Food-Service-Manual-for-Health-Care-Institutions

• What is the best type of service to offer the customers: tray, dining room, or buffet?
• What types of food should be served to meet the nutritional needs of the customers as
well as religious, cultural, and other needs?
• Where will the meal be served?
• What department personnel will serve the meal? Nursing? Food service? Others?
Health care food service may be in competition with other retail and commercial operations
that are vying for the same customers. Employees may eat in the facility cafeteria, at an
outside food service operation such as a fast-food outlet, or they may call out for services such
as pizza. It is important for health care food service operations to maintain a certain percentage
of participation. The participation rate refers to the proportion, usually a percentage, of a
potential customer group that actually uses the facility’s food service operations. The participation
rate has a significant effect on the operation’s revenue. Providing products and services
that meet the needs of the customer also means that customers are loyal to the operation. When
they enjoy the product and service, it means repeated patronage.
What are the needs of customers? What do customers need, want, or like? Of course, the
answer varies but includes some of the following:
• Cost of product. The cost of the product must be priced to meet the financial capability
of the largest majority of customers.
• Preferences. Preferences, as the word implies, are very personal and they change with
age, health, or financial status.
• Choice, variety and expectations. Customers want a choice of food items made by a
variety of food production methods as well as a variety of methods of service, such as buffets,
self-service bars, and the like. Customers rate food against what they expect to purchase.
• Medical conditions. Customers’ medical conditions can change their needs. Medical
conditions may affect appetite, taste, and the enjoyment of the food. Special attention needs to
be given to these customers.
• Religious, cultural, and ethnic needs. Other factors besides hunger play a role in customers’
expectations and perceptions of the food service. It becomes the food service director
and the dietitian’s job to provide food and service that may affect customers’ religious, cultural,
and ethnic needs. Foods that will meet these needs should be incorporated into the menu.
• Lifestyle and personal values. Personal values play a role in accepting food and service.
Because of the hectic pace of today’s lifestyles, many customers eat in their automobiles while
traveling from one place to another. The “grab-and-go” lifestyle needs to be addressed.
Personal values such as vegetarianism, which is not based in religious beliefs but may be due
to health reasons, moral beliefs, or other reasons, have increased with the baby boom generation.
These preferences need to be addressed.
• Comfort foods. Other preferences that may need to be addressed include the need for
comfort foods to meet the emotional needs of customers, especially when they are stressed,
afraid, or ill.
• Language barriers. Language barriers may present a problem if a customer does not
understand the menu items, has a problem hearing or seeing or other illness, or does not read
or speak the language.
• Other changes. Illness, medication, or age can cause changes in taste or food preferences.
It is difficult to meet all the needs and expectations of all customers. However, food service
directors need to recognize that providing food and service that meets the needs, wants, and
perceptions of customers and does not harm them is not only their job but should also be considered
a privilege.
Distribution and Service
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