Transcript Module 11

A certified food protection
manager training program
Module 11: Communication
DISCUSSION
Learning Objectives
• Identify sources of physical and chemical contamination
• Describe threats of deliberate contamination
• Discuss other types of toxins and the risks associated
with these
• Respond to customer inquiries and complaints
Chemical Contamination
Cleaning products, sanitizers, polishes, lubricants and
pesticides
• Proper storage:
– Away from food, utensils, and equipment
– Separate storage area in original containers
• Label properly if transferred to another container
• Careful use during operating hours
• Consider using conveniently located staging areas
• Safety Data Sheets
Physical Contamination
• Foreign objects accidentally introduced into the food
– Glass, metal from surfaces and utensils, packaging
material, rubber gloves, bandages, finger nails…
• Naturally occurring objects
– Bone, shells, dirt and rocks
• Can cause physical injury or cross contamination
Other Types of Contamination
• Naturally Occurring Toxins – Some food can contain
toxins that can make people sick
– Ex. fish, shellfish, and mushrooms.
Naturally Occurring Toxins
Fish Toxins - Produced by fish:
• Puffer fish, moray eels, freshwater minnows
Produced by microbes in fish
• Histamine/Scromboid toxin – from temperature abuse
• Ciguatoxin – from algae, accumulates in warm water
fish
• Shellfish (filter feeders) toxins (ASP, DSP, NSP, and
PSP)
Food Safety Infosheet June 2, 2009
POSSIBLESCOMBROIDPOISONINGAT
RALEIGH,NCRESTAURANT;
AMBULANCESCALLEDTOTHESCENE
Scombrotoxin poisoning
is caused by histamine,
which can quickly cause
severe allergy -like reactions
leading to vomit and
diarrhea. Scombrotoxin
can be created by bacteria
in temperature-abused fish.
10 patrons of EVOO in Raleigh stricken with possible histamine-induced illness
One paramedic unit was dispatched and called for backup when 10 patrons of EVOO
suddenly became ill on April 17th, 2009 . At least three patrons were taken to hospital
Certain
with stomach cramps, vomiting and dizziness. It has been determined since the
types of fish,
outbreak that the diners might have been experiencing scombr otoxin poisoning.
including anchovies,
Scombrotoxin poisoning is caused by histamine which can be cr eated by bacteria in
tuna and mahi mahi, are
at risk for scombrotoxin/
certain foods including fish and cheeses.
histamine
Wake County (NC) health officials r eported this week that conclusive data about the
contamination
cause might never develop, but incident r eports show all of the customers who
became ill ate salads. A sample of tuna was also sent for testing and a r ecall of
anchovies by a national restaurant food-supply company might be connected to the
illnesses. Temperature abuse of fish, cross-contamination and above-FDA allowable level of histaminecontaining anchovies may have all been the sour ce of the outbreak.
WHAT YOU CAN DOTOCONTROL
SCOMBROTOXIN
BUY PRODUCTS FROM APPROVED
SOURCES
Cooking, canning and freezing
will not reduce the toxic
effects of scombrotoxin. Buy
fish from reputable sources who
demonstrate proper handling.
CONTROL STORAGE
TEMPERATURES OF FISH
The toxin forms in a food when
certain bacteria are present
and time and temperature permit
their growth. Keep fish cold to
reduce the risk.
Contact Ben Chapman, [email protected]
or Doug Powell, [email protected] for more information
Naturally Occurring Toxins
• Amnesic Shellfish Poisoning (ASP) – confusion,
memory loss, disorientation
• Diarrheic Shellfish Poisoning (DSP) – chills, nausea,
vomiting, cramps, diarrhea
• Neurotoxic Shellfish Poisoning (NSP) – tingling and
numbness lips, tongue, throat, reversal hot/cold
sensations
• Paralytic Shellfish Poisoning (PSP) –tingling and
numbness
Mycotoxin - toxin
produced by molds
on grains, nuts, and
dried fruits
Toxin is not
destroyed by heat.
Deliberate Contamination
Food Defense is the prevention of intention contamination of food
Maybe you recall:
Addressing Food Defense
Be Observant!
How Can We Control These Risks?
Hazard Analysis Critical Control Points (HACCP) is a
proactive food safety management system for the analysis
and control of biological, chemical, and physical hazards
from raw material production, procurement and handling, to
manufacturing, distribution, and consumption of the
finished product.
Not mandatory, but laws are the minimum…
Hazard Analysis Critical Control Points
Many food service operations choose to use this system to minimize
risk of contamination.
Steps
Ex. Hamburger
1
Identify hazards
E. coli
2
Determine critical control points
Cooking Temp.
3
Set critical limits
155oF for 15 sec.
4
Establish monitoring procedures
Temp every batch
5
Set corrective actions
Heat longer
6
Record keeping and documentation
Prove it!
7
Establish verification procedures
Check its done
Customer Complaints
• Complaints can be complicated
– What really happened?
– Who is right? Is anyone right?
– What is the appropriate response?
• Every situation will be different
• Be prepared to address issues
• Have staff prepared to address issues
Managers and Customers
Are you prepared to handle:
• Questions about quality
• Questions about food sources, storage, preparation,
ingredients
• Quality complaints
• Illness/injury complaints
Servers and Customers
Your staff may be the first contacted by customers
• Keep your staffed informed with information commonly
asked for by customers
• Be receptive to questions and complaints. Avoid
confrontation or arguments.
• “I don’t know but I’ll find out” is a great answer… make
sure they know where to go for the answer.
Preparing for Crisis
1) Identify Key Contacts
2) Assess Potential Problems
3) Identify Audiences
4) Communication Material
Identify Key Contacts
Who
• Within your business
– Owners, managers, employees
• County Public Health
– Inspector and county leadership
• Emergency services
• Suppliers – make sure its good
What
• Contact information
• Establish relationships
• Understand expectations in crisis situations
Assess Potential Problems
What potential events do you want to have a plan in place
for?
A few examples:
• Sick worker (Hepatitis A)
• Customer illness or injury
• Served product subject to recall
• Customer complaint
Identify Audiences
Who should you contact in case of a problem?
• Within your business
• Public health and health care officials
• Emergency services
• Media
Communication Material
• Share information so people can make appropriate
decisions
• Establish trust and build credibility
How you communicate depends on the audience.
• Use simple language
• Explain the issue and risks
• Take on responsibility where appropriate
• Describe any action you deem in necessary for that
audience
What’s Your View?
What do you try to keep in mind when receiving a
customers complaint?
How Could It Have Been Prevented
• What was the hazard at the DQ shake?
• How could it have been prevented?
Activity
Activity
One of your food service staff just received a complaint
about a hair in a customer’s salad.
Server: “It’s the same guy who asked if the lettuce was
GAP certified and if the dressing had peanut oil. And he
has a BEARD! I totally know its his own hair. I even told
him so, and now he wants to talk to you.”
Activity
In groups of 3-4 discuss:
• How do you deal with this customer?
Now, discuss:
• What would you say to the server?
• How would your response change if it was a call about
foodborne illness?
Quiz
How many steps are involved in making a HACCP plan?
a)
b)
c)
d)
5
6
7
8
Quiz
How many steps are involved in making a HACCP plan?
a)
b)
c)
d)
5
6
7
8
Quiz
Food Defense is:
a) The prevention of intentional contamination of food
b) The prevention of accidental cross contamination
c) Controlling the temperature of food to prevent growth of
bacteria
d) None of these
Quiz
Food Defense is:
a) The prevention of intentional contamination of food
b) The prevention of accidental cross contamination
c) Controlling the temperature of food to prevent growth of
bacteria
d) None of these
Case Study
How It Happened
What Went Wrong
Riley Chase
ordered a
vanilla shake.
Tasted like
chemicals
A container
with chemical
cleaner was
left in a sink.
Another
employee put
vanilla in the
container with
out cleaning it.
Case Study
Afterword
Prevention
Use properly
labeled
containers
Employee
communication
Communicating
with customers,
authorities,
media
Review
• Chemical, physical, biological contamination
• Intentional contamination
• Customer complaints
• Communication