Foodservice Equipment & Supplies

AUG 2019

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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AUGUST 2019 FOODSERVICE EQUIPMENT & SUPPLIES 29 ELOMA. SIMPLE IN ITS OPERATION. FLEXIBLE IN ITS USE. SMALL FOOT PRINT. 101 Corporate Woods Parkway Vernon Hills IL. 60061 Tel. 844 356 6287 put on different diets, some go home early, some die. All of that has to be rec- onciled for orders placed the day before. And when trays are simply delivered on a set schedule, food quality suffers. Nurses frequently end up having to call down because a meal got cold or the patient couldn't eat what was sent up." In contrast, the At Your Request program offers patients freedom and •exibility to choose from a menu that offers around 25 entree selections prepared to order in central kitchens at each facility. The service is avail- able from 6:30 a.m. to 6:30 p.m. and patients receive their meals within 60 minutes of ordering. Alternatively, patients coming in for procedures or family members assisting patients can preorder meals and request deliv- ery times up to two days in advance. Nutrition department staff members assist in selecting items appropriate for patients' prescribed diet. Menu Makeup Menus at Johns Hopkins hospitals include traditional comfort foods along with chef-inspired, upscale, restaurant-style dishes that Mojica says help sell the sizzle. "A lot of people say offering too much choice is a bad thing, but I disagree," he says. "We used to stick to offering a couple of simple comfort-food options, like meatloaf, macaroni and cheese, ham steak, etc., providing modiŒcations here and there for restricted diets. You're not going to get much credit from patients for that. Even if it's good, it's stereotypical hospital food." Mojica maintains that offering a menu that includes comfort foods along with some unexpected, upscale and nontraditional items gives patients freedom to choose and makes them feel good, even if they end up choos- ing the standards. "The menu we ran at UNC had 93 entrees on it," Mojica explains. "We had spicy Thai; we had salmon, sushi and shrimp; we had smoked brisket with slaw, baked beans and fresh cornbread. What did most people get? Chicken noodle soup, meatloaf, a milkshake, a slice of pizza — which cost us almost nothing. Our average tray cost came in well under the industry standard of $2. If everyone had ordered the sushi, which cost about $7 per tray, I'd have been out of business in the Œrst week. In reality, we got about 5 orders a day for sushi out of a total of about 900, but it generated buzz and boosted patient satisfaction just for having it available. And for the few patients and/or family members who do order such options, you're now their best friend. They don't have to eat meatloaf or macaroni and cheese just because they're in the hospital." Beyond offering diverse menus, Mojica suggests syncing hospital room service and retail menus makes sense and that's something he hopes to introduce at Johns Hopkins. One beneŒt, he says, is the opportunity to cross-sell to visiting friends and family. Another is the opportunity to cre- ate advocates for the dining program among hospital staff, who can share opinions and help patients make selec- tions based on their own experiences. Ultimately, however, just as in commercial restaurants and hotel programs, true success with room service comes down to food quality. New ordering and tray tracking tech- nologies, enhanced equipment to help ensure consistency and temperature maintenance tools are all great innova- tions, and they're in play at Johns Hopkins, Mojica notes, but at the end Beyond oering diverse menus, Mojica suggests syncing hospital room service and retail menus makes sense, and that's something he hopes to introduce at Johns Hopkins.

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