Healthcare foodservice has gone through a number of transformations.
Foodservice menu-delivery concepts range from cook-serve, cook-chill and tray service to non-select menus, select menus, spoken-menus, pod system, host-hostess, order by phone, order by TV, order by filling in a form, a staffer taking the order verbally or with an electronic pad, and I am sure I missed few.
The fact is that some facilities have tried a number of these concepts.
Therefore, which concept actually works? The answer: the best part of each.
Before discussing room service, let's define the term.
According to the dictionary, the definition is, "service provided to hotel guests in their room.
" If we substitute, the word hospital for hotel, it's accurate to state that hospitals offer room service.
In fact, healthcare foodservices are already doing this in every hospital.
With the current focus on improving meals in hospitals, many are using the term "room service," but this is the wrong term for what we are really trying to accomplish.
In my opinion, with all the best practices within all the variations, healthcare foodservices always seem to make the same mistake.
Instead of keeping what works, we throw out the entire system and start all over again.
No question that using some cook-chill methods with a cook-to-order room service program along with either a spoken or host/hostess menu delivery can create quality results and, in the end, save capital and improve service.
As with any foodservice initiative, the first thing that needs to be accomplished with room service is establishing a menu.
In keeping with the budget, many departments offer pasta and chicken five days a week and, on Sunday, provide a beef meal, which is usually an inexpensive cut.
With the utmost respect, how can healthcare foodservice improve quality with a $2 cost per meal budget? For room service, foodservice equipment needs to be tweaked, not overhauled.
Hospitals switching from a cook-chill system and entertaining room service cook to order programs will lose efficiencies if the cook-chill equipment is discarded.
Some retherm equipment, especially bulk pieces, can add value when cooking can take place in advance -- allowing time for production to focus on specialty cook to order items.
The problem with converting from cook-chill is there is little need for individual tray retherm systems.
My recommendation is to find another operation looking for this type of equipment or wait until the equipment is fully depreciated.
Nevertheless, all of the blast-chillers and bulk retherm equipment can still be used.
Some changes to the cook bank area must be made, but depending on menu variety a completed makeover is not required.
In summary, room service has always been offered in healthcare foodservice.
To improve these programs, there needs to be a focus on the fundamentals of good food and good service, which will improve quality without all a total transformation of the kitchen environment.
The menu is always the first thing, followed by knowing which equipment is required to deliver hot or cold items by establishing batch cooking to perfection.
Last is working with the staff and building pride and a culture of caring for customers.
The term I like to use is the "moment of truth.
" This occurs when meals are placed in front of customers.
If all the touch points are met relating to presentation, timeliness and friendly service, undoubtedly foodservice will have a winning room service program