Customer satisfaction essential for hospitals' success

Press Ganey scores on things like foodservice determine amount of Medicare funds a hospital receives.

March 20—The picky patient who complains about hospital food or a wait in the emergency room could mean the difference between a hospital getting a full Medicare reimbursement and a reduced payment beginning this fall.

The stakes are higher than ever for hospitals to improve the patient experience. Starting in October, it could mean millions of dollars for hospitals as patient satisfaction for the first time is factored into how much Medicare reimburses for the care of senior citizens.

"One bad meal can mean a bad patient satisfaction score," said Fred Brown, managing director for consulting firm Ducker Worldwide in Troy.

And Metro Detroit hospitals are jumping into action, retraining employees in customer service and offering perks such as made-to-order room service meals and VIP lounges to cater to patients and their families.

"The luxury of the rooms is becoming an important factor, and the kind of food you're getting is becoming an important factor," Brown said.

More From FoodService Director

Industry News & Opinion

Risley Dining Room at Cornell University in Ithaca, N.Y., has just become 100 percent gluten-free, 14850.com reports.

For the past two years, the university has slowly phased out gluten in the dining hall’s menu by eliminating it in its stir fries, biscuits and brownies.

Instead of offering gluten-free versions of typical college fare, including pizza and pasta, the dining service team aimed for more sophisticated restaurant-style items.

Along with being gluten-free, Risley is also peanut free and tree-nut free.

The dining room is the second college eatery...

Industry News & Opinion

James Madison University in Harrisonburg, Va., recently hosted a weeklong program called Weigh the Waste, which aimed to show students how much food gets wasted in dining halls, The Breeze reports.

Throughout the week, students placed food they were about to throw away on a scale located near the trash bins at one of their dining halls. At the end of the week, the school tallied the waste and saw that 817 pounds of food had been wasted.

School officials hope that the annual program, which it’s hosted since 2015, will remind dining hall patrons to only take as much food as...

Industry News & Opinion

The University of Maryland will begin offering weekly specials at all of its dining halls this semester, The Diamond Back reports.

The weekday specials will allow Dining Services to offer past menu items that students miss as well as new dishes students have been requesting, according to a spokesperson.

Students can find out which specials are being offered each week via dining hall table tents as well as through Dining Services’ social media. During select weeks, the specials may reflect a particular theme, such as Taste of the South.

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Ideas and Innovation
pinterest hand phone

We like to offer a constantly changing menu. Last year, I started a Pinterest account—not for marketing, but for my team, so that they can look to the recipes for inspiration and try something new. We tried protein cookies based onto a Pinterest recipe, and our residents loved them.

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