MyMeal Impact on Call Center Performance & Patient Satisfaction

Overview: Creating a More Seamless Patient Meal Ordering Experience

Following the implementation of MyMeal, a patient-facing digital meal ordering application, both Cypress and Katy hospitals experienced measurable improvements in call center efficiency and performance.

By redirecting meal ordering from phone-based interactions to patient self-service, overall call volume decreased, allowing staff to answer calls more quickly and efficiently.

These improvements helped alleviate operational challenges experienced prior to the introduction of MyMeal, including high call volumes, longer wait times, and higher call abandonment rates. Ultimately, these operational improvements contributed to a more seamless patient meal experience by simplifying the ordering process, improving responsiveness, and increasing patient choice.

Call Center Performance Improved Across Both Hospitals 

3 months pre- and post- MyMeal implementation

-The reduction in call volume indicates successful patient adoption of MyMeal and less reliance on call center ordering.

-Improved call center service levels resulted in faster response times and better accessibility for patients.

-Reduced answer times helped patients connect with call center operators more quickly, shortening hold times and improving the meal ordering experience.

-Lower call abandonment rates increased the likelihood that patients connected with a call center operator.

Patient Adoption Shifts More Meal Ordering to Self-Service

Adoption of MyMeal shifted a meaningful portion of meal ordering away from the call center to self-service meal ordering. Higher utilization directly correlated with reduced call volume and improved operational performance.

Patient Satisfaction Scores Improve Following MyMeal Implementation

Beyond operational gains, both facilities experienced measurable improvements in key patient satisfaction drivers closely tied to meal service timeliness, accuracy, and overall dining experience based on their Qualtrics scores after implementing MyMeal.

Patient Experience Impact

• Improved perceptions of meal quality and food temperature
• Consistent reductions in negative patient feedback across all measured categories
• Increased patient satisfaction with dining services while simultaneously reducing operational burden on call
  center teams.

Operational Best Practices Driving MyMeal Adoption

• Management teams actively promoted MyMeal during patient and nursing rounds, including engagement with
  Patient Care Technicians (PCTs)
• Secured early support and advocacy from nursing leadership
• Incorporated MyMeal education into nursing orientation programs
• Partnered with volunteer services to increase patient awareness and utilization

Key Outcomes and Benefits

Enhanced Patient Experience

• Reduced wait times for meal ordering
• Increased convenience through self-service ordering options

Operational Efficiency

• Lower call center volumes enabled staff to focus on higher-value patient interactions
• More effective utilization of labor resources

Performance Improvements

• Meaningful improvements in key call center performance metrics
• Increased adoption of digital ordering workflows

Scalability & Future Growth

• Established a repeatable implementation and adoption model
• Demonstrated success that can be leveraged across additional room service facilities and future deployments

Interested in bringing MyMeal to your organization? Complete the MyMeal Interest Questionnaire or watch this 3-minute video to discover how the platform can elevate your patient and guest dining experience.