Watertown,
New York ----- “Hospital Food” isn’t what it used to
be – at least for Samaritan Medical Center patients. The hospital
is now offering room service to patients and guests, further
strengthening the facility’s commitment to patient-focused care.
Beginning in mid-April with a “test run” in Maternity, the
Food and Nutrition Services staff began transforming mealtime at
Samaritan into a self-directed service. Once the test run was
completed, other units have been gradually added to the program, which
is now available facility-wide.
The new room service program allows patients to view a complete menu
offering breakfast, lunch, and dinner options, including daily
specials. When patients are ready to order, they call Food and
Nutrition Services where clinical diet aides take their calls. The
order then generates a ticket at four separate stations in the facility
kitchen where the tray is assembled. And now, instead of the trays
being transported to the floors for the nursing staff to pass, Food and
Nutrition Services staff delivers trays. This whole process is complete
within 45 minutes of the order being placed.
“Patients can order what they want, when they want,” said
Cathie Dowe, Nurse Manager of The Maternity Place at Samaritan Medical
Center, where the service was first introduced and tested. “Our
patients are extremely pleased with the new room service option and
even more delighted with the meal that arrives a short time after their
order.”
Room service is available seven days a week from 6:30-9:30 a.m. for
breakfast; 11:30 a.m. - 2 p.m. for lunch; and 5-7 p.m. for dinner. A
continental breakfast or a pre-packaged meal is available between room
service times. The clinical diet aides who receive the room service
requests are able to make suggestions for special diets if items
requested are not within the doctor’s orders. The menu provides
choices for vegetarian, low sodium, sugar-free and low fat diets
– and special kids’ menus are available, too.
“This has been a huge transformation for our cooking team, and
they have worked hard to ensure that this service exceeds our
patients’ expectations,” said Randi McCarthy, Food Services
Manager at Samaritan. “Their reward is knowing that the patient
is satisfied with the service they provide.” Meal satisfaction
rates as reflected on the inpatient surveys have increased
significantly, from the 15th percentile to the 91st percentile in just
three months.
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