Patient services managers prioritized a Tray Line Audit of a set number of trays per meal service to improve accuracy with a 99.58% tray accuracy (FY23 through FY24 per Acuity). Call Center audits measured a 96% overall score for agents.

Soiled Trays Removal Action Plan demonstrated a success rate of >90% based on random audits of checking soiled utility rooms, patient rounds and monitoring nursing requests to remove soiled tray carts. A team focus approach was implemented to ensure floor ownership, tracking of trays, and training Patient Dining Associates and utility associates.

On-site teams identified an opportunity to improve communication beginning with the Call Center at the time of order. New staff was hired and trained to relay orders more efficiently and more accurately to the kitchen.