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Patients are savoring the new Room Service program, introduced by the Department of Food Services in May on Tower 14, 15 and 16AB, and the latest Press, Ganey Inpatient Satisfaction Survey results prove it. In July, inpatients gave meals an overall mean score of better than 77, a marked improvement from previous scores.
Just a few months earlier, patients on those units who responded to the Press, Ganey surveys gave BWH low marks on food, with an overall mean score of 69 for meals. Tower scores are expected to follow the upward path of the meal scores in the Connors Center for Women and Newborns, where meals scores prior to March 2004—when Room Service was implemented—hovered in the low 70s. Now those scores routinely hover between 82 and 84. The Room Service program will be rolled out to the rest of the Tower in the spring following renovations to the hospital’s main kitchen on L2.
“Our patients from those areas now can call 4FOOD (4-3663 from a BWH phone) and choose from our menu of meals, which are prepared when they’re ordered,” Karen Purdy-Reilly, director of Food Services, said. “If someone wants a Greek salad with no olives, that’s not a problem.”
Menu selections include broiled salmon, vegetable lasagna and several salads. Breakfast items like omelets and French toast are popular all-day long, and the sandwich selection rivals d’Angelo Sandwich Shops. 4FOOD ordering is available 7 a.m. to 8 p.m. Orders are delivered to patients within 45 minutes.
“We concentrate on delivering food to our patients as quickly as possible so they feel like they’re in a restaurant or hotel,” Theresa Hillard, a supervisor in Food Services, said.
Purdy-Reilly said the tiered rollout, beginning with units in Connors, has allowed Food Services to receive feedback through Press, Ganey surveys and other avenues to improve service. Also, Food Services has remained and will continue to remain completely operational during kitchen renovations. “Our entire department has worked hard to ensure service to the entire hospital—inpatients, ambulatory areas, the cafeteria and catering,” Purdy-Reilly said.