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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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What went wrong?

Risk and Reward Recent adverse media coverage over a leaked internal memo requesting staff return leftover food to the main kitchen to determine if it can be reused is a good example of how a meal service can go horribly wrong. Managing risk may avert such situations but a focus on quality delivers a better reward for all stakeholders, particularly residents. Enhancing the dining experience doesn’t always […]

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Where do you cook their greens?

I love my leafy greens, and often have them 3 meals a day. Regular travel to Russia and China would have my colleagues hunting up restaurants renowned for piles of leafy vegies. I also loved buying fresh herbs, divine sweet juicy tomatoes and incredible crunchy Lebanese cucumbers from Russian Babushkas on the street who sold the fresh produce grown on their tiny Dacha plot for a few […]

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Sensory Garden for Noosa Care Dementia Wing

A visit to Noosa Care’s Carramar dementia wing sensory garden highlights the possibilities that can be achieved to provide a feeling of home for residents and sense of relief for family. Divided into 4 settings of Beach, River, Rainforest and Rural Setting, residents and family can freely stroll and spend time outdoors in gorgeous natural settings. The Rural Setting includes chooks, mens shed and edible garden. The […]

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