Foodservice Equipment & Supplies

AUG 2017

Foodservice Equipment & Supplies magazines is an industry resource connecting foodservice operators, equipment and supplies manufacturers and dealers, and facility design consultants.

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32 • FOODSERVICE EQUIPMENT & SUPPLIES • AUGUST 2017 T he Captain James A. Lovell Federal Health Care Center (FHCC) partnership with the U.S. Department of Veterans Affairs (VA) and the Department of Defense (DoD) formed the nation's first single, fully integrated federal healthcare facility. In addition, the FHCC contains Naval Health Clinic Great Lakes and community-based outpatient clinics. In total, the FHCC cares for nearly 67,000 eligible active military members, their family members, military retirees and veterans each year. With continuous adjustments and attention to detail, the four-year-old pa- tient room service-style approach brings positive customer approval. Prior to the conversion, the program was a cook-chill operation. "We were the first in the VA to support the VA mission to implement room service-style dining," says Wanda D. Parks, MA, RD, LDN, registered di- etitian and division officer for Nutrition and Food Services (NFS). "The conver- sion to room service brought improve- ments in the medical center's emphasis on patient-centered care and excellence in patient care and customer service. Our patients also feel a greater sense of dignity and respect with our room service and enhanced dining." For years, NFS provided a three- week cycle menu and patients didn't have much choice in terms of what and when they ate. "Room service offers patients more autonomy with what they choose and when to eat with a larger selection of food items and expanded mealtimes," Parks says. ROOM SERVICE AND ENHANCED DINING Through room service, Parks' operation serves 450 meals and snacks, including breakfast, lunch and dinner, daily. The average daily census at the FHCC includes about 140 inpatients and residents who reside at the facility. Approximately 75 to 100 patients from several residential programs also con- sume meals in the Lovell cafe's patient dining room in another building on campus. Patients check in when they enter the dining room, place their meal orders and tell the host where they want to sit. Patients then receive meals from a staff member as if they were in a commercial restaurant. Patients in the main hospital receive room service. The hospital consists of acute medicine, community living center, ICU, and mental health units. Patients in three residential programs receive enhanced dining, also known as restaurant-style dining. These patients are housed for care at the facility from six weeks up to six months. Room service is available to patients from 6:30 a.m. until 7 p.m. Patients or a family member place orders through the call center; if necessary, an NSF call cen- ter associate takes their orders bedside. THE FULFILLMENT PROCESS The fulfillment process begins when tickets from orders are printed in the room service kitchen. Staff preparing trays use a room service table that holds hot foods, such as vegetables, gravy, pasta, pancakes and sausages; two grills with refrigerated cabinets underneath; a combi oven; fast-speed oven; a food warmer to keep food items such as soup hot until needed for plating; five air curtain refrigerators; a freezer; tea dispenser; plate warmers for the cooks, hot plates; and a table for sandwich preparation with a cold drawer beneath. A line-starter receives the cold BEST HEALTHCARE FOODSERVICE PRACTICES ROOM SERVICE SCORES HIGH at Captain James A. Lovell Federal Health Care Center CS2 Phillip Collins, Navy culinary specialist, reviews a tray ticket with Wanda Parks, a registered dietitian and division officer for Nutrition and Food Services. Photo by Israel Molina, Captain James A. Lovell Federal Health Care Center

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