Angela Misko

Sodexo Nutrition Association Discussion Boardreviewed; ss

assignment completed
Topic: Patient Experience


Jacquelyn Higgins Posted: Wed, Aug 28, 2013
Wondering if anybody has implemented any creative/innovative ideas to enhance the
Patient/Resident Experience? We are looking to increase our HCAPS Scores?

Paula Kaylene Coffey Posted: Sun, Sep 8, 2013
Since there are no questions on the current HCAHPS Survey that are specifically food or
nutrition-related, Sodexo's tools to enhance the overall patient experience would have
application to your situation. I suggest you take a look at the tools that are posted to the Patient
Resident Experience section on SodexoNet. I have attached a commitment form that I think can
be especially effective for Managers, RDs and patient foodservice staff.

Danielle Townsend Posted: Mon, Sep 30, 2013
Spirit Lifters or Pace Changers. Doing something special each month for patient services like
Soup Du Jour, Chef's Special, special dessert, novelty items like bookmarks, small holiday crafts,
etc. I've had nearby schools and nursing homes produce crafts for our patients.

Shannon Vukosa Posted: Wed, Oct 2, 2013
We have a volunteer take a beverage cart around 3 afternoons per week. She also asks a few
questions and collects meal round info for us as well. At a previous site, we ordered those
Starlight Mints and would hand those out when we did meal rounds.
Brief description of question & response: wonderful additional suggestions!
On August 28
th
, there was a question posted that asked for creative or unique ways to
enhance the patient experience and raise the HCAPS score. On September 8
th
, someone
responded that they should Take a look at the tools that are posted to the Patient Resident
Experience section on SodexoNet. This tool is an excellent source for creating a patient survey
or developing a plan of evaluation to raise the score. Super that you looked at this resource.
There are WONDERFUL resources for many things. Look on SodexoNet first and use them. I
would have answered the question more similarly to someone who posted a response on October
2
nd
stating that they have a volunteer taking a beverage cart around 3 afternoons per week.
A beverage cart or food truck is a great way to enhance the patient experience.
Depending on how often your volunteer works, or what type of facility you work in, I would aim
to make more visits than 3 afternoons per week. I have experience at an in-patient rehab center.
We implemented a program called I-CARE to enhance customer service and increase patient
satisfaction. The limitation with this method is that it takes time. Hiring a new employee may not
be feasible and giving the responsibility to an already existing employee will take away time
from their existing duties. Therefore giving the sole responsibility to a volunteer is an excellent
idea. Have a volunteer go to every patients room to collect feedback about meals and service.
Develop 2-3 standard questions to ask the patient, and have the volunteer record the answers. I
have found that patients are extremely compliant with giving feedback about hospital food
service.
You can also offer Fine-Dining as a weekly or bi-weekly event to patients. Create a fancy
invitation. You can choose to include menu choices on the invitation as well. Establish a day of
the week, a location to host the event, a meal time (ie. Dinner), and then determine a target
patient population to invite to this event (ie. regular diet patients only). Create a fine-dining
atmosphere by decorating the room similar to a banquet hall, and have greeters, hostesses, or
dietary aides serve guests in proper attire. The purpose of this event is aimed strictly to enhance
the patient experience and will also increase patient satisfaction. This method can be similar to
the response that was posted on September 30
th
stating, Doing something special each month
for patient services like Soup Du Jour, Chef's Special, special dessert, novelty items like
bookmarks, small holiday crafts, etc. In general, anything that aims to customize/give more
attention to the patient will likely lead to higher satisfaction and a greater patient experience.