AYR Patient Experience Presentation

7/29/2019 AYR Patient Experience Presentation

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Presenting

Todays Date


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Goals Improve the satisfaction of each patientshospital stay

Put thepatient in the center of their hospitalstay

Contribute to an organizational culture ofhospitality


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What It Is . . . What It DoesEnhances thepatient experience by allowing patients toorderwhat you want . . . when you want it!

Modeled after hotel style room service

A restaurant style menuresides at the patients bedside

Patient ordering information is printed on the menu

Patients utilize their bedside telephone for placing orders

Patients may order any item (on their diet) at any timeFood orders are entered into an automated computersystem

Meals are cooked-to-order and delivered within 45 minutes


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Some Facts About:At Your RequestRoom Service Dining

TheAt Your RequestRoom Service Dining program was pioneered by Sodexo managers at Dana-Farber Cancer Institute & Boston Childrens Hospital in Boston, Massachusetts in 1996.

Currently over 350 Sodexo clients are now using theAt Your RequestRoom Service Dining program.

Nearly of all Sodexo managed nutrition services departments in North America now utilize theAt Your RequestRoom Service Dining program.

Where does Sodexo currently provideAt Your RequestRoom Service Dining?

41 States, DC and Canada

Our largestAt Your RequestRoom Service Dining client944 open patient beds.

Our smallestAt Your RequestRoom Service Dining client18 open patient beds.

Over 150,000 meals are served everyday utilizing theAt Your RequestRoom Service Dining programin North America.


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What you want, when you want it.

Offers a personalized approach to patient care Provides a home-like feel and sense of comfort Foods are freshly prepared for the patient Flexible, just in time meal service Gives the patient control of the process in an environment

where the patient has little control Improved meal intake, aiding in the healing process

Program Overview

The At Your Request-Room Service Diningprogram

is dependent upon both Nursing Services & NutritionServices staff to make it a success for our patients.Together, through clear lines of communication, AYRRoom Service will be beneficial for everyone.


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How It WorksA patient is admitted to your unit with a diet order. Upon your initial

assessment of the patient, AYR will require that you do two things.

First, give a quick overview of how the program works and what thepatient needs to do in order to place his/her meal selection.

Second, assign the patient a classification from the follow list:

APPROPRIATE: Patient will participate in Room Service. ThePatient is capable of choosing his/her own meals and calling to place ameal order.

APPRORIATE W/ASSIST: The Patient will require assistance formeal selections. The patient may have minor problems reading the

menu or using the telephone. The patient will receive assistance from afamily member, Nursing Service or a Room Service Associate.

NOT APPROPRIATE: The patient will not participate in the RoomService program. The patient will receive a non-select meal based onthe meal delivery schedule.


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How It WorksFlow of Events

Nursing introducesprogram to patient andassesses patients ability toparticipate in Room Service. Phone Number, Menu,

Hours of Operation, etc.

Unit staff enters diet orderand AYR classification as:

Appropriate

Appropriate w/ Assist orNot Appropriate

Patients tray is deliveredWithin 45 minutes of

order. Diabetic andPatients w/ meals associated

meds will Push call

light button.

Soiled trays will be removedfrom the Patients room and

soiled utility rooms by

Nutrition Service staff.

Diabetic patients and patients

with meals associated meds

will be reminded to push their

call light button to inform their

Nurse they have ordered a meal.

All patients will be checked toinsure they received a meal.

Diabetics will not be allowed

to skip a single meal.

Patient selections are preparedand tray is assembled in

accordance to prescribed diet.

Patient calls 2233 toplace his/her order Name verified Diet Verified Selections entered


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How It WorksFlow of EventsDiabetic Patients & Meal Associated Meds.

Nursing educates patient as

to med passing schedule,Insulin admin. /blood glucose

checks. Call light discussedand Nurse and Patient agreeon associated meal times

Patient orders meals according tomed schedule. Meals can be

ordered at peak times orpre-ordered prior to meal time.

Patients tray is delivered

Within 45 minutes oforder.

Diabetic Patients will not be

allowed to skip a single meal.

Diabetic and

Patients with meals associated

medications will be sent as

priority trays.

Room Service Associatepassing trays willpush thecall light button for all

Diabetics and Patients w/ Mealassociated Meds to inform theNurse that the meal has arrived.

Room Service Operator willremind all Diabetics and Patientstaking meds with meals to push

their call light button to notify theirNurse that a meal has been ordered.


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Nursing should be certain to include the Room Service programoverview in the patient/visitor/family orientation process. Please remember, if a patient is cognizant and can nod yes & no, theyshould be considered Room Service Appropriate w/ Assist. Help isavailable.

It is important to include as many patients as possible in the RoomService program. Entering correct classification will be required along with the diet orderin the Kean/Cerner system. Meals will not be sent without a diet order andRoom Service classification. Verbal orders will not be accepted. Check the MAR for potential food/drug interactions

Position patients needing bed rails lowered NPO, transfers, diet changes, Room Service reclassifications, etc. mustbe entered into Kean/Cerner in a timely manner. Disposables menus (English/Spanish) are placed on bedside table byEVS staff after cleaning up the room.

As a NurseWhat's My Role?


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Process patient meal requests Contact patients identified as Phone Assist

Deliver trays to patient within 45 minutes of taking the meal order

Collect trays from nursing units

Deliver par stock to units

Know which patients have/have not eaten

Inform nursing of patients who choose not to eat a meal

Nutrition Services Responsibilities


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Patient must have diet order entered into Kean/Cerner before they canorder food

Participation level must be entered with diet order

Participation level may change during the patients stay

Communication


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Room Service phone line number is DIET (3438)

Phone lines will be open from 7:00 a.m. to 7:00 p.m.

Nourishments will be available for after-hours as usual

Snacks will be delivered as usual

Room Service Number & Hours


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All modified diets are available

Diet Office Operators will direct patient food requests to fit into diet

specifications

This can assist in improved patient understanding of their diet

Specialized Diet Orders


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Patients requiring insulin & BS checks Identified in diet office as priority

Reminded by Diet Office Operators to notify nurse that meal has beenordered

Other potential food and drug interactions

Patient educated by nursing on timing of medication and meal

Food & Medication Interaction


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Patients in various precautions can participateas long as they are able touse the telephone

Trays would be delivered to nurses station

Nursing is responsible to deliver and pick up tray

Menus are disposable

Isolation Precautions


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Patients (except those with diabetes) are permitted to miss one meal a day

Call Center will track each meal order

Operators will attempt to reach patient if a meal order has not been placed

If Operator cannot reach patient, nursing station will be notified

Avoiding Missed Patients


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Do not use the meal ordering line, DIET (3438 ), to address concerns Utilize the 4170 manager spectra line

Reaching the Department


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Room Service Magnet

How the Magnet Works

This blue magnet will be used to identifyWHEN apatient is eating.

The magnet will rest inside of the door jam for eachpatient room.

When a tray is delivered the magnet will be moved tothe outside RIGHT on the door jam to indicate that thepatient is eating.

When the tray is removed (by Nutrition Service orUnit Staff) the magnet should be moved back to theinside of the door jam indicating the patient hasfinished his/her meal and there is NO tray in thepatient room.


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Unit Room Number Screen

Room buttonsinclude status

icons.


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Menu ScreenNutrient Field

Item Buttons


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Modifier Screen

Item Buttons


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Patient Info Screen

Patient Info can

be easily edited

Data is imported via

the interface.


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Patient Info Screen

Nutrient Intake

Data

Meal History

Notes Field


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Status Screen

Status screen is bar

code activated


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Alerts


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Scanners to Track Patient Tray

Tray Ready status

Left Kitchen status

Tray Delivered status


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Tablet Computer

Tablet PCUsed to assist patients with their meal order

bedside.Wireless technology to receive real time patientinformation updates.

Working/carrying case


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THANK YOU!

AYR Patient Experience Presentation

Documents

Transcript of AYR Patient Experience Presentation