Your Hospital. Food & Nutrition Service Excellence Boot Camp. Featuring Chris Thrash. Prepared for: Prepared by:

Transcription

1 Food & Nutrition Service Excellence Boot Camp Featuring Chris Thrash Prepared for: Prepared by: Innovative ity Solutions, Inc Red Tail Road Lewes, DE

2 Project Overview Crea)ng a Culture of Service Excellence requires change in the processes, antudes and ac)ons of the en)re Food & Nutri)on Services staff. Below we illustrate some typical challenges and expected outcomes from implemen)ng a Service Excellence Boot Camp process. Lower Pa)ent Sa)sfac)on than Desired Clear Plan to Improve Pa)ent Sa)sfac)on Less than Excellent Presenta)on of Pa)ent Trays & Café Offerings Typical Department Challenges Lower Employee Engagement than Desired Recommenda)ons on Improving Presenta)on in All Foodservice Areas Expected Outcomes from Project New Energy and Excitement in Staff Opportunity to Improve Service to Pa)ent Rooms Less than Excellent Service in Café Training Targeted to Individual Jobs and Roles State of the Art Customer Service Training for All Staff Members 3/2/16 2

3 Task 1 Service Excellence Review and Assessment Review & Assessment Document & InformaIon Request Project CoordinaIon Call Stakeholder Interviews On-site ObservaIons Staff Training Session Wrap Up MeeIng First, we need to understand the root cause of underperforming service expecta)ons. To do so, IHS will work with the to understand and assess the current service culture of the Food & Nutri)on Department. IHS will conduct a comprehensive assessment of your current service culture pa)ent sa)sfac)on, employee engagement, and customer service delivery for all jobs/roles in the department. In addi)on, we will evaluate the overall presenta)on of food by examining the physical environment, ambiance of the dining facili)es and pa)ent tray presenta)on. Methodology: Publish a Document & Informa)on (D&I) Request to client Facilitate a project coordina)on call and clarify the D&I request Dra[ an on-site schedule for client review and approval Visit the site for up to two (2) days Day 1: Project kick-off mee)ng with client project representa)ves Assess overall culture by interviewing department leaders, key stakeholders and members of the staff Observe dinner meal service Day 2: Evaluate staff/pa)ent interac)ons during tray delivery tasks during breakfast & lunch service Observe tray line func)onality and overall tray presenta)on Observe staff/customer interac)ons in employee/guest café facili)es Evaluate food presenta)on at employee/guest café serving lines Facilitate one (1) staff Service Excellence presenta)on / interac)ve training session for up to sixty (60) minutes Facilitate wrap-up mee)ng with client representa)ves to discuss observa)ons and next steps Deliverables: Document & Informa)on Request On-site schedule On-site observa)ons Training Session Wrap-up mee)ng notes AssumpIons: Timely return of D&I informa)on from client Assistance with scheduling stakeholders One (1) IHS representa)ve to conduct onsite ac)vi)es Timeline: From signing of engagement leaer, up to three (3) weeks to complete Task 1 deliverables 3/2/16 3

4 Service Excellence Boot Camp Agenda 8:00 10:00 AM Meet with Department Director to give overview of ini)a)ve/services 10:00-12:00 PM Tour of Department Kitchen, Café and Tray Delivery Day 1 1:00 4:00 PM Individual interviews with supervisors and select staff members 4:00 5:00 PM Wrap up the day with Director 5:00 7:00 PM Observe evening meal service in café and pa)ent care areas 8:00 10:00 AM Observe breakfast meal service tray line, tray presenta)on, and shadow hosts/hostesses during tray delivery 10:00-10:30 AM Meet with Director and conduct huddle with staff 10:30 11:00 AM Conduct taste tes)ng and score food Day 2 11:00-12:00 PM Observe lunch meal service in café and pa)ent care areas 1:00 2:00 PM Assemble notes for report and set up for department training 2:00 3:00 PM Department Training Presenta)on 3:00-4:15 PM Closing Mee)ng with Director/Execu)ve Leadership 3/2/16 4

5 Task 2 PresentaIon of Findings PresentaIon of Findings DocumentaIon of Findings Publish DraQ to Leadership PresentaIon of Findings Publish Final Report In this work task, our team will develop a comprehensive execu)ve summary report that consolidates the findings from the Task 1 ac)vi)es. This document will be concise, outlining the key findings and recommenda)ons for an improved department based on observa)ons, analysis and stated goals. Finally, we will facilitate a work session with the project team and leadership to come to consensus on the ac)on items and recommenda)ons to be implemented for maximum impact to Food and Nutri)on Services. Methodology Develop dra[ execu)ve summary report of findings Review dra[ report with project team via web mee)ng Make up to two (2) revisions to dra[ report Publish the final dra[ report via Prepare presenta)on of findings for the leadership team Facilitate web mee)ng session to present findings with the project team and hospital leadership. Facilitate consensus mee)ng regarding next steps Generate and publish final report to project team, if required Timeline: No more than five (5) business days from comple)on of onsite visit Deliverables Dra[ report Revisions to dra[ report Presenta)on of findings Final report Task AssumpIons Review of dra[ reports to be conducted via web mee)ng. Up to two (2) IHS representa)ves to par)cipate in web mee)ngs Presenta)on of findings / consensus mee)ng to be held on same day Final report to be transmiaed electronically Investment: $4,680 reduced to $3,135 (-33%) Fixed Fee Plus approved travel related expenses billed at cost with no administra)ve mark-up 3/2/16 5

6 Service Excellence Blueprint - ConInuous Improvement IniIaIve The Service Excellence Blueprint is a comprehensive and interac)ve twelve (12) month ini)a)ve aimed at crea)ng a best in class service culture. Chris and the team at IHS will provide ongoing support to the Food and Nutri)on Services Department through regularly scheduled on-site visits for training and follow up of assessments. Each visit, we will follow up on ac)on items from the previous assessments, provide new leadership training, present high energy, crea)ve training sessions for all staff members, and provide ongoing recommenda)ons for improvement. At the end of each visit, a comprehensive report is created that outlines key strategies and detailed focal points for improving the service culture. Methodology Review and assess current performance on client specific pa)ent sa)sfac)on metrics, employee engagement metrics, quality assurance metrics, etc. Customize a detailed ac)on plan with measurable goals for site visit and program enhancements Develop agenda for on-site visit(s) Review previous recommenda)ons and note achievements with client team Assess service delivery standards for pa)ent tray and employee/guest café services Assess kitchen and tray line func)ons and efficiencies Conduct food tas)ng assessments Assess call center standards, if applicable Conduct role-specific training sessions for all job/roles within the department Provide department-wide service training and educa)on Coach director-level personnel and/or managers/supervisors on core leadership competencies - holding leadership accountable for behaviors, scrip)ng, opera)ons, etc. Create a site visit execu)ve summary of key findings and observa)ons, including ac)ons items for future visits Con)nue to be a resource for problem solving in performance outcomes between site visits IniIaIve Details On-site visits to occur +/- every forty-five (45) days On-site visits up to three (3) days each Program dura)on is a minimum of twelve (12) months to achieve expected outcomes One (1) IHS representa)ve to provide on-site support and training Other IHS resources (i.e. Registered Die))an, Culinary, etc.) available for specific assessment and/ or training sessions Fee Details Fee dependent on size of facility, staff and/or scope of services 25% of fee due upon signing of contract Balance billed on a monthly basis over the dura)on of contract Travel related expenses billed monthly at cost with no administra)ve mark-up. Payments to be made EFT/ACH 3/2/16 6

7 Service Excellence Blueprint Benefits & Return on Investment At the end of each visit, a comprehensive report is created that outlines key strategies and detailed focal points for improving the pa)ent experience, retail opera)ons, café performance, leadership ini)a)ves, and the various components of The Blueprint for CreaIng Service Culture Excellence. Communica)on Leader Development Staff Empowerment (Training) Benefits Drama)cally improved pa)ent and employee sa)sfac)on Beaer posi)oning in a compe))ve market to significantly improve the financial boaom line More mo)vated staff who step up and take ownership of the service experience Reduced staff turnover due to higher levels of job sa)sfac)on and improved morale Revitalized staff at all levels who feel valued and recognized for their contribu)ons Performance Standards Improvement Targets Assessment Change Readiness Measurement Accountability RecogniIon Return on Investment Return on investment yields from increased impact on HCAHPS scores and increased revenue in café/catering sales High pa)ent sa)sfac)on - research has proven that even though Food Service is not included in the HCAHPS ques)ons, when pa)ent sa)sfac)on is increased in meal service, HCAHPS scores for the rest of the hospital greatly improve as well. This means millions of dollars of revenue for hospitals. Increased café and retail sales by crea)ng raving fans High employee engagement greatly decreasing costs through low employee turnover and improved morale Food and Nutri)on Services will be viewed as the role model department by the rest of the organiza)on for top customer service and performance 3/2/16 7

8 Firm Profile Founded in 2006, IHS is exclusively an independent foodservice management consul)ng firm providing clients with innova)ve and comprehensive dining service assessments, strategic planning, training and operator selec)on processes. Our consultants have spent their en)re careers in the on-site foodservice industry, managing, leading and direc)ng some of the most admired healthcare, higher educa)on and corporate dining service programs in the United States and abroad. Consider the following when determining if IHS is the right business partner for you: IHS brings a diverse background of consul)ng experience (corporate, healthcare, college & universi)es and commercial restaurants) and best prac)ces when making recommenda)ons. In addi)on, we are constantly benchmarking the street and world-class healthcare food and nutri)on services programs for trends, innova)ons, service standards and the like to bring the very best to your opera)ons. IHS believes technically trained operators are the founda)on for a best in class foodservice program. Collabora)on with both leadership and the operators is vital for long-term success. IHS educates clients on the technical aspects of healthcare dining. The sharing of best prac)ces, industry trends and helping to raise the bar is at the core of our competencies and strategies. IHS is a growing firm that is agile and accommodates the dynamic demands of each project through a team of industry leading subject maaer experts that are available to fully support our projects. IHS partners with some of the industry s most experienced subject maaer expert consultants. From hospitality technology, to menu/concept development to facility planning and design, our strategic partners will complement our team for any specialty project requirements. Please visit for a complete list of services, clients and other informa)on about our company. 3/2/16 8

9 Clients & References Chris Thrash, the leader of the Service Excellence ini)a)ves, has been honored with the opportunity to work with hundreds of hospitals since With thirty (30) plus years of healthcare experience, he is a proven expert in crea)ng a culture of service excellence that drives pa)ent sa)sfac)on, employee engagement and physician loyalty. At IHS, we are commiaed to bringing best prac)ces from all of our experiences to add value to your department. Service Excellence References: Other Service Excellence Clients: Felicia Smith, Director of Nutri)onal Services Memorial of Converse County Douglas, Wyoming wk fsmith@mhccwyo.org Peggy J. Creany Administra)ve Director, Pa)ent and Guest Experience Penn State College of Medicine Penn State Milton S. Hershey Medical Center Hershey, PA wk pcreany@hmc.psu.edu Chris)ne Hartman Director of Nutri)onal Services Williamson Medical Center Franklin, TN (615) CHartman@wmed.org 3/2/16 9

10 Project Personnel Chris Thrash, MHA Senior Associate Chris holds his master s degree in Healthcare Administra)on from Southern California University (SCUPS) and is author of the books, Everyday Heroes, At the Heart of Effec)ve Leadership, Service Culture Handbook, and Leadership: Helping Others to Succeed. Chris is an award winning consultant, speaker and producer of training videos used by hospitals both na)onally and interna)onally. His work has been recognized by the WorldFest Interna)onal Film Fes)val. With thirty (30) years of healthcare experience, Chris has worked with hospitals across the na)on in transforming their Food and Nutri)onal Services from Good to Standing Ova)on performance. As an execu)ve success coach, he has helped hospitals transform their cafes into top performing areas by focusing on world class customer service, smart opera)ons and crea)ve menus. Chris has also drama)cally improved pa)ent sa)sfac)on by training staff members what excep)onal service looks and sounds like in pa)ent tray delivery. Chris has worked with hundreds of hospitals, as well as over thirty-five (35) VA Medical Centers across the na)on, over the past sixteen (16) years, and he has shared his exper)se with some of the following healthcare clients: AdvenIst Health Hershey Medical Center Holy Spirit Health System Centra Health Johns Hopkins University Health System Mayo Health Children s Medical Center Self Regional Healthcare Memorial Hermann Health System Covenant Health System Memorial of Converse County Phelps Memorial System Driscoll Children s MoIon Picture Television Methodist Houston Kaiser Permanente Self Regional Wake Forest University Medical Center Hanover Harris County District Tomball Regional Health System 3/2/16 10

11 Project Personnel Nitu Gupta, MS, RD, LD, PMP Senior Associate Nitu holds a bachelor s degree in Diete)cs and a Master s degree in Ins)tu)onal Management from University of Maryland. She offers more than twenty (20) years of diversified leadership experience in business opera)ons, marke)ng, product development, and applied informa)on technology in the and Senior Living segments. Nitu has earned a Registered Diete)cs and Nutri)onist (RDN) cer)fica)on from The Academy of Nutri)on and Diete)cs and her Project Management Professional (PMP) cer)fica)on through the Project Management Ins)tute. Nitu has held opera)onal food service management and clinical die))an posi)ons with Marrioa Management Services and Sodexo at ins)tu)ons such as Holy Cross, Children s Na)onal Medical Center, Asbury Methodist Village and Psychiatric Ins)tute of Montgomery County. In addi)on, Nitu was Vice President of Brand Management for Sodexo s Healthcare market where she provided direc)on, plan and support for Food and Nutri)on brand to a client base of over 1,500 in the and Senior Living segments. She is best known for leading ini)a)ves in cost management, revenue genera)on and stakeholder sa)sfac)on including pa)ents, residents, employees and the local communi)es. Recent accomplishments include: Led the deployment of a strategic IT System, which replaced legacy Systems at 1,200 individual client sites and saved the organiza)on $2M in opera)ng costs in the first year and $3M in implementa)on costs. Developed and launched products including menus and recipes to more than 1,200 client sites with a projected savings of over $5M dollars in opera)ng costs. Developed and launched a robust Wellness program for pa)ents, retail and catering customers for Sodexo s Health Care market. Notable clients: University s Ahuja Medical Center, Cleveland, OH Manor Care, Inc. St Joe s Mercy, Pon)ac, MI Brooks Health System, Jacksonville, FL Mayo Clinic, Rochester, MN 3/2/16 11

12 Project Personnel Ma^ Mundok, FMP Principal Maa holds a bachelor s degree in Hotel, Restaurant and Ins)tu)onal Management from Penn State University and is a Principal and Co-Founder of Innova)ve ity Solu)ons, Inc. based in Delaware. He is currently President of the Interna)onal Facility Management Associa)on s (IFMA) Food Service & Restaurant Council where he speaks regularly on trends and best prac)ces in on-site foodservices. Maa has earned a Foodservice Management Professional (FMP) cer)fica)on through the Na)onal Restaurant Associa)on s Educa)on Founda)on. His experience includes more than twenty (20) years of foodservice management and consul)ng experience in both corporate and college and university segments. Maa has held opera)onal management posi)ons in college and university dining with Marrioa Management Services and Wood Dining Service (now Sodexo). He held mul)ple opera)onal management posi)ons in both resident dining and retail dining at ins)tu)ons such as University of Piasburgh, George Mason University, Georgetown University, New Haven University. In addi)on, Maa was Vice President of Dining and ity Services at MBNA America Bank/Bank of America for more than six (6) years. Since founding Innova)ve ity Solu)ons, Maa has led numerous assessments, strategic planning, request for proposal (RFP) processes and contract nego)a)ons for the following healthcare educa)on clients: Mayo Clinic Health System System wide RFP process, contract nego)a)ons, post contract assessment Cleveland Clinic Health System Assessment, RFP process, contract nego)a)ons, transi)on and retainer support Penn State Hershey Medical Center Opera)onal planning, RFP process, contract nego)a)ons, KPI tracking Spectrum Health System Self-op assessment, strategic plan Emory University Planning and design for new tower, voice of the customer, opera)onal planning Exeter Opera)onal assessment and service recommenda)ons Mercy Medical Center (BalImore) Opera)onal assessment, RFP, contract nego)a)ons 3/2/16 12