Inova Alexandria Hospital
The vision for Alexandria’s community hospital began in 1872 and it continues today as Inova Alexandria Hospital, a nationally recognized, 318-bed community hospital that offers a full range of healthcare services. During its rich 140-year history, the leadership of the acute-care, urban hospital in Alexandria, Va., has been dedicated to continually expanding programs and services to ensure the healthcare needs and expectations of the communities it serves are met.
Patients and family members consider everything from renowned physicians and compassionate nursing care to clean floors and good food when rating the overall quality and satisfaction with a hospital. As part of its focus on patient satisfaction feedback, Inova Alexandria leadership decided to change its food service delivery method from Dining on Call to Catering to You to best serve patient expectations. The experience Catering to You brings to patients is that of hotel-style personal attention.
Results
In 2013, Professional Research Consultants (PRC) reported Food and Nutrition patient satisfaction quarterly overall rankings ranged from 10.3 to 41.3 and the mean score ranged from 70.3 to 72.7. While comparing 2013 to 2014 has its challenges due to Inova’s change from PRC to Press Ganey, there is no denying rankings and scores improved considerably.
The year-to-date, fourth quarter Press Ganey ranking is 56 and the mean score is 83.1 for 2014. Over the four quarters of 2014, rankings ranged from 49 to 65 while mean scores ranged from 82.4 to 83.9.
Morrison Healthcare is uniquely geared to foster bold ideas and innovation in the food service management industry. Our culture fosters the ability of our associates to provide solutions that address your needs with speed, substance and a success rate that no one else in the industry can rival.
How success was achieved
With full support of Inova leadership, the Inova employees who were engaged and understood the importance of complying with standards were invited to join the Catering to You Morrison team.
This helped get the right staff (those who wanted to be there and create quality food) in the right places (assigned associates to units that fit their personalities).
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Training began by teaching expectations to managers and supervisors. -
Managers were expected to round on patients.
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High achieving associates were recognized.
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Issues and not meeting expectations were not allowed to go unaddressed.
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