lessons from america - can we learn anything?

Download Lessons from America - Can We Learn Anything?

Post on 05-Dec-2014

380 views

Category:

Health & Medicine

3 download

Embed Size (px)

DESCRIPTION

 

TRANSCRIPT

  • 1. The Room Service Journey Glenn Schirg Executive Vice President, Room Service Technologies In association with
  • 2. Presented by:
    • Glenn Richard Schirg, MS
    • Executive Vice President Room Service Technologies Nashville Tennessee Tampa Florida
    • [email_address]
  • 3. Adoption of room service was Self Initiated by Food Services to Improve Quality of Service and Care Proactive not Reactive
  • 4. Rationale for Change
    • Conventional systems in use are based on 40-50 year old technology. It wasnt very good then, it hasnt gotten any better since
    • Study showed patients on cycle or non-select menus consumed about 50 per cent of nutrients provided
    • Information systems lagged causing large amounts of duplicate tray $
    • Food service was perceived as bad and nothing could be done about it
    • They were wrong!
  • 5. Faults in the Old System
    • Limitations on selections
    • Too long between time of order and time of meal delivery. In some cases a 25 per cent turnover in patients occurs within 24 hours for ADT or diet change
    • Meals were served at the convenience of nursing services, not patient
    • Patients served ready or not. Like or leave it
    • Tremendous waste
    • Menus never caught up with patients
  • 6. What Happened?
    • Baby boomers are the most highly educated consumers ever
    • Baby boomers question everything
    • Baby boomers expect quality and service
    • The patient/doctor or patient/provider relationship has changed
    • Healthcare users see themselves as customers, not patients
    • Competition between providers to provide best service is strong. (All doctors are experts?)
  • 7. Concurrent Events to this Change
    • Nutrition based software became readily available
    • Enables tracking and monitoring of patient meals and intake
    • Provides instant counseling for noncompliance
    • It is now possible to take a patient meal request by phone and transmit to production areas
    • Window between the order and meal delivery is closed. No diet changes, condition changes or interference with tests
  • 8. Room Service Process
    • Menus are restaurant style, designed specific to diet regimen
    • Patients order at their leisure, specify time of service
    • Catering takes order by phone (85 per cent target)
    • Foods are prepared a la carte and to order
    • Meals are plated, trolleys are dispatched to nursing units in 15 minute increments
    • Meals are delivered by Ambassadors
    • NO HANDOFFS
  • 9. Programming
    • Programs are custom to each facility using shared concepts
    • Stakeholders work to develop policies and procedures
    • Commitment and buy-in by stakeholders is critical element
    • Manner in which patient care is delivered changes
    • Requires a change in the corporate philosophy
  • 10. Major Elements
    • Insulin/medicine dependent diabetics
    • Medications administered with or without food
    • Patients requiring assistance
    • Identification of resources to assist those patients
    • Customer service training for all culinary staff
    • Area specific training:
      • Call Center
      • Ambassador
      • Cooks
      • Tray assembly
  • 11. From This
  • 12. And This
  • 13. To This
  • 14. And This
  • 15. Served by Professionally Trained Staff
  • 16. Having Fun - Job Satisfaction
  • 17. Catering Service Outcomes
    • Food Expense reduction ranges from 15-25 per cent
    • Labor-staffing increase is the norm for catering but not overall
    • Increase is dependent on current system used and who passes/retrieves meal trays
    • In many instances, FTEs are transferred from Patient Care Services, as the Ambassadors augment nursing care
    • Staff retention
  • 18. Clinical Outcomes
    • There is a direct correlation between patient satisfaction and clinical outcomes
    • Studies show that improved patient satisfaction improves clinical outcomes
    • Press Ganey states that If a patient is satisfied they truly are getting better patient care
    • Physician anecdotal comments relate patients get better faster and go home sooner
    • Patients learn to manage their diets
  • 19. Patient Satisfaction
    • Most US Hospitals retain an outside consulting company to measure and monitor patient satisfaction
    • In the United States; Press-Ganey has a market share of 50 per cent
    • The following slide reflects the change in patient satisfaction for food service at the Piedmont Hospital in Atlanta, GA, a premier 500 bed facility before room service, and one year later
    • Data is used with permission
  • 20. Changes in Patient Satisfaction Before and After (Press-Ganey)
  • 21. Halo Effect
    • Corresponding increase in patient satisfaction with Nursing Care
    • Increase of 1-2 points in overall hospital satisfaction (This is significant)
    • Press-Ganey Reference
    • Increased market share
    • Failure to act = ratings and ranking drops with no change in services
  • 22. Nursing Service Scores
    • Medical Cities Hospital-Dallas, Texas
    • Uses Gantt Scoring to measure patient satisfaction (4.0 scale)
    • Scores prior to pilot program: Nursing 3.4 Catering 2.5
    • Scores post room service pilot program: Nursing 4.0 Catering 3.4
    • Highest scores ever posted by this hospital
    • Unites piloted were Oncology and OB/GYN
  • 23. Unit Based Staff
  • 24. Summary Room service provides the opportunity to create a programme which addresses all of the issues identified in the National Standards for Better Health
  • 25. Research
    • University of Wisconsin-Stout
    • Masters Degree Thesis
    • Completed May 2006
    • The research paper is available from GWP at the following web site:
    • www.gwpdes