Meeting Patient Expectations

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Aase, S. (2012). Hospital foodservice and patient experience: what's new?. Journal of the Academy of Nutrition and Dietetics, 112(5), S18-S22.


Hospital foodservice is continuously evolving to meet growing expectations of patients and customers. Many operations have moved from normal service styles to room-service or cook-to-order menus in order to satisfy patient wishes. An article from 2011, written in the Journal of the American Dietetic Association, explains that what is happening in hospital food service is similar to the trend seen in society, with more people eating out at restaurants where they expect to see many choices and high quality food. Hospital food service operations are constantly pushed to deliver more with less. Dietitians, food service managers, chefs, and the entire team are being challenged with higher food costs, increasing technological advances, and reductions in reimbursement. In order to keep customers satisfied, team members will need to be creative and excel in all areas of customer service. According to multiple studies, improved tray delivery and empathic communication may matter more to overall customer satisfaction than food quality.  RDs will need to become more efficient and involved in the hospital foodservice operation where there will likely be a stronger emphasis on nutrition.

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