Utah State University
DigitalCommons@USU All Graduate Plan B and other Reports
Graduate Studies
5-2011
Improving Patient Satisfaction in a Hospital Foodservice System Using Low-Cost Interventions: Determining Whether a Room Service System is the Next Step Vanessa A. Theurer Utah State University
Follow this and additional works at: https://digitalcommons.usu.edu/gradreports Part of the Dietetics and Clinical Nutrition Commons, and the Nutrition Commons Recommended Citation Theurer, Vanessa A., "Improving Patient Satisfaction in a Hospital Foodservice System Using Low-Cost Interventions: Determining Whether a Room Service System is the Next Step" (2011). All Graduate Plan B and other Reports. 32. https://digitalcommons.usu.edu/gradreports/32
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IMPROVING PATIENT SATISFACTION IN A HOSPITAL FOODSERVICE SYSTEM USING LOW-COST INTERVENTIONS: DETERMINING WHETHER A ROOM SERVICE SYSTEM IS THE NEXT STEP By Vanessa A. Theurer A plan B report in partial fulfillment of the requirements for the degree of MASTER OF DIETETICS ADMINISTRATION in Nutrition, Dietetics, and Food Sciences
Approved:
_________________________________ Janette Smith Kudin, MS,RD,CD Major Professor
_________________________________ Janet B. Anderson, MS,RD,CD Committee Member
_________________________________ Nedra K. Christensen, PhD,MS,RD,CD Committee Member
_________________________________ Jennifer Oler, MS,RD,CD Committee Member
UTAH STATE UNIVERSITY Logan, Utah 2011
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Copyright © Vanessa Theurer 2011 All Rights Reserved
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CONTENTS Page ABSTRACT .................................................................................................................... iv LIST OF TABLES ........................................................................................................... v CHAPTER I.
Introduction .............................................................................................. 1 Statement of Problem ....................................................................... 1 Purpose and Objectives .................................................................... 3 Literature Review ..................................................................................... 4 The Role of Hospital Foodservice. ................................................... 4 Customer-Oriented Hospital Foodservices ....................................... 4 Meeting Patient Foodservice Expectations ....................................... 6 Dimensions of Foodservice ......................................................... 6 Food Quality ............................................................................ 6 Patient Surveys ............................................................................ 8 Patient Population .................................................................... 9 Meal Rounds .............................................................................. 10 Snack Room Service .................................................................. 11 Room Service ............................................................................. 13 Deploying a Room Service System ........................................ 14
II.
Study Report ........................................................................................... 16 Introduction ................................................................................... 16 Methods ......................................................................................... 18 Results and Discussion .................................................................. 21 Conclusions and Applications ....................................................... 33
III.
Conclusions and Applications ................................................................ 37
REFERENCES ............................................................................................................... 46 APPENDIX .................................................................................................................... 49
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ABSTRACT A survey was used to assess patient foodservice satisfaction at an acute care hospital. Results were then used to identify the lowest scoring areas of foodservice. Low-cost interventions were implemented to address the areas of needed improvement. Patient satisfaction was reassessed by re-issuing surveys. Group T-tests were used to compare the results of the baseline and follow-up surveys (P