data-led decisions: from outcome measures to operational
TRANSCRIPT
Mater.org.au
Data-led decisions: from outcome measures to
operational excellence
Sally McCray
Director Dietetics and Foodservices
Mater Group
Laura Barsha
Senior Foodservice Dietitian
Mater Group
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
✓
✓
Key Drivers Measures Outcomes
Nutrition and Foodservice Balanced Scorecard
• Food costs ($/OBD)
• Staffing costs
• Plate waste
• Extra/replacement meals
• Patient satisfaction
• Patient engagement
• Nutritional intake Energy req Protein req
• Menu quality/ compliance
Key Drivers Measures Outcomes
Nutrition and Foodservice Balanced Scorecard
• Food costs ($/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
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
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
Menu Design
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
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?
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
Laura Barsha
Senior Foodservice Dietitian
Mater Group