Spoken Menu: A Menu Process Catered To The Patients Food Choices And Present Appetite.

Abstract

LEARNING OUTCOME: Verbalize benefits of Spoken Menu.In the new era of health care, patient demographics and acuity have changed. A Menu Madness II Quality Action Team was originated to study the current patient demographics and needs. The team consisted of 8 Nutritional Services employees. The Menu Madness II's study was consistent with hospital's across the country, that we are seeing older and sicker patients. Sixty percent of the patients were not interested or able to select then- own menu, the traditional way. To provide high quality customer service alternate menu selection ideas were evaluated. Based on research and current literature the Menu Madness II team adopted the menu process of Spoken Menu. The Spoken Menu utilizes a “Just hi Tune” theory, in that, just prior to Lunch and Dinner service each patient is seen for meal selection. This is the ultimate in customer service, as well as, marketing for the Nutritional Services department The menu selections include, two entrees and the beverage. The remainder of the meal and breakfast is pre-selected. A follow up patient questionnaire was conducted and the results revealed that patient satisfaction had unproved by 5 percent. Not only do the patients receive one on one special attention, but the Nutritional Services department receives attention as well. By streamlining the food choices, a decrease in production hours was realized, and a position on trayline was eliminated. Hours were decreased in the diet office, by utilizing volunteers and Nutritonal Care Clerks to present the Spoken Menu. This process has allowed the department greater awareness of patients food preferences and to provide exceptional customer service.