Approaches to patient satisfaction measurement of the healthcare food services: A systematic review

Lai, Huiwan; Gemming, Luke

doi:10.1016/j.clnesp.2020.12.019

Cited by 14 publications

(8 citation statements)

References 48 publications

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“…11 This questionnaire provides a measure of overall FS satisfaction as well as dimensions of FS satisfactionfood quality, meal service quality, staff/service issues and the physical environment with minimal risk of bias. 10 The survey also supports reporting on length of stay (LOS) and patients' reported oral intake as compared with usual intake. 11 Although there are limitations with this survey given the transformations in FS that have occurred since it was developed in 2005, the consistency in using the same comprehensive validated tool enables different FS models and variables to be compared.…”

Section: Methodssupporting

confidence: 54%

“…The ACHFPSQ is a validated and widely used tool in Australia to assess patient satisfaction with FS quality developed by the Qld FS Interest Group in 2005 11 . This questionnaire provides a measure of overall FS satisfaction as well as dimensions of FS satisfaction – food quality, meal service quality, staff/service issues and the physical environment with minimal risk of bias 10 . The survey also supports reporting on length of stay (LOS) and patients' reported oral intake as compared with usual intake 11 .…”

Section: Methodsmentioning

confidence: 99%

“…8,9 Existing research has used multiple patient satisfaction questionnaires within hospital facilities to assess FS and related patient satisfaction. 10 Although this evidence base is growing, there is a lack of research comparing different FS models using the same tool, which may help hospitals and FS departments determine which model will provide the best patient experience.…”

Section: Introductionmentioning

confidence: 99%

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Is meal order timing and flexibility key to improving patient satisfaction with hospital foodservice?

Barsha

McCray

Maunder

2023

J Human Nutrition Diet

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AimThe aim of this study was to retrospectively evaluate and compare patient foodservice (FS) satisfaction using a validated tool and consistent methodology in an acute health service for four different FS models as the organisation transitioned through traditional model (TM), choice at point of service (CaPOS), bedside menu ordering systems (BMOS) and room service (RS) from 2013 to 2016.MethodsPatient satisfaction data were collected using the Acute Care Hospital Foodservice Patient Satisfaction Questionnaire. For the purposes of this study, patients' rating of their overall experience with FS (very good, good, okay, poor or very poor) was compared for each site and model.ResultsSatisfaction was significantly higher in the CaPOS and RS models compared with TM. BMOS, although somewhat higher, was not shown to be significantly higher than TM. The RS model was significantly higher than BMOS, but there was no significant difference observed between RS and CaPOS.ConclusionFS models that support patient flexibility and meal ordering closer to the meal delivery time (as seen with RS and CaPOS) show higher patient satisfaction among hospital patients. It is recommended that sites consistently opt to include patient satisfaction as part of routine auditing. This would enable clear conclusions to be drawn regarding best practice FS models, based on specific and individual hospital requirements.

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Section: Methodssupporting

confidence: 54%

Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Is meal order timing and flexibility key to improving patient satisfaction with hospital foodservice?

Barsha

McCray

Maunder

2023

J Human Nutrition Diet

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“…Based on the current study, most hospitals relied only on patient satisfaction surveys, and only a few collected data on plate food waste and nutrition care reports. Patient satisfaction surveys tend to only capture perceived quality based on the satisfaction of the patients and tend to induce social desirability bias 31 . Meanwhile, these public hospitals have limited plate food waste data which is a good indicator of meal quality and adequacy of patient intake 32 .…”

Section: Discussionmentioning

confidence: 99%

“…Patient satisfaction surveys tend to only capture perceived quality based on the satisfaction of the patients and tend to induce social desirability bias. 31 Meanwhile, these public hospitals have limited plate food waste data which is a good indicator of meal quality and adequacy of patient intake. 32 The gap in implementation of nutrition care process reports reflects the hospital's lack of adherence to another national policy aiming to closely monitor and provide interventions for nutritionally-at-risk patients upon admission.…”

Section: Discussionmentioning

confidence: 99%

Assessment of the quality of inpatient meals and nutrition and dietetics service processes in select Philippine public hospitals

Casas

Antonio

Goyena

et al. 2023

Nutrition & Dietetics

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AimsThe nutrition and dietetics service in Philippine public hospitals was implemented by the Department of Health in 2016 to standardise the daily allowance and nutritional content of inpatient meals. Five years later, it is timely for the Department of Health to assess the quality of inpatient meals and mandated nutrition processes in areas such as staffing, food service, and outcomes monitoring.MethodsA mixed‐method sequential explanatory design was employed using (1) quantitative assessment through a facility survey (n = 193 hospitals) and (2) qualitative exploration of quantitative results through 6 focus group discussions (n = 36 hospitals).ResultsPhilippine public hospitals were unequipped with the inputs necessary to implement processes that produce high‐quality meals for patients. The hospitals were unable to comply with the required minimum meal allowance (51%), nutritional content of meals (40%), and food service standards. Moreover, they had insufficient human resources and inefficient food procurement practices.ConclusionsThe quality of nutrition care and inpatient meals in Philippine public hospitals, who serve mostly people on low incomes, is a neglected problem in the Philippines. Moving forward, a systems approach involving the Department of Health, its regional offices, and hospital management is necessary to equip Philippine public hospitals with the inputs and structures necessary to provide high‐quality nutrition care and inpatient meals that will facilitate patient recovery and overall patient health.

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“I Just Wanted Nothing More Than to Get in a Real Shower”: Patient Experience of the Inpatient Wait for a Heart Transplant

Salerno¹,

Pack²,

Jurkowski³

et al. 2023

Journal of Cardiac Failure

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Approaches to patient satisfaction measurement of the healthcare food services: A systematic review

Cited by 14 publications

References 48 publications

Is meal order timing and flexibility key to improving patient satisfaction with hospital foodservice?

Is meal order timing and flexibility key to improving patient satisfaction with hospital foodservice?

Assessment of the quality of inpatient meals and nutrition and dietetics service processes in select Philippine public hospitals

“I Just Wanted Nothing More Than to Get in a Real Shower”: Patient Experience of the Inpatient Wait for a Heart Transplant

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