On demand room service set for SEM hospitals

From Wednesday March 22, Berwick Hospital patients will have the ability to “eat what they want, when they want it”, when a new on-demand room service system replaces the traditional set meal time format where orders are placed in advance for the entire day.

This new streamlined approach is expected to improve patient experience, satisfaction levels, and importantly, clinical outcomes, while driving sustainability and decreasing food costs in the process.

Developed in consultation with chefs and dietitians, the a la carte menu caters to a variety of tastes as well as cultural, nutritional and dietary requirements. Patients can choose from an array of pasta dishes, build their own burger or stir-fry, opt for kosher-friendly or gluten free dishes, and even order small bites and snacks such as potato wedges, party pies or any one of the 20-plus sweet food or dessert options.

Meals can be placed by phone or via tablet at any time between 6:30am and 8:00pm and will arrive within 45 minutes of making an order. For patients who prefer to follow more of a routine or for those who may need extra assistance, up to three meals can be ordered in advance and can even be placed on behalf of the patient by family members or friends. Provisions in food preparation can also be added to orders such as, providing the ability for meals to come already precut and/or condiments pre-spread. Roaming “menu monitors” will also be on hand to offer support when needed.

Not only does this food delivery format put the freedom of choice firmly back into a patient’s hands, the hospital also benefits from a reduction in food and paper waste, cost savings are achieved through the elimination of delivering unwanted meals, and patients benefit from an increase in nutritional intake which results in a decreased need for oral nutritional supplements.

Research suggests that patients can consume more energy and proteins if they eat when they are hungry, and as a result, patients can improve or maximise their opportunities for a speedier recovery. Caregivers can also better monitor consumption rates of their patients with the system’s ability to automatically alert caregivers to a patient who consecutively misses ordering a meal or conversely, orders too many.

Modelling of the new system indicates that having more freedom and flexibility to order at a patient’s own discretion has resulted in less food wastage overall. The previous method of delivering food meant patients were being served six times a day when you include morning and afternoon tea as well as supper. This order on-demand option has alternatively seen that number drop to an average of 2.8 servings of food a day. Which means hospitals are seeing a reduction in food waste and manual labour.

NPS data collated after this new system was introduced at other hospitals also shows a remarkable increase to patient satisfaction rates, with Murdoch Hospital experiencing a rise from 54.9% to 84.5% postimplementation.

The multi-million dollar project which is gradually being adopted by all SJGHC hospitals is expected to be completed by the end of this year, with Frankston set to follow suit around mid-2023. An alternative version is expected to be implemented at Langmore Centre that better aligns with the group meal time approach that is a fundamental part of a patient’s treatment plan. A date for its completion is yet to be set.

Want a taste of what all the fuss is about?

In the lead up to the launch of Berwick’s new on-demand room service format, caregivers are invited to join in on a tasting session of the new menu which is set to be held early this month.

With eggs benny on the menu for breakfast, beef massaman curry for lunch, a build- your-own burger for dinner and an extensive snack and dessert menu to choose from, there’s sure to be something for everyone’s tastebuds, and cultural and dietary requirements to boot.

Keep a look out for more information to come.