Food Service In the New Paradigm

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Food Service In the New Paradigm
2008 Healthcare Building Expo
THE RITZ OR MOTEL 6?

• Paul Hysen, President

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127.33/4 31.83 per person
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FOUR MOST FREQUENT COMPLAINT AREAS

• Food
• Nursing Attention
• Housekeeping
• Parking

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MAIN DRIVERS

• Improve Patient Satisfaction
• Contract Management Companies
• Peer Pressure

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WHAT IS ROOM SERVICE?

• Think hotel room service

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• Menu in room (diet specific)
• Patient/guest initiated
• Order by phone (or tv interface)
• Call center
• Delivery in 45 minutes

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ROOM SERVICETREND OR FAD?
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MAJOR PROBLEM

• I didnt get what I ordered
• Only 30-50 of menus are returned

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TRADITIONAL MENU SELECTION PROCESS
Tuesday
Wednesday
6 am
6 pm
6 am
6 pm
Noon
Midnight
Noon
Select Menu
20 Hours
Breakfast
26 Hours
Lunch
32 Hours
Dinner
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TRADITIONAL SEQUENCE
Patient
Mark Menu
Checker
Volunteer or Nurse
Trayline
Diet Clerk
Printer
Computer
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ROOM SERVICE
Patient
Phone Clerk
Host/ Hostess
Checker Expediter
Computer
Prep Station
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ROOM SERVICE 500 BED HOSPITAL
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Conventional
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Room Service
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ROOM SERVICE APPLICATIONS

• Obstetrics
• Oncology
• Pediatrics

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ONE SIZE DOES NOT FIT ALL
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• If everybody owns it,
• nobody owns it.
• - Russian Proverb

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SPOKEN MENU
Patient
Host/Hostess (with menu) 10-hour shift
Assembly Area
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TYPICAL PERSONAL SERVICE FOOD ASSEMBLY POD
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PERSONAL SERVICE POD ARRANGEMENT - 200 BED
HOSPITAL
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Please visit www.hysengroup.com to view this
entire article.
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RETAIL IMPLICATIONS
Hospitality Market Price Front Door
Institutional Low Cost Basement
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• We are in the business of creating an experience
  in our stores that goes well beyond the product.
  The product is not just the coffee, its the
  relationship we have with our guests, the
  environment, the music, the entire setting.
• Howard Schulz
• Starbucks Chairman CEO

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EATERTAINMENT
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RETAIL REVENUE COMPARISON
37.00
13.00
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SUMMARY

• PATIENT SERVICE
• Not what but how
• Close the communications loop
• Customer focused not system focused

• RETAIL SERVICES
• New paradigm
• Total package
• Stay fresh
• Patient satisfaction implications

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www.hysengroup.com

• This Power Point presentation is available on The
  Hysen Groups website

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Food Service In the New Paradigm
2008 Healthcare Building Expo
THE RITZ OR MOTEL 6?

• Paul Hysen, President