Senior Living: Root Cause Analysis Made Simple p2 | Senior Living: Getting Ready to Reopen p4
Foodservice Solutions Magazine | Issue five 2020 | martinbros.com
Social Distancing Markings
SafeCheck
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2 | ISSUE FIVE 2020 | dish!
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Legendary Service - Better Together The coronavirus pandemic has created unprecedented times in our history. The timeline towards recovery and what lies ahead continues to change and includes lots of uncertainty. However, we know that we will all continue to get through any challenges we face if we work together.
Foodservice Solutions Magazine | 2020 Issue four | martinbros.com
EXECUTIVE VICE PRESIDENT Diane Chandler
VICE PRESIDENT OF MERCHANDISING Jennifer Meinders
Martin Bros. remains committed to all employees, vendors and customers – to focus on our values of family, legendary customer service, integrity, passion, innovation and teamwork – as we work together to stay strong and help others. We are thinking of you all during this time. We hope that some of the resources included in this special edition of Dish! will be a help to you. Please let us know if there is anything else that we can do to be of assistance.
MARKETING MANAGER Angie Dark
KRYSTLE KETTMAN
Managing Editor | kkettman@martinbros.com
VENDOR MARKETING COORDINATOR Krystle Kettman
CATEGORY MARKETING MANAGERS Natalea Koehn, Julie Podhaski, Steve Krivachek, Roxanne Hassman, Julie Coen, Maggie Jensen
DIETITIANS
Julie Halfpop, Mary Sell, Renee Greiner, Christine Link, Christy Edwards, Gretchen Robinson, Katie Wulkow
SENIOR LIVING SPECIALISTS Erika Kramer, Ryan Young
MEDICAL SUPPLIES SPECIALIST
this issue
2
Senior Living
Root-Cause Anaysis
4
Senior Living
Reopening
Becky Miller
EQUIPMENT & SUPPLY SPECIALISTS Mary Schott, Dustin Rider, Rick Moser, Mario Mery
CULINARY
Scott Fadden, Steve Tiezzi, Doug Voss, John Smith
6
Culinary Concepts
Food Service Planning During Challenging Times
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Featured reba
GRAPHIC DESIGNERS
Rob Swiatly, Trevor Holman, Beth Keeney Bill Pendry, C. Allyn Slack
PHOTOGRAPHY Rob Swiatly
VIDEOGRAPHY
7
Beth Keeney
INTERACTIVE DESIGN SPECIALIST Bill Pendry
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dish! | martinbros.com | 1
senior living
Root-Cause Analysis Made Simple The global pandemic has certainly allowed us to examine our operational processes as a whole and inspired us to seek change and improvement within our departments. The Centers for Medicare & Medicaid Services along with other regulatory authorities are encouraging a focus on systemic change within an organization to practice process improvement in areas such as infection control, nutrition services and even procedures related to visitors and outside vendors. One of the easiest ways to elicit systemic change is to do a root-cause analysis to determine the most efficient way to achieve success. While root-cause analysis sounds somewhat intimidating, it is really just like peeling back an apple to get to the core or finding the roots that are causing the branches. You are finding the true reason that processes or behaviors are occurring and setting yourself up for sustainable improvement. Most importantly, root-cause analysis is a method of problem solving that allows leaders to navigate what is causing the problem and not just jump to what is perceived to be a solution. Let’s work through an example so we can see how root-cause analysis really works!
Julie Miller RDN, LD, Martin Bros. Missouri Marketing Dietitian
2 | ISSUE FIVE 2020 | dish!
Implement Root-Cause Analysis
1 Identify the problem.
The problem statement is a general observation. Do not overthink it. Example: Employees are not washing their hands as often as they should.
the problem using a unit 2 Describe that can be measured.
This is perhaps the most challenging piece of rootcause analysis. To eventually show improvement, you must have data to compare it to. This measurable unit can be a frequency of occurrence, a measure of resident feedback, a temperature taken in the kitchen, a percentage of meals consumed, etc. Whether the data is collected subjectively or objectively, the key is to make sure you can track your outcomes. Once you determine your baseline (where you are at), you can determine a goal (where you want to be). Example: Employees were observed washing their hands correctly 5 out of 7 times. The employee handwashing success rate is therefore 71%. This is unsatisfactory. Our goal is to have a success rate of at least 75%.
Conduct an interview-based 3 investigation. The investigation is the key piece in root-cause analysis. We want to figure out why, for example, the handwashing success rate is only 71%. There are many best practices when conducting the investigation. Here is one example called “5 Why Analysis”. Example:
“5 Why Analysis” After you observe an employee using incorrect handwashing procedures, ask “why” five times to attempt to get to the root cause. 1. Why didn’t the employee properly wash their hands? The employee didn’t dry their hands with a paper towel.
2. Why didn’t the employee dry their hands with a paper towel? The paper towel dispenser was out of paper towels. 3. Why was the paper towel dispenser out of paper towels? The employee that used the last one didn’t notify a manager. 4. Why didn’t the employee notify a manager that the dispenser was out of towels? The employee feels uncomfortable going to the manager. 5. Why does the employee feel uncomfortable going to the manager? The manager is struggling with work-life balance and is not displaying the most inviting attitude. It is clear that, in this case, there are issues that need to be resolved beyond hand hygiene training.
4
Form an action plan for improvement based on what is “in control”. When forming an action plan, choose a few things that you are in control of and that you can work to improve. Action plans usually include a description of the goal, what will be done and a time frame to which it will occur. Example: Management will write thank-you notes to help acknowledge employee performance two times per month.
Monitor and work to sustain 5 success. Regularly check in on action steps and overall improvements to the process. Example: Management has been keeping up with their thank you-writing goal. Employees seem to appreciate the thank-you notes. The handwashing success rate has gone from 71% to 75%.
Overall, root-cause analysis is a small piece to a large puzzle. Process improvement is not always straight forward and requires a variety of methods to get from point A to point B. While root-cause analysis can seem like a lot of work, it is the most efficient way to determine what is getting in the way of achieving a goal. dish! | martinbros.com | 3
Senior Living
Setting Guidelines for Reopening As states turn their attention to reopening senior living communities to visitors, there are a lot of challenges that will arise. As you work towards the goal of allowing loved ones into your communities, consider the following as a starting point for creating your plan. Set Guidelines • • •
Establish a safe place for visits. Establish protocol for safe visits. Establish cleaning, disinfecting and sanitizing practices that follow CDC requirements.
Establish a Safe Place
• A safe place starts with a visitor screening point. • A good screening point may be an entryway or an office area close to the designated entry/exit. • Choose one location or a limited number of locations for visits close to the designated entry/exit. • Outdoor visitation is a great option this time of year and can allow for easier adherence to social distancing and safe visit guidelines.
Establish Cleaning, Disinfecting & Sanitizing Practices
• Use a cleaning task checklist to ensure proper procedures are being followed. • Touch points should be disinfected after each visit.
Establish Protocol • • • • • • • • • •
Visitors should be required to wear face masks and should always be screened upon entry. Determine how many visitors will be allowed per resident and the length of time each visitor is allowed to stay. Decide if you will have an age limitation for visitors, such as only those over 18. Decide if you will allow visitors to bring in gifts, food, etc. If so, do these things need to go somewhere to be disinfected prior to giving them to the resident? Decide if Visitors should only be allowed during certain hours when staff can screen them and disinfect areas after each visit. Decide if Visitors should only be allowed by appointment. Email screening questions prior to visit or ask questions upon entry. Keep these questions and answers for documentation. Follow visitors screening guidlines. Post signage to keep visitors in safe areas. Have staff escort visitors after screening to ensure they are keeping to safe areas.
FOR
SENIOR LIVING BUSINESS
SAFE CHECK SAFECHECK POWERED BY FRESH CHEQ
FOR
SENIOR LIVING BUSINESS SAFEGUARD YOUR BUSINESS WITH MARTIN BROS. SAFECHECK From development to implementation, Martin Bros. Safe Check program provides communities with the opportunity to establish credibility and confidence with their residents and their families in four steps. CONSULTATION | SOP DEVELOPMENT | TRAINING & IMPLEMENTATION | PROMOTION
Erika D. Kramer LNHA, Martin Bros. Senior Living Engagement Advisor ekramer@martinbros.com
with a certified Solutions consultant 1 Work to ask questions, determine needs & review staff turnover & training schedule.
4 | ISSUE FIVE 2020 | dish!
[Your Community Here] 2 mins
We’ve got a firm handle on our cleaning practices to prevent the spread of germs, including these best practices:
check your state and local guidelines before making and/or implementing any new policies. plan complete with: 2 Establish an effective SOPAlways Task check lists for all areas of the community
Rethinking the Lunch Combo
DRINKS
PANTONE P
Some of the fastest growing beverages on limited-service menus include: +19%
Flavored water
+18%
Frozen blended tea
The most popular sides are french fries, potato chips and onion rings, but forward-thinking restaurants are offering better-for-you, vegetable-forward sides, too.
are a leading entree on chain menus with 42% of consumers % 57 ages ordering them of those away from home 18-34 once a week or more1
PANTONE P
Fountain soda, bottled water and bottled soda are the three most popular beverages purchased with lunch combos, but operators can offer premium options for those who want a special treat, such as specialty coffee drinks, smoothies, fresh-squeezed/pressed juices and more.
SIDES
Sandwiches
PANTONE P
PANTONE P
+13%
Frozen blended coffee
+9
Iced coffee
26%
%
And consumers say they’re ordering more of these drinks than they used to:
of consumers say it’s important for restaurants to offer plant-based sides
55%
Kombucha/shrubs
42%
Coconut water
Take inspiration from these recent menu additions:
39%
Cold/iced or blended coffee
38%
Smoothies
• True Food Kitchen’s® Roasted Brussels Sprouts • Chick-fil-A’s® Superfood Side (Broccolini, kale, maple vinaigrette, dried cherries and roasted nuts) • Red Robin’s® Zucchini Fries
Hot specialty coffee
37%
Check out these tasty sips from chains around the country: • Sonic Drive-In® offers a variety of combo ready drink choices including soft drinks, signature limeades, slushes, iced teas, hand-mixed shakes, blasts as well as the chain’s signature Ocean Water, a bright blue, lemon-lime drink with a hint of coconut flavor. • Panera® offers several types of lemonade, smoothies and frozen coffees, as well as hot coffee, cold-brew coffee, tea, juice and more.
One of the leading purchase drivers for deciding where to purchase a sandwich is value.1 While value can mean a variety of things, a common value-based tool is the combo meal.
43
%
of consumers say that when they order a sandwich from a restaurant, they prefer to order a combo1 which may be why 84% of restaurants offer them2
34%
SANDWICHES Allow customers to build their own combos while also offering some ready-to-order options including top trending items.
Combo meals should reflect current trends and consumer preferences. Stand out from the crowd with these tips related to sides, sandwiches and drinks.
When asked what they’d like to see more of: 45%
Variety in sandwich choices
42
Healthy sandwiches
%
Sandwiches with new or unique flavors 39% Ethnic sandwiches
31%
Mix things up – offer interesting or global condiments such as Sriracha mayo, pesto aioli or harissa, and consider unique formats, too. Some recent craveable LTOs include: • Firehouse Subs’® Jamaican Jerk Turkey Club, with sliced smoked turkey breast, pepper Jack cheese, sweet mustard sauce, lettuce, tomato, onion, mayo and a hint of Caribbean seasoning. • Which Wich’s® Paleo Club offered a lower-carb option of roasted turkey, applewood smoked bacon, avocado, fresh tomatoes oil and vinegar, wrapped in lettuce instead of on bread.
Sources: 1: Technomic’s 2019 Sandwich Consumer Trend Report 2: Technomic’s Ignite menu data
of consumers say chain restaurants offer very similar sandwiches
Culinary Concepts
Food Service Planning During Challenging Times So, how do you plan, schedule and prepare during these challenging times? Here are some tips: •
Supporting local business is an important cause for many people right now. Talk to you distributor representative about any local product options that would fit well on your menu.
• • Challenge yourself to see how you can use all of your protein items in multiple dishes. • With markets being all over the board, it’s a great time to talk with your distributor representative • about any specials that are currently being offered that can be efficiently incorporated on your menu. • Use this time to focus on items that are easy to prepare and that offer reduced waste and higher quality.
To-go will need to be a focus for some time to come. Many people simply will not feel comfortable dining in for the foreseeable future, and many people are so busy that to-go is a way of life for them. Therefore, to-go is a good thing to make sure you are doing right.
• Scale back your menu to give yourself fewer variables and better control of waste and quality. •
Look at the items on your menu and the ingredients you are purchasing. Can some ingredients be cross-merchandised – served multiple ways on your menu?
Social distancing will also need to be a focus for some time to come. There are many things to consider in order to help your staff and patrons practice social distancing, and there are products continually being created to help with this task, as well.
The only sure thing right now seems to be that things are not going to be sure for a while. Things are going to be constantly changing. With COVID-19 still being a concern, many patrons are still hesitant to get out and dine out. It is hard to know how busy you are going to be, so it’s hard to know how much product to order. In addition, labor continues to be a challenge.
6 | ISSUE FIVE 2020 | dish!
Doug Voss Martin Bros. Culinary Manager
Social Distancing Floor Graphics • Made from white permanent adhesive, vinyl overlaminate. • 6-12 month durability depending on traffic. • No heat or chemicals needed to remove. Simply use a scraper at a 90-degree angle for removal. Black One Way For Social Distancing Please Arrow – 6x12 in (359111 – 1/6 ct) White One Way For Social Distancing Please Arrow – 6x12 in (359112 – 1/6 ct)
Red Social Distancing Please Wait Here Graphic – 6x12 in (90719858 – 1/6 ct) Blue Social Distancing Please Wait Here Graphic – 6x12 in (90719859 – 1/6 ct) Green Social Distancing Please Wait Here Graphic – 6x12 in (90719860 – 1/6 ct)
Red Social Distancing Please Wait Here Graphic – 12x12 in (359145 – 1/6 ct)
Social Distancing Signage • Perfect for crowd control, restaurants, stores and casinos.
• Great for providing directions or other important information to customers. • Works with retractable belt stanchions.
Practice Social Distancing Sign – 11.5x8.5 in (300879)
dish! | martinbros.com | 7
s g a B y r e v i l e Paper D DELIVERY ENTRÉE MEAL FOR 2 – 14X9X16.25 IN (800550 – 1/200 ct) DELIVERY MEAL FOR 2 – 13X7X13 IN (800560 – 1/250 ct)
DELIVERING ON DEMAND, SAFELY At Sabert, we understand that the right packaging plays an important role in a successful delivery program. We’re here to help you navigate the demands of today’s environment and can help build safe delivery programs that maintain food quality and fulfill consumer’s high expectations.
y t e f a S r o f m e Seal Th SECURE IT™ TAMPER-EVIDENT LABELS – 1X3 IN (358108 – 2/150 ct) Use for bags, containers and boxes.
8 | ISSUE FIVE 2020 | dish!
To-Go Food Packaging
CONTAINER ROUND WITH LID - 32 OZ (858230 – 1/150 ct)
MICROWAVABLE RECTANGULAR REUSABLE WITH LID - 28 OZ (858210 – 1/150 ct)
TWO COMPARTMENT RECTANGULAR REUSABLE WITH LID - 28 OZ (858200 – 1/150 ct)
MICROWAVABLE RECTANGULAR REUSABLE WITH LID - 38 OZ (858240 – 1/150 ct)
dish! | martinbros.com | 9
LARGE SANDWICH CONTAINER – 5.84X6.25X2.88 IN (278365 – 4/100 ct)
LARGE HINGED CONTAINER – 8.35X8.32X2.88 IN (278363 – 2/75 ct)
d o o F o G To g n i g a k c a P Genpak Clover™ Clear, Durable, Economical & Recyclable To-Go Food Packaging • Humidity-control venting that works even when stacked • Secure, leak-resistant closures
LARGE 3 COMPARTMENT HINGED CONTAINER – 8.35X8.32X2.88 IN (278364 – 2/75 ct)
LARGE HINGED UTILITY CONTAINER – 9.25X7X2.88 IN (278366 – 2/75 ct)
EXTRA LARGE HINGED CONTAINER – 9.23X9.23X3 IN (278367 – 2/75 ct)
EXTRA LARGE 3 COMPARTMENT HINGED CONTAINER – 9.23X9.23X3 IN (278368 – 2/75 ct)
10 | ISSUE FIVE 2020 | dish!
• Recyclable and reusable • Microwave safe
To-Go Food Items GOLD’N PLUMP FRESH MARINATED 8-PIECE CHICKEN (933110 – 12/3 lb ave)
s m e t I l Loca Webster City, Iowa
RANCHER’S LEGACY FRESH GROUND BEEF PATTIES – 3X1 (934600 – 6/6 ct)
VALLEY MEATS ULTIMATE GROUND BEEF PATTIES – 3X1 (913700 – 1/10 lb)
WEBSTER CITY FRESH SLAB SLICED BACON – 9/13 CT (959740 – 1/12 lb)
CAPITAL CITY ZUCCHINI SQUASH (361451 – 5/1 lb)
norfolk, Iowa CAPITAL CITY SEEDLESS WATERMELON (377945 – 1/2 ct)
dish! | martinbros.com | 11
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12 | ISSUE FIVE 2020 | dish!
We’re Giving Away $100K to Independent Restaurants and Food Trucks! Share your restaurant story and recipe using one of our eligible Foodservice products and you could win $5,000 + marketing support. Twenty (20) independent restaurants/food trucks from across the U.S. will win.
Enter between August 1 and September 30, 2020
NEW!
FOR 2020
• New, easy entry process: Share your story! • In addition to the $5K, win a marketing package: • Ad in local newspaper • Marketing and social media tools to promote your restaurant • Promotion of your restaurant via PR, online and social media • Professional photography of your recipe • Social Media Voting: Get your community involved and win the “People’s Choice” award: an additional $5K for a local foodbank in your area. Plus, marketing and menu support from our culinary team of experts • Get Doughboy swag and marketing tools to promote your recipe just for entering! (limited to first 100
For contest details, go to NeighborhoodToNation.com
EVENTS, EDUCATION & More WEBINARS Combating COVID with Collaboration
Sep
2
Oct
14
As healthcare providers, you want to ensure your patients are staying healthy, even through pandemics! Kathleen Niedert, PhD, MBA, RD, CSG, LD, FADA and members of our Nutrition Services team will share plans for making collaboration an essential part of combating COVID.
Shark Tank:
How to “Sell” the Idea of Investing in Your Dining Program
Audience: Senior Living Nov
18
Audience: Senior Living
Shark Tank:
How to “Sell” the Idea of Investing in Your Dining Program
Audience: Everyone
Register and find more info at martinbros.com/events
Most Martin Bros. webinars and events are FREE and can earn you CEUs.
RESOURCES FROM MARTIN BROS.
CORONAVIRUS
Key information for preventing the spread of infections–hand washing, sanitizing, disinfecting and more
Chef Doug Voss shares menu ideas and packaging tips to grow profit and ensure customer satisfaction
FOODSERVICE TOOLS & TRAINING
Get ideas and tips for implementing new CMS guidelines in your senior living community
Inviting vistors into your senior living community safely
Find these resources and many more by logging on to the Martin Bros. customer website and clicking the Coronavirus Information & Updates banner on the home page.