Royal Perth Hospital is recognised nationally and internationally for its high standards of patient care.   The 855-bed Hospital is divided between two campuses. The main campus is located in the heart of the City of Perth, while the second campus is located some 8kms away in the leafy suburb of Shenton Park.

 

 

Requirement

Changing Directions was engaged to assess the food standards at the Royal Perth Hospital against the other major teaching hospitals, (Fremantle and Sir Charles Gardiner Hospitals) and determine the reason for falling customer satisfaction. The brief included the requirement to provide a detailed report stating the outcomes and making recommendations to address any identified shortcomings.

 

Solution

Changing Directions were asked to review food standards to investigate the reasons for the significant gap between the Department of Health's annual Patient Satisfaction Survey, and the surveys conducted by the Service Provider and provide a detailed report with recommendations.

 

Changing Directions reviewed all aspects of the food services by means of quality auditing of the service according to an established 'Audit of Food Services' methodology developed for use in Hospitals.

 

Changing Directions benchmarked the service standards in terms of Food Services Activity Categories and by Total Score rating, firstly as a comparison against hospitals surveyed under the same system, and secondly as a comparison against hospital food services standards in other states.

 

Outcome

The assessment identified that opportunities existed to improve the quality of the meals served and to significantly reduce waste by changing the way meals were ordered and served. Additionally it was recommended that patient movements be more accurately monitored to ensure that the correct meals were served to high risk patients.