4 minute read
Appearance
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 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 explain the meal ordering process. Also, it’s a great opportunity to understand what the patient’s, or family/guardians’, expectation of meal service might be. If there is a dietary restriction that was not previously noted, a child preference, or a preferred time of meal delivery, this is the perfect time to capture what will make that family’s 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 Associates. Below are suggestions on key discussion points that can ultimately optimize the patient and family interaction during new admission visits:
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 both parties will allow us to communicate a clear, consistent message on what the overall expectations of service are during the patient’s stay.
Example
Step 1
ADDRESS THE PARENT/GUARDIAN (if patient is a teenager, consider interacting with them directly)
Hello Ms. /Mr. _______, my name is _________, and I am a ________ with Food and Nutrition Services. I want to welcome you to _______________and explain the meal ordering and delivery process, walk you through our menu, tell you about the many options we have, and address any question you may have regarding the ___________ diet your child is on.
May I ask the child’s name and date of birth? [If Parent/Guardian provides the child’s name, greet child in pleasant manner]
[Addressing the parent/guardian] Throughout the day, he/she will see a dining associate—today, I, (state name), am serving you. I will (describe meal order taking/ 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).
Is there a food and/or beverage preference within the child’s prescribed diet order 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)
Hello (name) my name is ________, and I’m with the Food and Nutrition department. You can tell who’s on my team because all Food and Nutrition staff wears a ______ color uniform and bring you delicious food and some of your favorite drinks. What’s your favorite color? That’s a really good color. (Coach associates to make a personal connection. Color is a good example. Commenting items like a book, toys, or movie/ video game in the room is a great way to build connections with the patient and guardian in the room. Look around the room and find items you can address. Room decorations).
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.)
PLACE HOLDER FOR NEW GRAPHICS
It is our way of telling you we are thinking of you and hope you get well soon.
[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] Great service can be defined by how we recover from our mistakes. Let’s face it; errors do occur, and mistakes do happen. The service recovery we provide is essential in ensuring a positive patient experience. Many of our client organizations have service recovery strategies in place. If you currently operate in a facility with a service recovery program, adopt it. Train your staff on the techniques of service recovery as provided by the facility in which you operate.
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 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.
