Foodservice Equipment & Supplies

AUG 2018

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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30 • FOODSERVICE EQUIPMENT & SUPPLIES • AUGUST 2018 By Donna Boss S tiff competition. The need to raise revenues while lowering expenses. Provide quality, customizable menus. Integrate technology. Meet cus- tomer demands for speed of service. Healthcare foodservice has a list of challenges that measures a mile long and then some. In a sweeping interview, Dan Henroid, MS, RD, director, Nutrition and Food Services, and sustainability officer, UCSF Health, San Francisco, addresses all of these issues and more as he looks at the state of healthcare foodservice. FE&S: What trends are shaping today's healthcare foodservice landscape? DH: The trends reflect amenity-centered care like those offered in hotels. This trend reflects a desire to better meet customer expectations, par- ticularly the younger generations. Foodservice and other services such as gift shops are amenities, and people have to get to us. This is particularly important when we have competition across the street … we want to bring people in and don't want them to leave. FE&S: Given the importance of these amenities, it seems patient meals, while still important, may be a shrinking part of your product mix. DH: Retail services account for slightly less than 90 percent of our meal vol- ume, which is very high compared to other healthcare foodservice departments. We will continue to see high retail meal volumes as we decrease patient census and move more into serving outpatients and satellite operations outside the main hospitals. The retail program features a restaurant-style scramble system. We try to align the restaurant food concepts with patient menus as well. FE&S: Any other nontraditional aspects of healthcare foodservice doing well? DH: Catering continues to be big for us. We compete with outside cater- ing services and offer competitive pricing even though my labor cost is phenomenally higher than the competition. Even so, we have a profitable catering operation despite these challenges. In waiting areas and lounges, we have 5 and soon-to-be 11 vending-style commercial refrigerators that provide fresh food for customers. People swipe their credit cards into a computerized device that sits on the refrig- erator's glass door. After opening the glass door they can examine the food. When they swipe their credit cards, they take the food out, close the door and their credit card is charged. We are investing in kiosk ordering within our cafes and considering waiting rooms. Mobile ordering for pre-ordering and payment is likely right after this project. FE&S: Is there a place for customer-facing technologies, such as app ordering, in providing meal service to patients? DH: We think bringing your own device (BYOD) to patient ordering has lots of H E A LT H C A R E F O O D S E RV I C E S P O T L I G H T HEALTHCARE FRAME OF MIND Q&A with industry veteran Dan Henroid, MS, RD, UCSF Health

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