Author Archives: Jo Cleary

aged care meals effect EBITDA and occupancy

Why aged care providers need to be strategic and courageous to prosper

This week I went to the annual Stewart Brown benchmark briefing to hear about their latest survey results of residential aged care and community aged care providers. Why should you benchmark? Understand industry trends you may not be keeping up with Compare your performance with actual data of others Discover what’s driving best practice Make informed strategic decisions The future The big message that came through repeatedly?  […]

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Sippee cup not part of the dining experience in aged care

Do I look like I need a sippee cup?

This is how my meal came to me recently while sharing a meal in a nursing home. While the meal was dished up nicely, I received the items still on the tray and the soup and drink in a sippee cup. In this dining room, all meals are trayed, whether residents are in the dining room or not. They therefore receive their complete meal at once. The […]

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Change management aged care affects meal service

Recalcitrant staff? This could be why

While in Sydney last week, it was recommended I visit Tradies to experience customer service.  After coincidentally driving past their big sign on the fence earlier in the day, I was told no, Tradies is not a tool shop, but a Club (the Trade Union Service Cub). The minute I walked through the door I was warmly greeted by the Customer Service Manager. I told her I […]

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Take Action to Improve the Dining Experience

Why You Must Take Action to Improve the Dining Experience

Are your staff walking the talk of your vision and website statements about the dining experience? Would your residents agree with the words you use to promote your meal service? Does your promotional material reflect what the residents feel they experience? When I undertake a project to improve the quality of the meal service in a facility, I sit and eat and immerse with the residents over […]

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Online Complaints about residential aged care nursing homes

How are you managing your social media stakeholders?

I have been forwarded a facebook post from a young woman who visited a 92 year old in a nursing home. She gave a very descriptive account of how poorly he is being treated – from her perspective. The Provider was named and shamed. 1268 shares later on her facebook page, her message is reaching an ever widening audience. I cant see any response from the facility or very, […]

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Does Catering and hospitality compete with care in nursing homes aged care?

Q: Are meals considered part of “care” in your residential aged care facility?

I was really disappointed yesterday to speak to a Facility Hospitality Manager who said her management considered meal improvement laughable, as anything not care did not matter. How are you incorporating the essence of the meal service and dining experience into the culture of your organisation, right up to Board level? Are you having/seeing similar issues?  Is management letting catering and hotel services fall between the cracks, […]

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Hammond Care, Who murdered the dining experience meal in aged care facilities?

Reduce the Cost of Resident Meals and Improve the Dining Experience? Its possible, and here’s how.

There is hidden waste in every aged care residential facility.  5 examples include: 1.  Production, tray and plate waste. By completing a one-week survey recording the amount of waste of every serving tray and every plate at every meal plus pantry and production waste, one facility went from ordering 2 extra meals to ordering 10 less. This equated to $43,800 per annum, with no impact on quality […]

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Mindfulness for residents in aged care to improve their meal service

5 ways you can immediately improve the dining experience

These simple tips require no capital expenditure or additional labour Gemba Walk. By managers regularly walking through the dining rooms during meal times, residents feel they can express their view in a casual, non-threatening way, reducing bottled up frustration and increasing their satisfaction. By being in “the real place”, managers spot improvement opportunities firsthand.Mindfulness of staff.  Meal time is an experience for residents, not just a process. Look with fresh […]

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Serving hot meals to improve dining experience

How hot’s dinner?

Aged care residents often complain about their meal because it isn’t hot enough when they receive it.  Taking a customer-centric approach to the meal service can ensure they receive a hot meal and satisfies their inner critic.  Over a year, a resident in an aged care facility is served up to 1,095 hot meals.  How many of these meals are presented to them hot without being murdered? […]

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Are you Looking “Outside-In” to Improve Customer Service in the Dining Room?

We are increasingly seeing successful aged care leaders taking an outside-in approach to their meal services. Operating from the perspective of solving problems and delivering value for their residents rather than merely focussing on meeting regulatory requirements and compliance. An outside-in method  to customer service requires a 2 step approach: Build an awareness and understanding of the problems and constraints of your customers. This goes beyond regular […]

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