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General Trends in Healthcare
April 2005
I. For the first time in history, everyone seems to
be striving for the absolute highest levels of Excellence.
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Better quality food and service desired
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Customer Satisfaction is closely benchmarked with
support from outside sources, such as:
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Financial Efficiency is closely benchmarked
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Consultants/Coaches used more often now to help
operators modify the culture of the team. Changing the employee
culture is the key to reaching the 10-level.
II. Almost everyone is overwhelmed with work.
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In many cases operators spend most of their time just doing the
basics, such as making sure there are enough employees present to get
the meals out.
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Consequently many key management functions are
suffering, such as:
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Total communication with the team
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Inspiring the team
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Updating performance standards
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Most-importantly, holding team members accountable
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Upshot-less happy employees. Fact – Until this changes, teams will
not reach the 10 level
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Suggestions from Coach Don Miller to survive and thrive in today’s
work environment:
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Learn how to hardwire the customer service mentality into the
culture of a team.
III. Room Service in Hospitals
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The most radical trend and change in hospital food service we’ve
seen in 38 years
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Twenty five percent of hospitals have already switched to room
service
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Another 40 percent of hospitals are considering it.
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How does it work? – Operators totally rip out the patient tray
assembly area and replace it with a hotel type Room Service layout
with hot and cold prep stations and delivery meals on demand anytime
during the day. Just like in a hotel. This will have a dramatic impact
on the reputation of food service in hospitals if it is done right.
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Cost is generally between 100 thousand and 250 thousand for Room
Service start-up. However, the cost in most cases is neutral in the
long run because increased labor costs are offset by decreased waste.
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One hospital is saving $200K per year in food and supplies with room
service. This quickly pays for start up costs.
IV. FSD’s and DM’s continue to have difficulty filling vacant
non-management positions.
Solution
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HR needs to be more creative and aggressive in advertising and
recruiting.
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In many cases, HR has scaled down their advertising. They need to do
the opposite. A department cannot function properly without all
positions filled. This is simply a fact that we have observed
first-hand.
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Pay scales need to be adjusted when possible to be more competitive.
This may not happen in long term care until retiring boomers begin demanding better food
service.
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Opinion – Cooks should be paid more than housekeepers in long term
care. Cooking is an art and profession.
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We need to continue to sell cooking as a profession.
V. Quality of Life/Long Term Care
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Quality of life will continue to be an issue and concern as the baby
boomers begin retiring.
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Prediction only – Food Service in Long Term Care will receive more
emphasis and funding in the next 20 years.
VI. Healthcare Culinary Academy. (A mobile school that comes to you –
e-mail chefdon@cox.net for further information.)
Trends in Long Term Care
SKILLED NURSING
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Cost, Cost, Cost (At this time, but we believe that food and service
will need to improve to satisfy the boomers so this may change as it
relates to food service in the long run.)
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Food Safety, Food Safety, Food Safety
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Weight Loss of residents and anorexia-a big issue
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Employee training becoming a bigger emphasis
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Who is to be fed? Feeders and training of the feeding aides.
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Baby Boomers aging and increase in population in SNF’s due to family
living in different states.
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Old seniors versus new seniors and their differences in menu
preferences
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Advanced directives will be emphasized more (Karen Shivo case).
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Dysphasia continues to be an issue (palatable and nice looking meals
desired).
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Liberalized diet philosophy continues.
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Alzheimer’s Care (dementia care) the number of customers with
cognitive impairments growing fast.
ASSISTED LIVING
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Growing rapidly—over 80M boomers began to turn 50 in this decade.
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Mergers and buy-outs rather than new buildings, although some
companies are building new ones.
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Chefs and wait staff like the assisted living work environment due
to less stress and less hours than working in country clubs and
restaurants.
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Old seniors vs. new seniors and their differences in menu
preferences.
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Becoming very customer focused. Philosophy is “this is the senior’s
home and they are our customers”. Treating the facility as their home.
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Using the Ritz Carlton model. Management trying to “hard wire”
customer service into employee culture.
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Seniors in Assisted Living have a negative view of eating in a SNF
because, “Once you get in there you never get out (die)”.
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Millennium kids (today’s K-12) find this is a pleasant place to work
as these kids are family oriented and view the residents as their
families. (Now moving to end of GenY – turns 20 this year)… A good
match.
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Usually the food and beverage budget is the largest part of the
assisted living facility budget, equal to or greater than nursing.
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Liberalized diet philosophy continues.
INDEPENDENT LIVING
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Most of the same trends as Assisted Living
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Continuing Care Retirement Communities (CCRC’s) – An increasing
trend for those in their late 60’s. I recently visited a CCRC in
Medford Oregon with 1000 residents. The quality and services blew me
away.
MEALS ON WHEEL/SENIOR CENTERS
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A growing part of the business
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Menu preference differences between the old and new seniors.
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Meals on Wheels is now developing frozen meals for clients and
others to buy. Senior Congregate Dining is doing the above as well.
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Marketing of Senior Centers is increasing – Some young senior have
negative
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Attitudes about dining in Senior Centers
OTHER OBSERVATIONS
For further information, email
chefdon@cox.net.
Caveat
The observations and opinions presented in this newsletter represent
what we have observed throughout North America. They may or may not
pertain to one particular facility. There are always exceptions to
every rule or trend. Except – room service will definitely take over
in hospitals as the preferred method of providing meals to patients.
Room service is a permanent trend, not a fad in our opinion.
Contributors
Kathy Stephens, Ph.D., R.D. – Kathy is a Senior Consultant with Don
Miller & Associates.
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Don Miller, R.D., C.E.C.
Success Coach
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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