data-led decisions: from outcome measures to operational

Mater.org.au

Data-led decisions: from outcome measures to

operational excellence

Sally McCray

Director Dietetics and Foodservices

Mater Group

sally.mccray@mater.org.au

Laura Barsha

Senior Foodservice Dietitian

Mater Group

laura.barsha@mater.org.au

2013: First Room Service model in Australia Mater Private Hospital

2015: Mater Private Hospital Springfield Greenfield site

2016: First Room Service model - public patient group Remaining public and private hospitals

Mater Room Service Journey

sally.mccray@mater.org.au

✓

✓

Key Drivers Measures Outcomes

Nutrition and Foodservice Balanced Scorecard

sally.mccray@mater.org.au

• Food costs ($/OBD)

• Staffing costs

• Plate waste

• Extra/replacement meals

• Patient satisfaction

• Patient engagement

• Nutritional intake Energy req Protein req

• Menu quality/ compliance

Key Drivers Measures Outcomes

Nutrition and Foodservice Balanced Scorecard

sally.mccray@mater.org.au

• Food costs ($/OBD)

• Staffing costs

• Plate waste

• Extra/replacement meals

• Patient satisfaction

• Patient engagement

• Nutritional intake Energy req Protein req

• Menu quality/ compliance

✓ 25-27%

✓

✓

✓

Neutral

29% 12-17%

30% 0

P: 65% 85%

70% 99%

E: 63% 75%

64% 78%

McCray S, Maunder K, Krikowa K, McKenzie Shalders K.

Journal of the Academy of Nutrition and Dietetics.

2017

McCray S, Maunder K, Barsha L, McKenzie Shalders K.

Journal of Human Nutrition and Dietetics. 2018

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DATA Outcomes

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Tray Monitor™

• Tracks trays to determine time spent per journey leg - kitchen, cart, delivery, pickup

• Trays per patient – ordering patterns

• Patients per protocol – RS, RSA, Set Menu

DATA Operational Efficiency Clinical Management

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Tray Monitor™

• Tracks trays to determine time spent per journey leg (kitchen, cart, delivery, pickup)

• Trays per patient – ordering patterns

• Patients per protocol

Mobile Intake™

• Determines nutritional intake: plate waste - per tray, per patient, per day

DATA Operational Efficiency Clinical Management

sally.mccray@mater.org.au

sally.mccray@mater.org.au

Menu Design

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No. Ordered +

% Consumed

= Informed menu

decisions

Item Usage

+

Intake report

Patient Satisfaction

• ACHPFSQ (acute care hospitals patient foodservice satisfaction questionnaire) – annual

• PREM (patient reported experience measures) - monthly

• Tray feedback – immediate

Call Centre Data

• Call wait time

• Call time

• Call abandonment rate

• Call scripting

Meal Quality Audit (MQAs)

• Temperature, taste, appearance, accuracy

DATA Operational Excellence

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Measure outcomes (pre/post) ROI/Benefits Realisation/ Research

Utilise technology to full capability data

Data analytics

operational efficiency and excellence

clinical decisions and care

Our Advice?

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Thankyou

mater.org.au

• Mater Dietetics & Foodservices team

• Mater Data Analytics team

• CBORD Asia-Pacific Division

Acknowledgements

Sally McCray

Director Dietetics and Foodservices

Mater Group

sally.mccray@mater.org.au

Laura Barsha

Senior Foodservice Dietitian

Mater Group

laura.barsha@mater.org.au