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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Will they crow when you bark?

What do residents, families, staff, suppliers say about you?  Do they share your vision? Do they boast about the quality of your meals service? I recently visited a facility with a good reputation, and according to the residents, offered better meals than other aged care facilities in the area. Still, I felt tension and unease when talking with the staff and residents about meal services.  Thoughts were […]

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How a 50c saving per lunch cost $167,900 more per year

50c saving per lunch cost additional $167,900 per year

Whoops – Good intention but …  A provider switched to another external cook chill provider without testing the market.  Dissatisfaction with the current provider was not supported by formal documentation of shortcomings and complaints.  There was anecdotal evidence of problems but no shared understanding of the value stream or how the provider and supplier could address problems. One reason given for switching suppliers was that the lunch per […]

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