General Hospital

INTRODUCTION

The purpose of this report is to evaluate issues and concerns that were brought forward to Southern General Hospital’s attention by a former patient. This report will identify the problems, propose a series of solutions, provide a vision of the probable outcomes, and address the prevention of future issues. The focus of proposed recommendations will be to:

* Empower staff to take accountability in the patient experience

* Improve hospital housekeeping services by ensuring duties are performed on schedule and to the standards of Southern General

* Provide reliable, safe, and healthy food service to patients

* Improve the admissions process by reducing wait time and increasing information transfer

* Increase overall patient satisfaction

IDENTIFICATION OF PROBLEMS

After reviewing information provided through patient feedback, there were three areas of concern that need to be immediately addressed in the hospital.

1. Food Service: Patients are impacted on a daily basis by the food service that we are providing to them while they are at Southern General Hospital. Based on our records, there is currently a 20-30% daily error rate with this service. That translates in to a possibility of 1 out of 4 meals having an error. Some documented errors include:

* No meal service, even if it was properly ordered

* Failure to deliver a complete meal

* Failure to comply with dietary needs of patient

* Failure to supply appropriate utensils

* Food served at unacceptable temperatures (too hot / too cold)

We have attributed these error issues to the layout of the meal order form, failure to check trays for accuracy, and the lack of ability to remedy errors once the food reaches the patient.

2. Housekeeping Services: The housekeeping services at Southern General have been described as “lackadaisical and unenthusiastic.” The frequency and quality of services performed are in question by our...