ELEVATE PATIENT DINING TAKE A DEEP DIVE INTO PATIENT DATA
WHOA!
BUILDING
POWERFUL
PARTNERSHIPS WITH NURSING
NORTHSIDE CHEROKEE SEES RISE IN PATIENT SATISFACTION SCORES AFTER NEW INITIATIVES
CONTENTS
04
Connecting with Kevin
Let’s Chat with Kevin Dorr, SVP, about the Future of Patient Dining
20
Leveraging Patient Dining Data to Improve Our Menus
24 Seasonal Limited Time Offers Are a Hit 26 CHRISTUS Health Successfully Pilots What Right Looks Like
2 | That’s So Morrison
06
The Evolution of Patient Dining
08 Culinary Expos Across the United States 12 Innovating and Celebrating with Our Talented Chefs
28 Let’s Get Social 31 Mother’s Day Special Increases Patient Sat Scores
34 New Initiatives Drive Results at Northside Cherokee
36 Cleveland 32 Building Clinic Launches Relationships Market on the with Nursing at Move Transmountain
That’s So Morrison | 3
Let’s Chat with KEVIN DORR, SVP
W
hat a long, strange trip it’s been. Like many of you, my journey didn’t start in healthcare, but what an adventure it’s turned out to be. Any journey begins with a destination in mind, but often, it’s the unexpected moments along the way that leave a lasting mark.
As we set out to transform the patient experience, my culinary background made me believe it’s all about the food. However, it quickly became evident that creating an amazing patient experience goes far beyond what’s on the plate. It’s about the greeting, the menu, the china, the uniforms, the presentation, the aroma—all these details matter and come before the very first bite. It’s true that FOOD IS MEDICINE, but healing goes beyond nutrition. A great food experience can bring comfort and joy to a tough situation. In this edition, you’ll hear stories from people across the country who have embarked on this journey. The beauty of working for an organization
like Morrison is we get to see all the creative ways to tackle many of the same challenges we face. We understand that one size doesn’t fit all. However, one thing is clear: what was good enough yesterday won’t take us where we want to go in the future. The speed of change and rising client expectations are hard to ignore. The good news is that transformation rarely happens all at once; it often takes one step at a time. All this talk about change can be a bit daunting, but there’s a clear formula for making real, sustainable change. Think differently. Talk differently. Act differently.
“IT’S HARD TO BELIEVE THAT MORRISON SERVES OVER 170 MILLION PATIENT MEALS A YEAR. THAT’S 170 MILLION OPPORTUNITIES TO MAKE A DIFFERENCE IN OUR PATIENTS’ LIVES.” 4 | That’s So Morrison
Change the way we
Change the way we
It’s important to THINK about our patients as real guests with real choices versus a one-size-fits-all approach. The truth is, they are a really diverse group —from a 14-yearold-boy that has a severely broken leg, to a 75-year-old grandfather that has congestive heart failure, to a 30-year-old proud new mom, they all have dramatically different wants and needs. Another shift in the way we THINK is going from trusting our “gut” to trusting the data. We never want to lose the value of our years of experience, but it’s clear that blending that knowledge and the amazing amounts of data we have will absolutely transform the way we connect with our guests in the future.
Plain and simple—words matter! Think of all the changes around how we TALK about our business over the years —production managers to chefs, dietary to food & nutrition, cafeterias to cafés; those slight changes helped us raise the level of expectations. I would argue it’s time to start thinking and talking about ourselves as a hospitality company. After all, that is what we are doing … it’s even in the name HOSPITAL-ity! They may not remember what we said, or even exactly what they ate, but they will certainly remember how we made them feel. That is the precise definition of hospitality. Isn’t that the whole idea of healing, making people feel just a little bit better in their mind, body, and spirit?
THINK
Talk
Change the way we ACT
Changing the way we ACT is where the rubber meets the road. There are so many great places to start— pouring fresh coffee, new china, and hosting a nursing expo just to name a few. I would encourage you not to wait until you have the perfect environment or at the perfect time … it’s about making simple progress versus waiting for that magic moment. Momentum is a funny thing; when your teams see things starting to change it inspires others to start to think about what’s possible and ask questions like what if and why not? Small incremental changes quickly become game changing transformation over time.
I’m so encouraged by the renewed energy and the sincere excitement by every single level of our organization from the front line teams learning new plate presentations, to an ecstatic manager breaking out their new china, and a proud RDO sharing our latest patient promotions with their client. Our partnership between culinary and patient solutions has never been stronger; our chefs are focused on the patient tray like never before, and the support from the tip-top of our organization has never been more clear. Exciting times to say the least! As excited as I am about our progress, I’m not oblivious to the challenges ahead. Being a
pioneer isn’t easy or perfect, but there’s no doubt that the work we do matters. The food matters, the presentation matters, the flavor matters—you get the idea … details matter. At times, it might sound like a tall task, but the good news is we’re making great strides. It’s hard to believe that Morrison serves over 170 million patient meals a year. That’s 170 million opportunities to make a difference in our patients’ lives. What an incredible responsibility we have, and an even bigger opportunity to transform the industry, one patient, one plate, one experience at a time.
That’s So Morrison | 5
FEB ‘23
EVOLUTION
INITIAL PRESENTATION TO MHC LEADERSHIP •
Shared our ideas for what’s to come in 2023
•
Received positive feedback and the green light to bring to life
MAR ‘23
OF
PATIENT
DINING MAR ‘23 APR ‘23
BJC PATIENT DINING PHOTOSHOOT •
Tested and vetted recipes from the existing patient menu
•
Set the standards for what the patient plate and tray should look like
CULINARY EXPOS HIT THE ROAD
•
Launched series of new patient dining showcases across the nation
•
Sparked excitement from the top down
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DIGGING INTO DATA
•
Leveraged data to build optimized patient menus based on historical insights
2024
From ideation to implementation, follow the journey of how Morrison Healthcare is transforming the culinary experience for our patients.
WHAT’S TO COME AUG ‘23
•
All new patient menu templates to create a restaurant look and feel
•
Kicked up LTO series and holiday menus
JUN ‘23 MAY ‘23
INTRODUCED PATIENT LTO SERIES
THE LAUNCH OF WRLL
RVP/RDO TRAINING IN ATLANTA
•
A two-week long event with hands-on training between leadership and support teams
MASTERWORKS EVENT
•
Released an easy-to-understand tool to share our plating standards for patient dining
•
Chefs from across the country participated in a week-long R+D session
•
Developed and tasted all new patient recipes
That’s So Morrison | 7
ON THE ROAD:
CULINARY EXPOS MHC unveils BIG PLANS to transform the patient dining experience
T
he concept of our culinary expos took shape in February 2023 during a presentation to Tim Pierce’s leadership team on the futre of patient dining. The teams were eager to share all of the exciting plans for enhancing the patient dining experience, and, as it turns out, our leadership team was equally excited to find a fun and engaging way to spread the word to our regions. As a result, the Culinary Strategy & Innovation team hit the road and, for the past eight months, have been on the move meeting with our fantastic field teams, generating some buzz, and gathering invaluable feedback through our Culinary Expos.
Who was there? Expo attendees included a diverse mix of people, from unit managers and directors to our talented executive chefs and patient
8 | That’s So Morrison
S O P X S E E I Y T S I R E C A E 2 D N I 3 N L E U T C T + A 5 F 2 O S 0 0 1,0
That’s So Morrison | 9
services managers. Even our senior leadership were in attendance, connecting directly with their teams to encourage participation and demonstrating their commitment to improving the patient dining experience.
What’s so special about another meeting? The culinary expos weren’t just about talking; they were about doing. Each expo offered opportunities for hands-on training, arming team members with the skills and knowledge needed to bring these exciting changes to life in the units. Not only were the expos a valuable means of training, but they also fostered genuine collaboration, not only on a local level, but also between our regional and corporate support teams, all with the shared goal of making the patient dining experience the best it can be. Check out the photos to see what all the excitement is about!
THE CULINARY EXPOS SERVED AS A LIVE, INTERACTIVE TRADE SHOW FEATURING NEW PATIENT CHINA, SEASONAL LTO SERIES, HOLIDAY THEMED EVENTS AND MORE TO HELP BOOST THE PATIENT EXPERIENCE. THE BEST PART?
WE’RE PUTTING THE FUN BACK IN FOOD! brian salter national director of culinary
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That’s So Morrison | 11
Innovating with our
TALENTED CHEFS
Our culinary leadership team completed the inaugural Masterworks, an exciting four-day event in Dallas, Texas, bringing together 25 incredibly talented chefs to develop new patient recipes. Masterworks provides a space for our team members to connect, innovate, experiment, and showcase their creative talents through food. This year’s program was centered around patient food innovation and provided our chefs an opportunity to help shape the future of patient food at Morrison Healthcare. The event was a hub of culinary innovation, resulting in the creation of over 70 new recipes and over 200
12 | That’s So Morrison
plates served. But Masterworks is about more than just food; it’s about fostering connections and collaboration. Countless meaningful relationships were forged during this event, making it a truly unforgettable experience. The teams are already looking forward to the next event, where we’ll continue to celebrate culinary talent and innovation.
MASTERWORKS
ANDREW BAILEY
KRISTEN BETHEL
ALEX ‘AJ’ CARLOTT
CODY DODSON
HANS DANNERHOJ
SANDRA ECHAVEZ
RENATO GERENA
LEON FANTROY
STEVEN FINEGAN
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CLASS OF 2023
JOSEPH HIRSCH
JONATHAN LIEN
BILL NESTON
LINDSEY PEEPLES
GUSTAVO PEREZ
GEORGE SIGETI
BRIAN SISK
ENVER STERMILLI
DAVID UPCHURCH That’s So Morrison | 15
MASTERWORKS WAS TRULY A COLLABORATIVE EFFORT. SLEEVES WERE ROLLED UP, IDEAS WERE SHARED, AND THE END RESULT WAS AN AMAZING SPREAD OF INNOVATIVE AND DELICIOUS CREATIONS! casey clarkson
sr. director strategic projects + programming
| 17
From Insights to Action
DIVING INTO PATIENT MENU DATA
+170
Technology has transformed the healthcare experience for patients and providers by bringing new levels of efficiency and delivering results for new safety initiatives. But technology isn’t just shaping the experience for providers, it’s impacting hospital food and nutrition services as well. As such, Morrison Healthcare has developed and invested in our MyDining program to bring a new level of service to patients.
million patient meals annually
WHAT IS MYDINING? MyDining is Morrison Healthcare’s proprietary personalized patient meal-ordering system. The program offers food and nutrition service team members and administrators an easy system to log, track, and report on patient meal orders while its operational features improve order accuracy, enhance patient safety, and boost patient satisfaction scores. MyDining has an abundance of data, from patient demographics to tray costs, understanding diet needs, to menu engineering, and even identifying the most popular dishes on our menu. This information will help us better understand exactly who our patients are, what menu items they love, and which insights make sense for our business. With the collaborative efforts of the culinary, MyDining, and Healthcare Digital teams we are excited to dig in and develop patient personas to help us better pin-point what our patients are wanting to eat.
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COMING SOON: HEALTHCARE DIGITAL’S QUARTERLY INSIGHTS NEWSLETTER
Features & Highlights » Company-wide Benchmarks » Regional Insights » Menu Engineering » Actionable Data » and So Much More!
Seasonal Limited Time Offers Are a Hit with Patients!
20 | That’s So Morrison
T
his year we introduced seasonal limited-time offers that can be prepared for both the patient menu as well as the retail space. These limited-time offers have been a success amongst our guests and have shown an increase in patient satisfaction. They’ve added variety and an element of seasonality to existing menus as well.
BEST PRACTICES •
Align “Power Plates” and test trays with the LTO series. This is a fantastic opportunity to educate the PDAs, hospital leadership, and nursing, as well as educate our on-site team about what’s to come.
•
Presentation makes the experience. Ensure each plate looks fresh and adheres to the recipe.
BUT WAIT, THERE’S MORE! We’re excited to keep the momentum going in 2024 by introducing all new limited time offers to include on your patient menu. Anticipate a variety of enticing choices, including new Mediterranean fare, delicious breakfast options, and fresh new salads. And that’s not all – come fall, we’ll be unveiling comforting pasta bowls to further enhance the patient dining experience.
That’s So Morrison | 21
What Right Looks Like
OUR CHRISTUS CLIENT LOVES THE WRLL TOOL!
WHAT RIGHT LOOKS LIKE IS HANDS DOWN THE SIMPLEST AND MOST EFFECTIVE WAY OUR TEAMS CAN IMPACT THE CONSISTENCY AND QUALITY OF OUR PATIENT MENUS! THIS IS A GAME CHANGER FOR OUR BUSINESS, CLIENTS, AND TEAMS! jason hewlett regional vice president
22 | That’s So Morrison
Our teams delivered an amazing experience at the CHRISTUS Health Opening
T
he What Right Looks Like tool was a huge success at the CHRISTUS Health System opening this fall. Teams were able to easily see what the ideal presentation and ingredients should be to deliver an amazing experience to our patients. Simply improving plate presentation can have a direct and positive impact on a patient’s day. One of the many benefits of this tool is its ability to visually coach team members through the techniques and methodology needed to properly plate patient food. The feedback from the CHRISTUS Health opening was so positive that we plan to launch the new What Right Looks Like binder company-wide in 2024!
That’s So Morrison | 23
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That’s So Morrison | 25
Shoutouts
Celebrating the amazing things our teams have accomplished and how they’re going the extra mile for our patients THE IMPACT OF SERVICE RECOVERIES
CHEF KEVIN MAYUGA AND HIS NEW SOUS CHEF
At Long Beach Memorial in Long Beach, California, Patient Experience Manager Cameron Quezada recently discovered the incredible impact of personal interaction during a challenging service recovery. One of the patients, who required a minced/moist diet, was struggling to swallow his food and was understandably growing increasingly frustrated. Cameron recognized the patient’s predicament and reassured him that a solution would be provided. In response, Cameron promptly reached out to Executive Chef Kevin Mayuga for assistance, and Chef Kevin wasted no time in springing to action. Before Cameron could even finish explaining the situation, Chef Kevin was already on his way to engage with the patient, which made an immedi-
ate and positive impression. Chef Kevin’s simple act of being present was greatly appreciated by the patient. As a direct outcome of this interaction, the team at Long Beach Memorial Hospital has taken steps to improve the dining experience for minced/ moist diet patients. They have modified the sauces for minced meat options and
THE TEAM AT LONG BEACH MEMORIAL HOSPITAL HAS TAKEN STEPS TO IMPROVE THE DINING EXPERIENCE FOR PATIENTS ON SPECIAL DIETS.
26 | That’s So Morrison
increased the portion of sauce provided with the meals. This heartwarming story underscores the profound impact that a little extra patient interaction can have, highlighting the hospital’s commitment to improving the well-being of those they serve.
Kevin Dorr and his team are elevating the hospital culinary experience, thereby enhancing the overall patient experience. I love what they’re doing, because they’re not satisfied with the adage that hospital food is subpar; that somehow, one should lower their expectations because it’s “just hospital food.” He’s challenging that idea and, in doing so, he’s keeping the main thing the main thing; focusing on doing the right thing by our patients. That drives all other outcomes.”
DUSTY DERINGER
VICE PRESIDENT OF PATIENT EXPERIENCE
Lemon Rosemary Chicken with basil oil and served with creamy orzo vegetable pasta and a honey balsamic side salad
Seared Broccoli Steak
SWEET TREAT
with basil oil and served with creamy orzo vegetable pasta and a honey balsamic side salad
Coconut Poke Cake
rich vanilla cake topped with cream cheese icing and sprinkled with toasted coconut
plant based
WakeMed Raleigh Sees Increases in Patient Satisfaction Scores The team at the WakeMed Raleigh campus saw an increase in their patient satisfaction scores after implementing the Mother’s Day menu this past May. Their scores were actually the highest they’d seen in 12 months! The culinary team executed the menu and plated it beautifully to really make the food pop. As a result, they plan to continue offering more exciting seasonal and holiday menus to their patients in the future! Keep up the great work WakeMed Raleigh team! That’s So Morrison | 27
Patient Satisfaction scores might give us an idea of how a hospital stacks up against its peers, but the true gem lies in the precious data and insights we gather from our hardworking operators every day. That’s what fuels the spirit of teamwork between Culinary, Clinical Nutrition, Technology and Nursing Engagement teams, propelling us to make genuine improvements in our processes and ultimately bringing happiness to our cherished patients. So, let’s roll up our sleeves and continue striving for excellence, because in the end, it’s all about the care and joy we bring to those in our care.”
LAURA KNIGHT
SENIOR VICE PRESIDENT OF PATIENT SOLUTIONS
Creating Excitement in the Kitchen with a Chef’s Table at Providence Transmountain
P
rovidence Transmountain’s Food Service Director, Jill Lindstrand, recognized an opportunity to bridge the gap between nurses and food services and decided to act! Working alongside her team, she organized a unique Chef’s Table tasting event. Invitations were sent to adminis-
tration, QA, and directors on each of the hospital’s units, and happily, everyone who received an invitation attended the Chef’s Table. To kick off the event, guests were able to observe how patient trays are assembled and gain a better understanding of what goes into creating
CONSIDER CREATING A CHEF’S TABLE TASTING EVENT IN YOUR ACCOUNT TO EDUCATE STAFF ON WHAT AND HOW PATIENTS ARE BEING SERVED. 28 | That’s So Morrison
a patient meal. After asking questions about assembly, they moved on to their meal. Guests were served items from the patient menu, including the Very Berry Salad and coconut chocolate flan. The feedback from the event was extremely positive! Comments from the attendees included, “Could I start ordering from the patient menu?” Jill and her team have decided to make this a yearly event as a way to continue creating raving fans across the hospital.
Rave Reviews from Sentara Virginia Beach General Hospital Thank you for putting together such a wonderful lunch for me and allowing me to taste the summer salad meal. It was excellent with outstanding tray presentation. All around a first-class lunch. It was very nice to know what we’re serving our patients and having the opportunity to enjoy the food they do. Thanks again for all you do to support our patients!”
BERNIE BOONE
PRESIDENT, SENTARA VIRGINIA BEACH GENERAL HOSPITAL
That’s So Morrison | 29
Account Spotlight: Northside Cherokee
N
orthside Cherokee Hospital, located in Canton, Georgia, fully embraced the mission of enhancing the dining experience for their patients. To achieve this goal they introduced patient ambassadors, adopted the What Right Looks Like tool, and established the prestigious Iron Skillet Award. The outcomes of these measures were striking, resulting in a surge in their patient satisfaction scores specifically concerning the quality of food.
INTRODUCING THE IRON SKILLET AWARD! The Iron Skillet Award has its roots in 2014, when it was first introduced at Sentara Virginia Beach General Hospital by MHC team members Thomas Cerja, Wayne Barkins, James Watton, and Calvin Bacote. The award proved to be an effective way to boost engagement and ignite a sense of passion among
30 | That’s So Morrison
the team at Sentara. Years later, when Wayne Barkins relocated to Northside Cherokee, he was quick to introduce this successful program in May 2023 with the help of George Sigeti, Janna Lukens, and Brian Gale. The Iron Skillet Award is presented each month to one exceptional team member, who is honored during monthly team meetings. Each honoree receives a certificate and a
genuine 12” Lodge Cast Iron Skillet, symbolizing their outstanding contributions. To be eligible for this award, associates must have positive documented customer service feedback, consistently exhibit exceptional teamwork, and actively contribute to the improvement of patient satisfaction scores. This initiative not only recognizes excellence but also fosters a culture of dedication and exceptional service within the healthcare environment.
See What Division President, Lenny Scranton, Has to Say About New Patient Programming The roll out of What Right Looks like has been so exciting for my team and me. As a culinarian, its refreshing to finally blur the lines between patient dining and retail dining and just feature our great food. Since introducing this to our teams and clients we’ve received so much positive feedback. We’ve seen a direct correlation with improvements in patient satisfaction scores around food quality and temperature as well as positive verbatim feedback. I believe this will not only be a driver of patient satisfaction but will also be a powerful business growth and retention tool.”
LENNY SCRANTON
DIVISION PRESIDENT
COURTESY MPR
INITIATIVES
IMPLEMENTED PATIENT AMBASSADOR PROGRAM
61
55
93
APRIL
QUALITY MPR
87
76
98
NEW PLATING OF CURRENT MENU ITEMS
MAY
MARCH
TEMPERATURE MPR
85
78
97
IMPLEMENTED IRON SKILLET AWARD
INTRODUCTION OF HOLIDAY LTOS
Increased & maintained 20+ MPR points from March scores
That’s So Morrison | 31
Account Spotlight: Cleveland Clinic
T
he idea for an oncology-friendly snack cart spawned from a simple letter written by a patient to administration looking for snack options during treatment. Cleveland Clinic Indian River’s Oncology Department approached CC’s Patient Support Services leader Maggie Stefanek and our Morrison Healthcare team for a collaborative effort in April 2023 looking for a solution to not only offer oncology-friendly snacks, but also at no additional cost to the patient. Regional Vice President, Wendy Phillips, Regional Director Elmostafa
THE TEAM CREATED A CUSTOMIZED SOLUTION SPECIFICALLY FOR CLEVELAND CLINIC BASED ON MORRISON’S EXISTING MARKET ON THE MOVE CONCEPT. 32 | That’s So Morrison
‘Mo’ Tayouri, and Director David Keller knew just the solution to help provide nourishment to their patients. The team created a customized solution specifically for Cleveland Clinic based on Morrison’s existing Market on the Move concept. Hospital administrators approved the concept, and with funding from community partner Answer to Cancer, the team was able to launch the specialty snack cart. The cart’s branding was designed in partnership with The Scully Welsh Cancer Center team to include the Cleveland Clinic and Answer to Cancer logos. With the help of the clinical dietitians, the team also created a menu designed to help with cancer treatment symptoms. Launched in August of 2023, the mobile snack cart is brought chair-side to patients receiving infusions. Additionally, the Oncology Center installed a credenza for always-available snacks, as well as a Flavia coffee machine for specialty coffee items. To further enhance the patient experience, the MHC team created a delivery point in the Oncology Center for mobile deliveries; when a family member or outpatient orders from the Morrison menu at Cleveland Clinic Indian River Hospital café, they can choose to have it delivered right to the Oncology Center.
SCAN TO LEARN MORE
“Great collaboration and work from everyone on this very important addition to our cancer center. This is much more than just a food cart; this is clinical and wellness support for our patients, as they are going through maybe the worst times of their lives. We are so thankful for all of you. This matters a great deal.”
Larry McGill ADMINISTRATOR, SCULLY WELSH CANCER INSTITUTE
That’s So Morrison | 33
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S P U ED O S S S I M R E P-E T TO B
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