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How to Enhance Patient/Customer Tray
Appearance to the 10 Level
Do
you know how to re-engineer a patient food tray to the 10 level in
appearance?
Test
your patient tray “set up” I.Q. Can
you tell what’s wrong with tray #1?
Patient Tray #1
Answer
to What’s Wrong?
-
The
tray is too small (looks cluttered easily)
-
The
entrée plate is too small (everything is running into each other)
-
The
garnish is not appropriate, too large, too expensive, and difficult to
handle.
-
Cookie
serving too large, and needs a doily.
-
Salad
is in the wrong type (plastic) and size container.
Should use small china “monkey” or side dish.
Also serving size too large.
Remember, patients are complaining that we’re giving them too
much food.
-
Soup
in wrong location, and can be served in a smaller container for this
size tray. You’ll
resist this idea but lot’s of FSD’s are successfully using the
smaller plastic container instead of the normal soup container.
It works.
-
Pear
serving too large, and no garnish.
Garnish with small green leaf lettuce and ½ washed and drained
Marachino cherry half. Eliminate
the juice. Switch to
sliced pears. Serve
slightly less pears per serving than 2 halves.
It works.
-
Salad
dressing packet too large.
-
Tray
mat too bland looking.
-
Coffee
not in perfect location with handle in customer friendly location.
-
Condiments
are buried some place. Place
in clear, see through plastic cup unless your facility is going
bankrupt.
-
Instant
gravy was used. There’s
a better method.
-
If
the tray was larger, the bread could go on a small bread plate with a
doily. Lot’s of my
clients are doing this now.
Patient Tray #2
Although
it’s not the exact same food, you should be able to see the difference.
-
The
fruit is garnished. This
is the corsage of the patient tray.
-
The
cookies are smaller, there’s a doily, and the smallest china dish
available is used. A
small flat china dish was not available and would take up too much
tray space.
-
The
soup container is smaller. No
– no one complains.
-
The
condiments are centrally located and very visible (easy to find).
You can afford the plastic container because you have just
saved tons of money re-engineering the rest of your tray.
-
The
coffee location is perfect. Yes,
it’s possible to train the team to place the coffee in a very
specific location just like everything else on the tray.
FSD’s are doing it while others are saying it can’t be
done.
-
The
cranberry sauce garnish on Kale is appropriate.
-
(Not
shown) Salad went to the small monkey dish and a smaller dressing was
used. It was garnished
with ½ or 1 whole cherry tomato.
-
An
improved semi-instant gravy was used made of quality base, defatted
natural drippings, and thickener.
It makes all the difference in the world.
-
Notice
that everything has a very specific location, is appropriately spaced
out, and consequently the improved tray is a 10 in appearance.
Remember,
the Destination 10 philosophy says that since people eat with their eyes
as well as their taste buds, we need to make the food look great to
“win” (get to 10), or “wow” the customer.
Lots of folks are having excellent luck improving the appearance of
their customer (patient) trays but to do it successfully you need to get
stubborn…………………………………………….about winning
(getting to 10).
In
the process of re-engineering the appearance of the patient trays seen in
this e-mail, the hospital saved $40,000/year.
Other facilities, after improving the appearance of their patient
trays, experienced a dramatic improvement in customer satisfaction
scores--some as high as 99 percentile (Press Ganey).
“Non
winners” will say, “We can’t do this because………….”
Don Miller, R.D., C.E.C.
Nancy Yezzi, R.D., L.D.
Bill Klein, C.I.C.
Success Coaches
Don Miller and Associates
346 Crestview Drive
Bonita, CA 91902
(619) 656-2100 PST
(619) 656-1321 fax
chefdon@cox.net
http://www.chefdon.com
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