Transcript Improving patient satisfaction through food preferences

Emily Vautour
Dietetic Intern, 2007-2008
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Introduction
Procedures and
Methods
Results
Discussion
Limitations to the
Study
Conclusion
References
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The Cornwall Community Hospital (CCH)
◦ 170 bed acute care hospital
◦ Foodservice department of approx. 24 FTE
◦ Non-selective one-week cycle menu
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Providing patients with a means to
communicate food preferences to
foodservices has been associated with
increased patient satisfaction with regards to
food and foodservices
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Folio et al. 2002; Stein 2000; Oyarzun et al. 2000; Schwartz & Gudzin 2000
Relationship between availability of a food
preference form and food wastage
- Unpublished study conducted by 2006-2007 dietetic intern at CCH
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To evaluate the possibility of improving
patient satisfaction through food preferences
for a non-selective hospital menu
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Comparing patient
satisfaction survey
results from 2 groups:
◦ Group 1 – did not get a
chance to communicate
food preferences
◦ Group 2 – were offered a
chance to communicate
food preferences through
a Food Preferences Form
GROUP 1
Day Day Day Day Day Day Day Day Day Day Day Day Day Day
1
2
3
4
5
6
7
8
9
10 11 12 13 14
Tue We Thu Fri Sat Sun Mo Tue We Thu Fri Sat Sun Mo
Patient
Satisfaction
Survey
Distribution
Food Preference Form Distribution
Patient Satisfaction
Survey Distribution
GROUP 2
GROUP 1
GROUP 2
Appearance of
the meal
Flavor and taste
of the food
Appearance of
the meal
Flavor and taste
of the food
Greatly exceeded
expectations
29.03
10.71
55.56
55.56
Exceeded expectations
22.58
35.71
11.11
11.11
Met expectations
48.39
50
22.22
22.22
Did not meet
expectations
0
3.57
11.11
11.11
*Results are presented by the percentage of the total
number of respondents for each variable and group
GROUP 1
GROUP 2
Food
temperature
Choices available
Food
temperature
Choices available
Greatly exceeded
expectations
23.33
25
66.67
55.56
Exceeded expectations
50
20.83
22.22
0
Met expectations
26.67
41.67
11.11
33.33
Did not meet
expectations
0
12.5
0
11.11
*Results are presented by the percentage of the total
number of respondents for each variable and group
GROUP 1
Did you
receive what
was ordered
Courtesy of
the person
delivering
the food
Greatly exceeded
expectations
25
Exceeded
expectations
GROUP 2
Quality of
the food
Did you
receive what
was ordered
Courtesy of
the person
delivering
the food
Quality of
the food
43.33
23.33
57.14
77.78
55.56
25
40
30
0
22.22
11.11
Met expectations
33.33
16.67
46.67
14.29
0
22.22
Did not meet
expectations
16.67
0
0
28.57
0
11.11
*Results are presented by the percentage of the total
number of respondents for each variable and group
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The importance of patient satisfaction
◦ Role in achieving overall facility goals
◦ Influencing patients’ nutritional status
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Barriers in achieving patient satisfaction
◦ Negative, stereotypical attitude
◦ Perception of hospital food influenced by illness
and medications
◦ Repetitiveness of the non-selective seven-day cycle
menu
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Non-selective menu vs. patient-focused
foodservice system
◦ Deciding factors for keeping the non-selective
menu system for the study
 Limited time frame
 Cost associated with the transition
 Lots of planning
◦ Addition of a Food Preference form was more
practical in terms of time and cost
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Small sample size of Group 2
Appropriateness of Patient
Satisfaction Survey
Some patients from Group 1 seen
by RD for food preferences prior
to start of study
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Upward trend observed, however not
statistically significant
Existing barriers to achieving patient
satisfaction
Other possible benefits of having the Food
Preference Form
◦ Faster response to patients’ requests
◦ Less of RD’s time used for dealing with food
preferences
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