FANS Children's Positive Impressions

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.

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