FANS Children's Positive Impressions by Morrison Healthcare

children’s

positive impressions food and nutrition services

Welcome to Morrison Healthcare’s Positive Impressions Handbook for Children’s Hospitals. Compass Group’s efforts regarding patient satisfaction began with the birth of our company and have grown over time. In 2008, we developed the “HCAHPS Strategies for Immediate Implementation,” which helped focus accounts on the new concept of HCAHPS and its impact on our clients. In 2012, Compass One Healthcare introduced Positive Impressions, Compass’ new patient experience, HCAHPS, and third-party patient satisfaction approach.

Appearance

4 5

Since the inception of Positive Impressions, the approach has continued to evolve with the market’s needs. We are happy to say that the Positive Impressions Approach continues to evolve in order to be service-line and hospital-specific. Today, Positive Impressions consists of strategies that are tailored to Food and Nutrition Services, Environmental Services, Patient Transportation and Facilities Management. Additionally, to meet the needs of our client partner hospitals, a tailored approach for specialty hospitals have been created, including this alignment for Children’s Hospitals.

Non-Verbal Cues of Meal Service

New Admission Visits

While obtaining and sustaining high patient satisfaction scores is essential, at Compass Group, we believe that developing a culture of service is just as important. Each of our associates is considered a healthcare provider who plays an essential role in the care of each patient. Food is medicine, and our service professionals have the power to heal with the comforting foods that they serve to their patients. In essence, this is our goal: to exceed patient expectations and create the healing environment that we would want for our family and friends. This is where the Positive Impressions approach, hand in hand with operational excellence, plays an integral role in the patients’ experience.

Our Unit-Specific Action Plans

Your Positive Impressions Handbook is broken down into four distinct sections: Defining Moments, Engagement, Tailored to Fit, and Expertise. These sections mirror Compass’ strategies in understanding and driving patient satisfaction results. The Positive Impressions Approach has propelled Compass One Healthcare to the forefront of our industry, and we look forward to sharing the strategies with you in the subsequent text. Your journey for knowledge shouldn’t end with this handbook. Compass’ Patient Experience Team has developed supportive material that provide additional training, monthly e-Learning Modules, scripting tools, a Patient Experience Forum, shared best practices, and information regarding third party vendor patient satisfaction tools for you to explore. Lastly, lean on Compass One Healthcare’s patient experience experts to help you develop strategies, answer questions, and/or provide on-site support.

D E FIN I N G MO ME N T S

Service Recovery

Meal Service Satisfaction (Scripting)

COVID Scripting

TA I L O R E D TO F I T

16 17

Posting Digestible Data

Themed Menus

Right People, Right Places

Weekend Strategy

E N G A G E ME N T Staff Engagement

Employee Teams/Councils

Employee Recognition

Nursing Engagement

E X P E RT I S E

Third-Party Patient Satisfaction Surveys

Child Hospital Consumer Assessment of 40 Healthcare Providers and Systems (Child HCAHPS) Third-Party Survey Patient Mix Adjustments

Patient Experience Forum and e-Learning Modules

APPEARANCE

Our appearance is critical in defining the moment of truth. Studies regarding patient expectations have indicated that the patients and guests visiting the facilities that we serve expect our staff to be dressed professionally, be free from strong fragrance, and have limited tattoos and piercings.

defining

moments

Compass One Healthcare has developed an appearance standard found in our standard operating procedures, or playbooks. Many of the organizations we provided services to already have appearance standards in place. If that is the case, follow the client partner’s standards. However, many clients do not have appearance standards.

We’ve all heard the phrase “moment of truth.” These moments can be fleeting, can pass quickly,

Personal Appearance Guidelines

and might not happen again. It’s important to

A few guidelines to follow including appearance standards.

understand that we own the moment of truth. Our first standard, Defining Moments, embodies this philosophy. In Defining Moments, you’ll learn to “set the stage” for your patients’ meal experience.

• Cosmetics allowed in a conservative manner as defined by management team, unless used for a medical reason. • Fingernails should be neat and clean, and free of polish, and tips of nails should not extend past the finger. • Heavily scented shaving lotions, perfumes, and colognes should be avoided. • Daily showers and use of deodorant are expected. • No visible tattoos or body painting are allowed. Your uniform must cover all tattoos. • Uniforms pressed, and shoes polished. Safe, slip-resistant shoes appropriate to your department. • Employees are allowed two dime size, non hanging piercings per ear. Piercing other than that noted above must be removed during work hours. • Wear proper PPE (person protective equipment) as outline by your Infection Prevention team at the hospital.

Non-verbal Cues

Seasonal Festive Costume – Around the holidays, being in a hospital can become

Of meal service

more challenging than most days. Patients are feeling anxious, sad, and worried they

Our non-verbal cues of meal service set the stage for our patients. Proper plate

are missing out on the holiday celebrations. Many of our teams have participated in

presentation, availability of menus and options, and tray appearance standards

seasonal “festive dress” as appropriate to bring a smile to the children’s faces. This

can enhance a patient’s perception of the quality of the food, temperature of the

includes many festive custom variations that include, but are not limited to: antlers,

food, and meal satisfaction overall. With menus at the bedside, and the patient’s

holiday buttons, Halloween costume accessories, Valentine’s Day bow ties, small

prescribed diet order information available to them at all times, the children and

holiday earrings -- please note: all festive wear must be safe to wear to ensure a safe

family members will know, and believe, that they have choices and a say in this

working environment, must not hang low to fall into chemicals, under machines,

aspect of their experience. When a parent understands the choices that their child

and/or limit visibility. All costumes must be approved by Department Leadership prior

has, even when their child is on a restricted diet, they feel an increased level of

to use on the hospital units. The goal of the festive dress is to lift spirits, no morbid or

satisfaction by knowing that their child will be provided with items that they will

offensive costumes will be allowed.

enjoy and most importantly, is similar to what they will eat when in the comfort of their own home. It is important we ensure that these cues are in place, every meal, for every patient. Consistency is the key to success! Here are several examples of non-verbal cues of meal service that we put in place to show patients that we care about personalizing

first impressions

safety

the meal experience. For further examples, please visit the Patient Experience page on MyCompass.

• E.V.S. - Eye Contact, Voice Projection and Smiling is more important now than ever. The acronym we will use moving forward is W.A.V.E. • Wave or hand gesture to the patient along with initial greeting (speak with your hands since they can’t see your smile) • Act with kindness and empathy • Voice Projection (more important than ever with PPE usage) • Eye Contact (the only part of your face not covered by PPE) • Our patients hear our smile, even through our PPE. • Upon entering the patient room, hand hygiene must be practiced. Teams must visibly rub their hands while addressing the patient with a core safety message.

Themed Menu Tray Mat Child Bib Napkin Bands Child Mask

(Patients may inquire as to our protocols or procedures due to COVID-19 concerns).

NEW ADMISSION

visits

It is vital that the parents of our young patients understand who to contact when they have a Food and Nutrition Services need or request. New admission visits ensure that each patient receives a warm and friendly welcome from our department. All

Example Step 1

ADDRESS THE PARENT/GUARDIAN (if patient is a teenager, consider interacting with them directly)

inpatients should be visited within the first 24 hours of being admitted by a member of our leadership team. This is our opportunity to set or reset expectations, and

Hello Ms. /Mr. _______, my name is _________, and I am a ________ with Food and

explain the meal ordering process. Also, it’s a great opportunity to understand what

Nutrition Services. I want to welcome you to _______________and explain the meal

the patient’s, or family/guardians’, expectation of meal service might be. If there is

ordering and delivery process, walk you through our menu, tell you about the many

a dietary restriction that was not previously noted, a child preference, or a preferred

options we have, and address any question you may have regarding the ___________

time of meal delivery, this is the perfect time to capture what will make that family’s

diet your child is on.

meal experience a good one. The Food and Nutrition team’s proactive approach to addressing any items that are extremely important to our patients is appreciated by our guests and can set the stage for the next interaction with our Patient Dining

May I ask the child’s name and date of birth? [If Parent/Guardian provides the child’s name, greet child in pleasant manner]

Associates. Below are suggestions on key discussion points that can ultimately

[Addressing the parent/guardian] Throughout the day, he/she will see a dining

optimize the patient and family interaction during new admission visits:

associate—today, I, (state name), am serving you. I will (describe meal order taking/

When working in a Children’s Hospital, often times we approach a room full of parents, guardians, friends, or family members. It is recommended that two separate interactions take place in the room, with the child and adult population, so that the needs of the patient and guests are captured and addressed in real time. Addressing

delivery method – script must be tailored to the patient program you are offering at your hospital) I will take excellent care of (child’s name). (Explain and walk through menu. Include acknowledging any allergies, additional diet for parent or breastfeeding mom, describing guest meal options or cafeteria hours).

both parties will allow us to communicate a clear, consistent message on what the

Is there a food and/or beverage preference within the child’s prescribed diet order

overall expectations of service are during the patient’s stay.

that is of great importance to you or (child’s name)? It is our job to make sure (child’s name) is eating well and enjoying each meal during his/her stay with us. If there is anything we can do throughout his/her stay, please contact us at [leave a business card, or show where a number can be found

to contact our department] and someone will immediately respond to your needs. Thank you for your time. We hope to see (child’s name) in good spirits soon.

Step 2 ADDRESS THE CHILD (if appropriate)

service

recovery

Hello (name) my name is ________, and I’m with the Food and Nutrition department.

Great service can be defined by how we recover from our mistakes. Let’s face it;

You can tell who’s on my team because all Food and Nutrition staff wears a ______

errors do occur, and mistakes do happen. The service recovery we provide is essential

color uniform and bring you delicious food and some of your favorite drinks. What’s

in ensuring a positive patient experience. Many of our client organizations have

your favorite color? That’s a really good color. (Coach associates to make a personal

service recovery strategies in place. If you currently operate in a facility with a service

connection. Color is a good example. Commenting items like a book, toys, or movie/

recovery program, adopt it. Train your staff on the techniques of service recovery as

video game in the room is a great way to build connections with the patient and

provided by the facility in which you operate.

guardian in the room. Look around the room and find items you can address. Room decorations).

Many organizations do not have a service recovery program in place. If you work in a facility that lacks a service recovery program for frontline staff, consider adopting

You will see my team every day. Please let us know if you need anything during your stay here with us. Is it ok if I leave a little gift with you? (Leave one of the items below or another whimsical item from FANS.)

Compass One Healthcare’s A.C.T. Service Recovery Program. When mistakes occur, we should do our best to visit the patient to offer our apologies and deliver a gift of atonement. The following steps should be taken immediately upon acknowledgment of our mishap.

PLACE HOLDER FOR NEW GRAPHICS

It is our way of telling you we are thinking of you and hope you get well soon.

Examples of atonement items here.

Step 3 EXITING THE ROOM [Address the parent/guardian and child, wave, eye contact, voice projection, and smiling is key] Thank you for your time and please let us know if there is anything we can do to make each and every meal experience a very good one. I will see you at B/L/D or I’ll see you tomorrow. [Exit room and shut door if appropriate]

A.C.T.

Apologize, Correct & Take Action A.C.T. (Apologize, Correct and Take Action) has proven to be successful in many organizations across the United States. It simply teaches employees how to blamelessly apologize, empowers them to correct the deficiency on the spot, and asks them to take action so that the issue doesn’t reoccur. When a service recovery moment is discovered, stick to the following steps.

apologize Apologize using a blameless apology. Don’t say “I’m sorry you feel ____.” This will simply elevate the patient’s complaint. Instead, state, “I’m sorry to hear that ____.”

correct

satisfaction scripting

If the facility suggests scripting format/guidelines, we should adhere to it. It’s

important that you tailor your facility’s scripting format to fit our department function. The meal service satisfaction scripting is to be used throughout a patient’s stay. Following the initial introduction of the menu and meal ordering process to the child and parent/guardian, the associates are to ensure that they educate on diet restrictions when necessary, manage up the always available options, take proper meal orders, and let the patient/family know when they can expect to enjoy their meal. The following represents the optional scripting methods that are to be followed if there is no facility standard:

If possible, correct the deficiency immediately. Frontline staff should be empowered

[Enter the room]

to correct minor issues on the spot. For instance, a missing condiment, meal item,

Acknowledge the parent/guardian when you enter the room either through a gesture

utensil or beverage can be addressed rather easily and quickly. If a patient did not

or a “hello.”

receive an item ordered or did not receive a tray, the employees should communicate these missed opportunities to management and involve them in the recovery process.

take action Document each service recovery opportunity, and keep track of them. Compile a report periodically that details complaint trends, common issues, etc. This will provide you with a great picture of what your patients are experiencing. It is recommended that service opportunities are followed up on within 2 hours of receipt of the complaint. We are only as good as our last meal and we must ensure that the same concern doesn’t arise during the next meal period. At some Children’s Hospitals, we provide some immediate atonement items for the children if an issue does occur. This does not correct the issue but may put a smile on the child’s face and provide a sense of caring from our team. Even if the complaint is from the parent/guardian/friend/family, the gesture of a gift of atonement for the patient or children in the room may offer a gesture of empathy toward the situation. Examples of atonement items can be seen on the previous page.

Meal Service

Address the child if of age to understand: Good morning/afternoon/evening. My name is _________, and I am with Food and Nutrition Services. I am here to discuss our fun menu with you and discuss the food options that are always available to you. My job is to ensure that I deliver what you order and that you have fun enjoying some of your favorite foods. I’d love to take your meal and drink order if now is a good time to do that. Follow-up with the parent/guardian: Your child is on a _________diet. He/she is able to enjoy (outline key items within diet). Are there any preferences or restrictions that you’d like me to note before I take (child’s name) order? Be sure to follow proper Morrison Healthcare standards following patient identifiers and checking in with nursing regarding potential diet changes and/or updates. Also, be sure scripting is CMS compliant. To view scripting guidelines, look on the MyCompass intranet resource page, or reach out to the Patient Experience Team for clarification of CMS rules.

New Admission Visits-COVID Extended periods of uncertainty give rise to unanticipated needs and anxiety. Patients and families respect the commitment and risk that front-line caregivers have embraced and are relying on them in this time of crisis. Understanding and meeting their needs with communication and transparency is essential. This is a critical moment and important opportunity to build unbreakable bonds of trust with patients and families that will extend long past the pandemic. Refer to the following guidelines when planning to resume patient visitation: •

Review a copy of your hospital(s) patient visitation policy to adapt and align with post-pandemic strategies, especially with the organization’s approach to PUI contact. Connect with the hospital’s PX leaders prior to resuming patient rounds.

• I f

the hospital has restrictions specific to in-person patient rounds, implement tele-

Scripting should be a focus of training for all new hires and for existing staff. Examples of training opportunities are as follows: a. New Hire Orientation b. My Gr8 Start Training c. Gr8 Start Meetings d. Annual Training e. I n-Service Training (Positive Impressions, Culinary and/or Patient Program Training) Remember, scripting is more than the spoken word. Scripting should also be used in all patient correspondence and by each member of the Food and Nutrition team. Examples include: a. Tent Cards

rounding, as approved by your client partner (2 phone call attempts per 24-hour

b. While You Were Out Cards/Sorry We Missed You Card

period).

c. Great Living Menus

•R eassess

priority units. Ensure that the units of immediate focus make up at least

60% of the total patient satisfaction surveys.

d. Manager’s Patient Visitation Surveys e. Associate Scripting When Taking Orders, Passing Trays and Picking Up Trays f. New Patient Admission g. Employee Shadow Reports

Manager Rounding by Phone Verbiage “Hello, this is _______ from your food and nutrition department. I typically would be visiting you in person to check on your stay; however, in an effort to practice social

The “scripting” model is to be consistently used in your facility. Holding everyone accountable for the use of scripting is key to your success.

distancing, we’re making phone calls right now instead. I wanted to ensure we’re

Please observe the following items to ensure scripting is taking place:

meeting all of your and your child’s needs and expectations with your meal and

a. Introduction of Menu to New Admission

service experience. Did you have a minute to talk with me about your stay with us so

b. While Taking Orders

we can verify you’re happy and comfortable with our services?”

c. Presenting Patient Meal d. Catering Rounds

If Yes: “Great, Mr./Mrs. Patient. Thanks so much! We really want our food to be ‘very good.’ The nurse can contact me easily if you need anything. Please reach out if there is anything I can do for you during your stay.”

e. Tray-Pick Up f. Nursing Interaction g. Diet Education

If No: Now’s the time to ask more questions. •H as

the food service staff been helpful and courteous?

•H as

the temperature of your food been acceptable?

•W hat • I s

there anything that you or your child eat at home that we could offer?

•H ave

did you have for your last meal? How did it taste? you received everything you ordered?

Unit-Specific

action plans

Unit-Specific Action Plans are developed with this in mind. Many hospitals have failed by focusing attention on one or two initiatives, facility-wide, to drive patient satisfaction. They’ve taken the one size fits all approach. Successful organizations and successful Food and Nutrition Services partners understand that they must focus

tailored to fit

There is no cookie cutter approach to patient satisfaction. Each hospital has its own distinct personality and culture. Even facilities in the same geographical area take on different personalities, and to understand the uniqueness of each organization we serve, you must take time to understand and adapt to the culture.

on customer segmentation by developing unit-specific actions for each unit that they serve. Additionally, the accountability for success or failure surrounding the execution of these plans are vital to their overall achievement. When developing unit-specific action plans, it’s important to note that not all units are created equal. You might experience a tremendous amount of success on specific units, while other units seem to struggle. The best way to address this from a planning standpoint is to set unit-specific targets as displayed below. Understanding that when all units progress the entire department improves and serves as a primary element to driving patient satisfaction scores.

Unit-Specific Targets - Example: Current

3 Med Surg 4 Central 5 Main 6 Oncology 7 Cardiology

Goal

74.6 79.6 78.1 82.1 73.9 77.9 81.6 87.6 82.0 88.0

Action Plans also act as a tool for assigning tasks, holding the responsible parties accountable to those tasks, and seeing action items executed through completion. When team members have the opportunity to contribute to, and are personally held responsible for accomplishing certain tasks, they have program “buy- in”. It is this ownership that typically leads to more favorable outcomes.

strategy 1

strategy 4

Develop a mechanism to better understand and exceed expectations of meal satisfaction and the courtesy of the person serving the meals.

Develop unit-specific plans on under performing units.

Tactic

Responsible Party

Completion Target

Progress Notes

Evaluate priority units on a quarterly basis.

Develop script for patient visitation when interacting with patients who are on NPO.

Determine which patient demographic groups may be rating us the lowest on priority units (age group, sex, LOS, primary language, ED admission).

strategy 2 Ensure employees are deployed in a way that benefits patient satisfaction outcomes. Responsible Party

Completion Target

strategy 5 Ensure that there is a recognition plan in place that is tied to individual performance on surveyed units.

Progress Notes

Use patient satisfaction scores, patient verbatim comments, and shadow report outcomes to assess PDA performance and match top performing PDAs with priority units.

Tactic

Responsible Party

Completion Target

Progress Notes

Develop employee-led council that is focused on peer recognition and determining the rewards and/or recognition that are most important to the staff. Determine a mean score average for server recognition. Every unit that is in and out of each pod will have a temperature score and goal so that there is recognition tied to the servers’ impact on temperature outcomes.

strategy 3 Promote department collaboration with nursing.

Conduct Power Plates, 1 per manager, per week and ensure that every menu item is captured over time. Track and trend Nursing feedback using the Power Plate Review surveys.

Completion Target

Determine which Food and Nutrition specific survey question will be measured and posted for the staff to own. Contractual language should take precedence.

Ensure that menus are provided to each and every patient. Increase number of shadow reports to validate.

Tactic

Responsible Party

Ensure that department leadership has access to the third party vendor database.

Determine high priority units of focus and assign floor owners to ensure that patient visitation takes place consistently. Managers will involve PDAs in the patient visitation process at least once per week.

Tactic

Responsible Party

Completion Target

Progress Notes

Ideally, Action Plans are reviewed on a monthly basis. At this time, strategies should be evaluated, edits should be made as needed, and new completion dates and responsibilities should be assigned. Finally, summarize successes, lessons learned, and next steps.

Distribute 2 thank you cards to Nursing, per month, for collaborative efforts around managing up, passing trays on drop units in a timely manner, etc. Conduct a celebration on the nursing unit when the unit-specific goal is achieved.

posting digestible

data

Displaying patient satisfaction scores in an easy-to-understand format requires a certain degree of creativity and effort, but the results can be substantial. If done correctly, posting this information allows us to accomplish several important things:

Effective Digestible Data Boards include: • A creative, engaging theme

raise awareness, and highlight the importance of patient satisfaction.

• A creative title that goes along with the theme of the board (stay away from titles such as Press Ganey, or “Scores”)

The term “digestible” suggests that advertising numbers, or stoplight reports alone is

• Mean scores, or top box scores are presented (not percentile ranking)

share results, increase motivation and friendly competition among staff members,

insufficient. Instead, one must “think outside the box” to generate something that is both visually stimulating and easy to maintain, as this visual aid should be updated monthly. In other words, your data display should be professional and neat, but efficient as well.

• There are symbols that represent individual units with a unit score and goal • Includes a date of update, as opposed to the timeframe that the data represents (we want to shy away from our patients viewing the scores as “old data”)

In the midst of the daily chaos at work, it can be difficult to make patient satisfaction a primary focus, so let the digestible data enhance your efforts. Constant exposure to patient satisfaction goals goes hand-in-hand with a heightened understanding of those factors that contribute to better scores. As an ever-present reminder, digestible data assists in keeping patient satisfaction on the forefront of team members’ minds, and this yields more positive results. There are a few examples of digestible data posters available through Compass One Healthcare for a minimal charge, however, we encourage our management team to get creative and create their own if they have a member on their team talented enough to do so. In the spirit of children’s hospitals, keep it light and fun!

ON YOUR WAY UP On Your Way Up!

Batting for Improvement

Hot Air Balloon Competition

Baseball Competition

Example ideas include: baseball competition, hot air balloon competition, football competition, heating up patient satisfaction thermometer (all available through Compass One Healthcare). If you need ideas, please reach out to any member of the Patient Experience Department for brainstorming and resources. These posters are not required; however, posting digestible data for each account is required during your standardization audit. Examples of these posters can be found on the following page.

Driving Up Patient Satisfaction Thermometer 20

themed

family & community engagement

menus

In Morrison Healthcare, we take great pride on our impact on healthy living for children and the surrounding communities of the hospitals that we serve. Our Culinary experts

Customizing a child’s meal experience begins with understanding the key milestones, desired learning activities and special things that would make them feel at home in a hospital environment. Our themed menus provide children and their families with additional options that will excite the child during the most important times in his/ her life. This Tailored to Fit strategy allows our managers to work alongside Nursing to gather birthday and special events from the family/guardians of our smallest

and Food and Nutrition leaders look to bring families together to educate them on making nutritious, fun foods! If a child wants to make their own trail mix, or Chocolate Cloud smoothie, a Chef will provide a special visit, and provide a hands-on cooking class. Our children will have the opportunity to go home with their own chef hat and apron so that they can make the items learned in the comfort of their own home, when they’re well, healthy, and happy.

customers so that we can plan ahead, heal and excite with the most memorable

parent/guardian engagement

meal experience that a little one can only dream of.

When a child is ill, parents/guardians become guests of the hospitals. They frequently sleep, and eat, in the hospital, not wanting to leave their child’s side. With that said, Superman Sliders, Batwings, and Turkey Cheese Pinwheels may not always be on the Party Like It’s Your

Birthday Pizza Party Cheese Sticks with Marinara Sauce Pick Your Favorite Toppings Pizza Pepperoni • Sausage • Ham • Pepper Mushrooms • Onion • Olives • Pineapple

Vegetable Cups with Hummus Celebration Birthday Cake

top of their desirable meal option list. Outside of managing up our retail offerings. It Superman Mini Sliders, Batwings (chicken wings), PB Batman Sandwiches Thor Hammer Snacks X-Ray Vision Bites with Ranch Dip (carrots, celery and cucumbers) Robin’s Super Charged Chocolate Cupcakes, TNT Sugar Cookies Kryptonite Lemonade

BBQ Party

is essential that our Food and Nutrition departments provide an adult, or guest menu so that we have the opportunity to exceed the parent/guardian experience. Please reach out to your Patient Experience Team, Patient Dining, and/or Culinary Team for best practices and recommendations

Pulled Pork or Chicken Sandwiches Baked Beans Mac and Cheese Green Salad with Ranch Dressing Celebration Birthday Cake

HAPPY

Power of Food Boosters AVOCADOS BANANAS BLUEBERRIES

BROCCOLI BROWN RICE

PLEASE CALL

36 63

Tea Party Mini PB&J SANDWICHES Cream Cheese Cucumber Sandwiches Turkey Cheese Pinwheels

P ING U FUN W OK

CINNAMON GINGER ROOT

is packed with flavor and is one of earth’s greatest treasures as it can treat nausea, motion sickness, gas and upset stomachs.

GRAPES

are crisp, refreshing, and contain powerful antioxidants – these may slow of prevent various types of cancer.

Orange or Raspberry Tea (hot or cold)

36 63

PICK YOUR FAVORITE:

contain many essential vitamins. One cup of raw green beans contains almost 10% of daily recommended folate. Folate is extremely important during growth periods including pregnancy, infancy, and adolescent stages of life. is one of the healthiest vegetables on the planet 33 calories per cup, this super-nutritious leafy green may provide significant health benefits, including cancer protection and lowered cholesterol.

LEAN PROTEINS

are essential for strong bones and healthy metabolism. Animal lean proteins include chicken, fish, and turkey. Plant based protein sources include peanut butter, beans, and whole grains.

LEGUMES

Only ½ cup of legumes (like black beans) provides 90% of the recommended daily intake of folate which is needed for the formation of red and white blood cells. are a great source of potassium. Potassium helps keep your blood pressure under control and helps with muscle and nerve function. A serving has as much potassium as an orange! is a good source of protein, B vitamins, calcium, unsaturated fats, and fiber. Chewy, but moist, oats are sweeter and nuttier than other grains because of their higher lipid profile.

PINEAPPLE

is an excellent source of Vitamin C, which is a strong antioxidant that helps combat the formation of free radicals known to cause cancer.

POTATOES

provide 30% of your daily value of vitamin C, along with the carbohydrate, potassium and energy you need to perform at your best!

RED TOMATOES

contain lycopene, which gives them their red color, and may be associated with lowering the risk of certain cancers and heart disease.

SPINACH

Calorie for calorie, leafy green vegetables like spinach provide more nutrients than any other food. Spinach is an excellent source of vitamin K, vitamin A, magnesium, folate, manganese, iron, calcium, vitamin C, vitamin B2, potassium, and vitamin B6.

STRAWBERRIES

8 medium strawberries provide 160% of the recommended daily value for vitamin C. A medium orange by comparison, provides 123%.

SWEET POTATOES

PLEASE CALL

is good for the soul and body. It is known as the “Jewish” Penicillin for its healing properties. has one of the highest antioxidant levels of any spice! Antioxidants help the body fight against diseases.

SWEET BELL PEPPERS

Bite Size Chocolate Cupcakes Rainbow Sprinkled Sugar Cookies

Switching from white rice to brown rice is an easy way to increase the whole grains in your diet! Whole grains are higher in fiber and can help reduce your risk of heart disease.

are an excellent source of vitamin A, also known as retinol, is responsible for maintaining the health of your eyes.

OATMEAL

Fresh Fruit Skewers

One 3⁄4-cup serving of steamed broccoli contains more vitamin C than a typical orange, and it’s also high calcium, vitamins K & A.

provide you with 20 essential vitamins and minerals to include vitamin C, vitamin A, vitamin, K, iron, and calcium.

CHICKEN NOODLE SOUP

MUSHROOMS

Enjoy a special visit from our Chef along with a hands-on cooking class. Plus...take home your very own chef hat, apron and a video of your class.

One cup of raw blueberries provides 36% of your recommend daily allowance of vitamin K, which is essential for healthy blood clotting and may support bone health.

CARROTS

KALE

THE CHEF

are known for their high fiber and water content. These nutrients help promote regularity and encourage digestive health.

BRUSSELS SPROUTS

GREEN BEANS

ITH

WHEN YOU ARE READY FOR YOUR MEAL

are a source of healthy fats! Healthy fats are more heart friendly. Not only are avocados tasty, they are packed with vitamins, minerals, and fiber.

WHOLE GRAIN PASTA ZUCCHINI

are high in the eye-enhancing and immune-boosting Vitamins A and C. are nutrient powerhouses with vitamin C, fiber, potassium, vitamin E, iron, and magnesium, which are beneficial for cardiovascular health. is a good source of fiber and are particularly high in B vitamins, including niacin, thiamine, and folate. Whole grains also act as a good source of antioxidants. serves as a good source of vitamin C. A water-soluble antioxidant, vitamin C dissolves in your body fluids and protects your cells from free radicals.

Your diet, like your medication, is an important part of your treatment and may speed your recovery. You will receive the diet ordered by your doctor who may transition your diet through your stay. REGULAR: No diet restrictions. HEART HEALTHY / CARDIAC / LOW SODIUM: Foods are prepared without salt and include fresh fruits/vegetables, lean meats and whole grains. Salt packets and added fats like margarine, gravy, and salad dressing are limited. CONSISTENT CARBOHYDRATE: Carbohydrate containing foods have the greatest effect on your blood sugar. You will be served the same amount of carbohydrates at each meal. Foods that contain carbohydrates include breads,

cereals, potatoes, pasta, rice, beans, milk and milk products, fruit and fruit juices, sodas and sweets/desserts. CLEAR LIQUIDS: You will be served clear liquids including juices, coffee, tea, broth, and jello. Milk or cream with your coffee will not be served. FULL LIQUIDS: In addition to clear liquids, you may enjoy milk and milk products including pudding and yogurt. MECHANICAL SOFT: Foods are soft and easy to chew and swallow, they may be chopped or ground.

UID MENU + CLEAR LIQUID MENU FULL LIQ JUICES Apple I Grape Cranberry | Orange Tomato I Prune CEREALS Grits I Cream of Wheat DESSERTS Pudding: Vanilla I Chocolate Sugar-Free Vanilla Sugar-Free Chocolate Ice Cream: Vanilla I Chocolate Italian Ice | Popsicles Sherbet Gelatin: Regular I Sugar-Free

BROTHS Chicken I Beef Vegetable STRAINED SOUP Tomato Chicken Noodle HOT BEVERAGES Fresh Brewed Coffee Regular Tea Decaffeinated Tea COLD BEVERAGES Iced Tea | Ginger Ale Diet Ginger Ale Cola I Diet Cola

Morrison Believes In The Power Of Food Its power to advance a healing and healthful mission. Its power to connect, comfort, restore and rejuvenate. For 65+ years, we’ve specialized in healthcare foodservice. It’s all we do. Armed with that specialization and expertise, our people unleash the power of food,using it to touch lives and transform the healthcare experience. It’s what we do. It’s who we are.

We believe in The Power of Food Menu To place your order:

Please call 3663 between 7:00 am and 7:00 pm

ITALIAN ICE | POPSICLES

A Nutrition Operator will guide you through the ordering process. Our skilled Chefs will prepare your meal using the freshest ingredients tailored to your prescribed diet. Your freshly prepared meal will be served within 45 minutes.

That’s the Morrison difference. That’s “The Power of Food.”

WHEN YOU ARE READY FOR YOUR MEAL

Make Your Own Trail Mix Chocolate Fondue with Your Favorite Fruits and Treats Peanut Butter, Raisins and Chocolate Chip Energy Balls Make Your Own Granola Bars Smoothie Madness: Merry Berry • Mango Pineapple Chocolate Cloud

right people,

right places

weekend

strategies

The Positive Impressions Compliance Review includes the Right People, Right Places strategy. When we see consistency with associate placement on priority units, increased patient satisfaction scores follow.

Historically, the weekend is a time for skeleton crews, which only allows minimal

Recommended Criteria: • Consistently performs operations at or above standards • Consistently shows professionalism with their work and appearance • Consistently is witnessed providing the upmost compassion to our patients • Receives multiple compliments from patients, managers, peers, and clinical staff • Consistently present, no attendance issues

misperception that the hospital census significantly decreases during the weekends.

Create a RPRP form and board to assist units in maintaining this effort: • The form / board should be updated with all staffing changes and the old ones kept in the PE Binder. This will allow for a more objective form of evaluating this effort. • The form / board should show all of the priority floors with their standard associate as well as who is the standard relief associate. • Form / board should also have a list of suitable fill-in staff in case of callouts.

•

RPRP discussed in weekly managers meetings / Patient Satisfaction meetings: • RPRP should be discussed often and adjusted as needed to provide the best service • RPRP should be mentioned in the Manager / PE meeting minutes What to Track/Include and Terms of Right People, Right Places All Service Lines: • RPRP form / board is updated with all staffing changes. Old forms are placed in the PE Binder and show consistency of following the process • Manager / PE meeting minutes should contain discussion of RPRP • During PE visit / audit, RPRP should be evident in the daily operations • Frontline staff are able to speak to their standard areas they are assigned to • Managers are able to speak to the RPRP process • Nursing knows who their Housekeeper / Patient Dining Associate is

EXAMPLE: RIGHT PEOPLE, RIGHT PLACE TRACKING TAILORED TO FIT

services to be provided. Unit budgets are often designed with decreased associate and management coverage on the weekends. This is sometimes due to a Although some hospitals experience a decrease in census during the weekends, studies show that patients are less satisfied if their hospital stay occurs over a weekend than if their stay occurs during the week. Goals of the Weekend PE Strategy Protect priority units throughout the weekend to ensure the consistency of services match the services provided during the weekday. •

Work with operations to have consistent leadership coverage to oversee weekend operations. May be Manager, Supervisor, or lead as long as the UD has confidence in their leadership.

•

Provide new admission visits during the weekend on Priority Units. This can be done by the OM / Supervisor covering the weekend or by a trusted lead

•

Ensure the Service Recovery process is happening on the weekends

•

Talk about weekend performance and coverage during weekly management / PE meetings

•

Routinely look at the number of service recoveries on the weekend compared to the

•

Add Weekend coverage on the RPRP log

number of service recoveries during the weekday

What to Track/Include and Terms of Weekend Strategy All Service Lines: •

RPRP form / board is updated with all staffing changes, including weekend priority unit coverage, Leadership coverage, and new admission visit coverage. Old forms are placed in the PE Binder and show consistency of following the process

•

Manager / PE meeting minutes should contain discussion of RPRP and weekend coverage

•

During PE visit / audit, RPRP and weekend coverage should be evident in the daily operations

•

Frontline staff are able to speak to their standard areas they are assigned to including weekends

• •

Managers are able to speak to the RPRP and weekend process Nursing on priority units should not see a difference in weekend coverage compared to weekday coverage

staff

engagement

Your first step will be to establish the method of measurement for determining patient satisfaction. This may be based on the third-party vendor that your facility

engagement Everyone wants to be recognized for their actions; however, we sometimes forget to tell our employees that their hard work is appreciated. With little effort on our part, saying thank you will definitely go a long way. Outside of doing what they know is best for their patients, establishing long-term goals and employee reward and recognition programs will give the associates incentive to go above and beyond each and

uses or an internal hospital survey that you may be expected to use. Secondly, Food and Nutrition leadership must ensure that the frontline associates understand the metrics you have decided to use. We recommend using your third-party survey score(s) either displayed by mean score or top box score. It is important not to overload your employees with numbers. When this happens, their willingness to understand and decipher what is really important takes a nose dive. Without staff participation and understanding, the data is irrelevant. The installation of pride and knowledge in their work’s impact is the ultimate goal. Although they are reviewing and driving patient satisfaction scores, they must understand that there are the parents and guardians behind those scores, and that every survey represents the experience that a child had while in the hospital. Talk to your associates about our children’s hospital approach to patient satisfaction. Empower the associates to use materials as needed to best connect with patients and their guests. Provide team members with cues such as: program lanyards, buttons, ID holders, masks, bibs and encourage the use of these items to engage patients. Employee satisfaction and engagement is the foundation of our department’s performance. Without employee satisfaction, there is no foundation for other programs. Be sure that you understand employee needs and as managers, react quickly to the employees’ requests so that a positive working environment is maintained.

every day.

employee

teams/councils

recognition

When you begin to implement your patient experience strategies, you can ensure

One of the most effective tools available to create a culture around a customer-

buy-in with staff by inviting a number of your hourly associates to participate

centered department is the reward and recognition of our own department

in employee teams or councils with the sole purpose of defining, honing, and

employees. Although employee satisfaction is the sum of many factors, time after

implementing patient experience strategies. Their feedback and insight is invaluable

time, a driving indicator is an employer’s full appreciation for work done. Employee

as you develop your programs. Furthermore, the support that they will provide due

involvement, feeling part of the team, and getting acknowledgment of their work

to their new found ownership of the patient experience program will be helpful in

rank high on the employee list of satisfaction factors, often outweighing what would

validating your workforce’s active participation in making experiences better for your

be considered an obvious choice: compensation. Furthermore, we’ve found that

patients.

this increased employee engagement has a large impact on how our staff treat our

We want our staff to show up each day and feel worth in themselves and what they

customers and is, therefore, important to patient satisfaction.

do. We want them to come to work not just for a paycheck but because they are part

Making your entire department aware of each other’s’ successes will encourage

of a team working for a greater cause. We want our employees to feel that they are

everyone to strive for excellence. Many leaders recognize their staff at department

part of the decision-making process and that we solicit their opinions before changes

meetings and invite management or other dignitaries to attend. Still others use

are made. Food and Nutrition employees gain satisfaction (and ownership) from the

newsletters and bulletin boards to display those employees who meet or exceed their

improvements that they help to develop. This will show in their engagement during

goal. Recognition may be provided monthly and quarterly, allowing them time to take

Gr8 start meetings, ownership of service opportunities and resolution, and in their

ownership of their achievements.

consistent approach to how they personalize care for their patients.

Managers, as well as staff, should be eligible for reward and recognition in their

A good way to ensure an actively engaged staff is with an Employee Action Council.

responsible shifts/areas. Carrying this effort through the entire department will

Through this employee-led committee, the employees have a platform to express

further hardwire the existence of the program.

improvement ideas. Ideas are brought to the management, which determines their feasibility. This practice allows the staff to believe and know that their voices are valued, increases self-esteem, and promotes staff ownership of the department through implemented ideas. Management should close the loop with the committee by explaining why ideas have or have not been implemented. Example: C.A.R.E. Committee

employee

We recommend the establishment of monthly reward and recognition incentives as well as quarterly reward and recognition incentives. For instance, provide employees with a gift card on a monthly basis for achieving their published monthly goal. If the employee is successful for each month in the quarter, place their name in a drawing for a more substantial prize. This is an inexpensive, yet tangible way of rewarding your staff. Make it fun!

nursing

engagement

Stating that nursing is one of our most important customers just doesn’t seem to

Shared Celebrations

cut it. The nursing staff at your facility can make or break our program. That’s why it

Those who criticize nurses when we don’t reach our goals are being shortsighted. It’s

is essential that you have a positive and effective working relationship with nursing.

critical that we celebrate with them when we achieve our goals. They are, in fact,

Many leaders believe that their relationship with the nurse manager is the indicator

crucial to our success. This might include a cake, cookies, balloons, or fruit. It really

on how well the overall department relationship is with nursing. Unfortunately, that

doesn’t matter. Tell the nursing staff “thank you” in a big way. This will help build

is a short-sighted mindset. A true gauge of your department’s relationship with

better relationships between nursing and Food and Nutrition Services.

nursing lies in the interaction by your staff with line nurses and nursing assistants. It’s imperative that we create a constructive, friendly relationship with these individuals. Talk with nursing staff to ensure they get as excited about the program as we are. Do your best to incorporate our program in communications with nursing, as appropriate, and share all of the great things we are doing to engage our patients. Here are some proven best practices to help ensure your relationship with nursing is

Nursing Thank You Cards When a nurse tells the parent/guardian of a child how amazing our Dining Associate is, or when a Nurse’s aide clears the over bed table because he/she knows that the Dining Associate will be arriving on the unit soon, working together to care for the patient must never be questioned and should never be taken for granted. These caregivers need to be recognized for their dedication to including our associates as

strong and productive:

part of their unit team. Whether it’s an aide, Nurse Manager, or frontline nurse, we

Power Plate Reviews

through thank you cards and congratulatory emails, for a partnership that will allow

The opportunity for nursing to taste the patient food, measure it’s presentation,

us to best serve the patients.

need to be consistent in having our managers and associates share their gratitude,

temperature, and quality, and provide honest feedback on where we can improve

our meals can never be taken for granted. Conducting Power Plates, every week,

Joint Rounding

allows us to create an environment in which nursing can love the Morrison provides

If you’ve not done so already, establish joint rounds with your nursing management

and manage it up to the patients that they care for. Who wouldn’t want to try X-Ray

team. This is an effective way of ensuring that both Food and Nutrition Services and

Vision Bites or Mini PB&J Sandwiches? The key to Power Plate reviews is ensuring

nursing have an appreciation for what is happening on a unit-by-unit basis. Joint

nursing buy-in by taking their feedback and applying it to action. This will result in

rounds also give the FANS director an opportunity to reset expectations or provide

nursing speaking to children and family members about a favorite item they tried

for quick and efficient service recovery. Like each facility we serve, each and every

and suggesting that the child order that item. Consistency with this approach will

nursing unit is different, and each may employ staff and house patients with different

change the perception of “hospital food” as nursing gets to believe in the Power of

perceptions of temperature, timeliness, courtesy and the overall meal experience.

Food through tasting and continuous education.

Simply stated, joint rounding ensures that everyone is on the same page.

Third-Party Patient

satisfaction surveys

To enhance the level of service provided by a hospital, you must first measure quality outcomes. This is essential for quality improvement; it provides a means to define

expertise

Understanding and acting on patient feedback has made Compass One Healthcare the preeminent healthcare Food Services provider in the United States.

what hospitals actually do so that benchmarks can be established and targets can be achieved. In order for hospitals to analyze patient feedback and seek opportunities for improvement, hospitals use many different resources to collect customer feedback. This is often collected by “rounding” on patient rooms, listening to the customers while performing daily operations, and through third-party surveys. Third-party measurement surveys are voluntary surveys distributed to patients post-discharge in order to better understand the patients’ perception of care. Most facilities hire a third-party vendor to distribute patient surveys to gain insight into the patients’ inner thoughts. Unlike adult inpatient HCAHPS and Child HCAHPS, each survey method varies in scoring, method (or mode) of distribution, questions asked, and method of data analytics. Also, unlike a national HCAHPS program, third-party survey data is proprietary to the account and, as previously mentioned, is optional. It is important to note that there is no penalty for facilities that choose

Through information provided to our individual units and clients, Compass One Healthcare facilitates learning and understanding of patient satisfaction surveying, strategies, and provides up-to-date resources for operators and administrators to hone their skills.

not to participate or for those who minimally perform in their third-party patient satisfaction results. The CAHPS Child Hospital Survey (Child HCAHPS) evaluates the experiences of patients (17 and younger) and their parents or guardians with inpatient care. It complements the HCAHPS survey, which asks adult inpatients about their perception of care. The main purpose of the Child Hospital Survey is to address the need to assess and improve the experiences of pediatric inpatients and their parents. The movement toward a standardizing this survey continues to move forward and will soon be a mandatory focus of the Centers of Medicare and Medicaid Services (CMS). We anticipate further standardization of this in the future as national mandates evolve. This third-party information is useful for interpretation of the quality of patient care. Third-party vendors allow hospitals to analyze their data without a predetermined time frame. This allows the hospital to further examine reasons for trends in patient satisfaction, and why some areas perform better. It also helps unit leaders identify opportunities for improvement.

press

advantages to third-party Patient Surveys There are advantages to using a third-party’s patient survey, such as the following: 1. The ability to receive timely patient satisfaction data. Although the availability of the scores will vary by third-party patient satisfaction measurement method, these scores are typically available to the healthcare provider on a daily, monthly, quarterly, or annual basis. 2. The ability to analyze patient scores in multiple ways (i.e., discharge date/received date; trending by day, month, quarter, or year; by unit, specialty, sex, age, length of stay; or by question). 3. The ability to supply patient verbatim comments to the healthcare provider.

Website: www.pressganey.com

ganey

Website to access real-time data: www.pressganey.com Press Ganey has been the most popular third-party survey with more than 10,000 healthcare organizations (approximately 40% of all U.S. acute care hospitals) utilize this survey to improve clinical and business outcomes. Although there are options to change this on Press Ganey’s online, Improvement Portal website, Press Ganey scores by default are calculated viewing the data based on received date. Distribution mode(s): mail, telephone, email

differences in third-party Patient Surveys The mode of third-party survey distribution is dependent on the survey company used and the options available to the facility. Although written, mail-only surveys are the most popular. Many other ways of gathering patient information can be used. These include, but are not limited to, active IVR (Interactive Voice Response), phone, mixed mode (phone and mail), email, on-site computer survey, and face-to-face patient interaction. Questions asked, frequency, mode of distribution, and scoring specifics vary by thirdparty patient satisfaction company. These vary by patient satisfaction measurement method but generally include one to ten questions pertaining to temperature of food, courtesy, quality of food, availability of options, received all items ordered and the patient’s perception of meal satisfaction overall. Additional non-standard questions may also be added to third-party surveys in order to gain further understanding of patient satisfaction. Commonly used third-party vendors along with some survey specifics include, but are not limited to, the following:

Press Ganey questions that directly pertain to Food and Nutrition Services: 1. IP: Temperature of Food (Response options: Very Good, Good, Fair, Poor, Very Poor) 2. IP: Quality of Food (Response options: Very Good, Good, Fair, Poor, Very Poor) 3. IP: Courtesy of Person Serving Food (Response options: Very Good, Good, Fair, Poor, Very Poor) 4. IP: Meals Overall (Summary Score that is an average of the above questions. This does not appear as a question on the Press Ganey survey, but the Meals Overall summary score can be evaluated by Press Ganey users) 5. IP: Special Diet Explanations (Response options: Very Good, Good, Fair, Poor, Very Poor) 6. IP: Availability of Food Child Likes (Response options: Very Good, Good, Fair, Poor, Very Poor) Child HCAHPS question that Food and Nutrition Services can contribute to): Hospitals can have things like toys, books, mobiles, and games for children from newborns to teenagers. During this hospital stay, did the hospital have things available for your child that were right for your child’s age? (Response options: Yes Definitely, Yes Somewhat, No)

National Research Corporation

(NRC) Picker

consultants (PRC)

Website: www.nrcpicker.com

Website: www.prconline.com

Website to access real-time data: https://nrcpicker.com/eReports

Website to access real-time data: www.prceasyview.com

National Research Corporation (NRC), founded in 1981, is an organization dedicated to improving the quality of care provided in the healthcare industry. NRC acquired the Picker Institute in 2001 to better understand their world-class facility of surveys. After years of researching patients and facility members, NRC Picker feels that they have determined what is most important to patients and family members as well as how to measure those aspects.

PRC’s commitment to providing healthcare organizations with only the highest

To best align with the HCAHPS process, NRC Picker calculates scores by discharge date.

PRC therefore offers a complete survey approach to assess health risk, health status

Distribution mode(s): telephone, mail

measurements, and loyalty creation, believing their methods best increase overall

NRC Picker questions that directly pertain to Food and Nutrition Services:

Professional Research

quality data began with its founding in 1980. PRC believes that, through measuring satisfaction, an organization can increase customer loyalty. PRC claims it is this loyalty that drives the entire patient experience, not just among the facility’s patients, but also physicians, employees, and the community it serves.

satisfaction.

1. IP: Please rate your level of Satisfaction with the food served to you during your recent hospital stay. (Response options: Excellent, Very Good, Good, Fair, Poor) 2. IP: How often did this staff who brought you your food treat you with courtesy and respect? (Response options: Always, Usually, Sometimes, Never) 3. IP: Was there enough variety of food choices? (Response options: Yes Definitely, Yes Mostly, Yes Somewhat, No) 4. IP: Overall, do you think the food was healthy and nutritious? (Response options: Yes Definitely, Yes Mostly, Yes Somewhat, No) 5. IP: How often did you get all of the food items you ordered? (Response options: Always, Usually, Sometimes, Never) 6. IP: How often were you provided napkins, utensils, salt/pepper and the right condiments when your food was delivered? (Response options: Always, Usually, Sometimes, Never) 7. IP: How often was the freshness and appearance of your food excellent? (Response options: Always, Usually, Sometimes, Never) 8. IP: How often was the flavor of your food excellent? (Response options: Always, Usually, Sometimes, Never)

Distribution mode(s): telephone

9. IP: How often was the temperature of your food hot OR cold enough? (Response options: Always, Usually, Sometimes, Never)

Hospitals can have things like toys, books, mobiles, and games for children from

Child HCAHPS question that Food and Nutrition Services can contribute to: Hospitals can have things like toys, books, mobiles, and games for children from newborns to teenagers. During this hospital stay, did the hospital have things available for your child that were right for your child’s age? (Response options: Yes Definitely, Yes Somewhat, No)

available for your child that were right for your child’s age?

PRC questions that directly pertain to Food and Nutrition Services: 1. IP: Overall, how would you rate the food that was served to (you/your family member) while in the hospital? Would you say:(Response options: Excellent, Very Good, Good, Fair, Poor) 2. IP: How would you rate the courtesy and helpfulness of the person who delivered (your/your family member’s) meals?Would you say: (Response options: Excellent, Very Good, Good, Fair, Poor) 3. IP: How would you rate the selection of menu items? Would you say: (Response options: Excellent, Very Good, Good, Fair, Poor) 4. IP: How would you rate the food that was delivered to your room? Would you say: (Response options: Excellent, Very Good, Good, Fair, Poor) Child HCAHPS question that Food and Nutrition Services can contribute to): newborns to teenagers. During this hospital stay, did the hospital have things (Response options: Yes Definitely, Yes Somewhat, No)

J.L. Morgan

& associates

Website: www.jlmorganandassociates.com

Website to access real-time data: https://www.emedsurvey.com J. L. Morgan & Associates is a healthcare research company providing patient satisfaction and CAHPS surveys across the country. J. L. Morgan & Associates, Inc. produces real time data pertaining to patient satisfaction for our client facilities. Patient Satisfaction surveys at J. L. Morgan & Associates, Inc. are strategically

additional

surveys

The above is a list of the most commonly used survey vendors, but they are not the only companies that provide these services. Additional third-party survey companies include, but are not limited to, the following: Gallup, Quality Data Management (QDM), Data Management Associates, etc. In addition to the above, about 3% of U.S. hospitals also administer their own surveys and collect their own data.

associated with HCAHPS surveys. Patient Satisfaction survey scores can be benchmarked in their database by bed size, facility location, or the entire database. Distribution mode(s): telephone J.L. Morgan’s questions that directly pertain to Food and Nutrition Services: 1. IP: Temperature of your food (hot meals were hot & cold meals were cold) (Response options: Very Good, Good, Fair, Poor, Very Poor) 2. IP: Quantity of the food portions on your meal tray (Response options: Very Good, Good, Fair, Poor, Very Poor) 3. IP: Were your meals specially prepared because your doctor ordered a “special diet or a restricted diet”? (Response options: Yes, Patient was Infant, No, Don’t Know) 4. IP: How well were you informed about the types of foods you would be served? (Response options: Very Good, Good, Fair, Poor, Very Poor) 5. IP: Overall Quality of Food? (Response options: Very Good, Good, Fair, Poor, Very Poor) 6. IP: Courtesy of the Person Who Delivered Your Food? (Response options: Very Good, Good, Fair, Poor, Very Poor) Child HCAHPS question that Food and Nutrition Services can contribute to: Hospitals can have things like toys, books, mobiles, and games for children from newborns to teenagers. During this hospital stay, did the hospital have things available for your child that were right for your child’s age? (Response options: Yes Definitely, Yes Somewhat, No)

CHILD HOSPITAL CONSUMER ASSESSMENT OF HEALTHCARE PROVIDERS AND SYSTEMS (CHILD HCAHPS)

want to talk specifics?

The Child HCAHPS (Child Hospital Consumer Assessment of Healthcare Providers and

log-in access from your facility and contact any member of the Compass’ Patient

Systems) survey is the functional, standardized, publicly reported survey of pediatric

Experience tedy have updaam. The Pted informaatient t Experience department

patients’ (17 years and younger) perspective of hospital care. The intent of this Child

should alrea ion since it is a requirement of the Semi-Annual Audit to do so.

HCAHPS Survey is to complement the Adult Hospital HCAHPS Survey currently being used across the country. HCAHPS (pronounced “H-caps”) is a survey instrument and data collection methodology for measuring adult patients’ (18 years and older) perceptions of their hospital experiences. The Child HCAHPS survey covers much of

To review your most current third-party patient satisfaction survey results, obtain

Please direct any hospital-specific questions to the Vice President of Patient Experience, the National Directors of Patient Experience, or to your Regional Patient Experience Manager. All are available on the Compass Email Directory.

the same content addressed in the Adult version. The key differentiator with the Child HCAHPS surveys is that there are questions addressed to the child and the parent/ guardian. This survey was developed by the Center of Excellence for Pediatric Quality Measurement at Boston Children’s Hospitals in partnership with the AHRQ’s CAHPS Consortium and covers topics relevant to pediatric care.

Third-party survey patient mix adjustment When you see temperature, quality, or courtesy scores dropping, and believe you are following operational standards, the playbooks, and Positive Impressions consistently, you may need to dig deeper to determine where to focus your efforts, as different patient populations have different perceptions of care.

example survey questions

In order to ensure that publicly reported HCAHPS scores allow fair and accurate

During this hospital stay, how often were your child’s room and bathroom kept clean?

comparisons of hospitals, CMS undertook an experiment to examine if the mix of

___ Never

patients in participating hospitals, affect HCAHPS survey results and then developed

___ Sometimes

necessary statistical adjustments.

___ Usually ___ Always

How does this benefit Food and Nutrition Services as we look to evaluate our performance? Some third party vendors provide us with the opportunity to break

During this hospital stay, how often was the area around your child’s room quiet at

down the data so that you can narrow in on where to focus your patient visitation

night?

and improvement efforts. The grouping options that have been most beneficial to

___ Yes, Definitely

analyzing Food and Nutrition Services questions are outlined below. Please reach out

___ Yes, Somewhat

to a member of the Patient Experience Team so that they can walk you through the

___ No

patient-mix options specific to the third party patient satisfaction vendor that your facility uses to measure outcomes.

Hospitals can have things like toys, books, mobiles, and games for children from newborns to teenagers. During this hospital stay, did the hospital have things available for your child that were right for your child’s age? ___ Never ___ Sometimes ___ Usually ___ Always

•

ED Admission

•

Length of Stay

•

Specialty of Care

•

Age

•

Sex

•

Primary Language

•

First Stay in Hospital

•

Special Diet

Patient Experience Forum

& E-LEARNING MODULES

Compass One Healthcare updates its Patient Experience Forum on weekly basis.

NOTES

It can be found on the MyCompass Portal. You and your staff are encouraged to participate, ask questions, share best practices, create new threads, and answer questions based on your prior experiences on a variety of subjects related to Food and Nutrition Services and patient satisfaction. In addition to the Patient Experience Forum, Compass conducts monthly Patient Experience e-Learning Modules. These modules have ranged in topics from third party vendor refreshers to having engaging Power Plates with nursing. They are released via MyLMS and we encourage you to view newly released modules within 30 days of the release date. Our e-Learning Modules are yet another way Compass One Healthcare seeks to share best practices across all of our accounts.

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