Infuse Infuse 1 September 2017 | Page 27

Today, Mater’s Room
Service model delivers
over 2,000 patient meals
a day out of 3 kitchens
across 2 campuses.
We recently spoke with Sally to learn more
about this innovative model -- and its stellar
results to date. Read part one of our interview
now, and stay tuned for our next issue, when
we continue with Sally to learn more about
Room Service.
Infuse: Mater’s room service program is
Australia’s first hotel-style hospital room
service. What was the impetus behind the
development of this innovative program?
Sally McCray: Room Service was initially
driven by a desire to create a better service
for patients, through a strong collaboration
between Nutrition and Dietetics and Food
Services. Like many hospitals in Australia,
prior to implementing Room Service, there
was a very traditional, manual model in place
whereby patients completed their menu
choice on a paper menu. This was undertaken
well in advance of the mealtime, and often
with little interaction with staff. Then patients
were served meals at set times often not
suited to them.
As a result, there were many late and extra
meal deliveries; patients often didn’t get a
meal of their choice; and there was significant
waste associated with this. Patient satisfaction
with food was rated poorly during feedback
surveys, and their nutritional intake was
suboptimal.
Above images courtesy of the Mater Group.
By focusing on all of these key drivers
together - consumer engagement, customer
satisfaction plus improved clinical and
organisational outcomes - the room service
model was implemented.
interview continues overleaf...
© Dietitian Connection
27
Infuse | September 2017