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Sparrow Hospital Foodservice Continues New Room Service (Vol 8, No 1)
Room Service gives patients more control over their food choices by allowing them to eat what they want (within their diet order) when they want to eat. Patient oriented food delivery systems have been correlated with overall patient satisfaction quality. Although often implemented to improve food satisfaction scores, a real benefit is that patients tend to eat better, feel better and waste less food.
How it works: When a patient is admitted with a diet order, a Food and Nutrition (FANS) Room Service Representative (RSR) will visit with a menu and a description of the diet order. The RSR will determine if the patient is capable of utilizing room service, if they need assistance with ordering, or if they would be better served with pre-selected meals at predetermined times. Room Service patients will call 4-FOOD (4-3663) between the hours of 6:30 am and 7:30 pm when hungry and the tray will be delivered within 45 minutes or less. During Phase One of room service implementation, April 17-May 15, 2007, patients not on pilot units will receive a pre-select diet.
The Room Service Menu is a restaurant style menu, including healthy options as well as everyday selections such as macaroni and cheese and milkshakes, comfort foods that would be common on menus outside the hospital. Menu items are tagged with the number of carbohydrate equivalents and a heart symbol if lower in fat, sodium and cholesterol. Items that are modified to be a healthier alternative (such as our soups) will be identified as heart friendly. Breakfast items will be offered all day long and the menu will feature made to order sandwiches and pastas.
When a patient calls in a meal order, software automatically brings up the patient’s diet information and ensures that the order is compliant with the current diet prescription. Nutrient goals for each meal and the day are monitored. If food requested exceeds the prescribed diet, the RSR will suggest alternatives. There will be a focus on portion sizes rather than elimination of certain foods as “unhealthy”. This on-the-spot diet education will help the patient assume responsibility of diet and models diet skills for when they go home.
Several times a day, FANS will monitor anyone who has not ordered a meal. If someone misses more than one meal, the RSR will call or visit them. If the patient does not order at least 800 calories a day, they will receive a visit to encourage eating and offer suggestions such as supplements. If the patient continues to order too few calories the RSR will order a nutrition consult with a Registered Dietitian.
Once the order is placed with the Call Center, the order is electronically sent to the room service production area. The food is prepared fresh and delivered immediately to the patient with a personal touch.
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