Consumer Preferences for Written and Oral Information about Allergens When Eating Out

Abstract

BackgroundAvoiding food allergens when eating outside the home presents particular difficulties for food allergic (FA) and intolerant (FI) consumers and a lack of allergen information in restaurants and takeaways causes unnecessary restrictions. Across Europe, legislation effective from December 2014, aims to improve allergen information by requiring providers of non-prepacked foods to supply information related to allergen content within their foods.MethodsUsing in-depth interviews with 60 FA/FI adults and 15 parents/carers of FA/FI children, we aimed to identify FA/FI consumers’ preferences for written and/or verbal allergen information when eating out or ordering takeaway food.ResultsA complex and dynamic set of preferences and practices for written and verbal allergen information was identified. Overwhelmingly, written information was favoured in the first instance, but credible personal/verbal communication was highly valued and essential to a good eating out experience. Adequate written information facilitated implicit trust in subsequent verbal information. Where written information was limited, FA/FIs depended on social cues to assess the reliability of verbal information resources, and defaulted to tried and tested allergen avoidance strategies when these were deemed unreliable.ConclusionUnderstanding the subtle negotiations and difficulties encountered by FA/FIs when eating out can serve as a guide for legislators and food providers; by encouraging provision of clear written and verbal allergen information, and training of proactive, allergen-aware staff. This, in tandem with legal requirements for allergen information provision, paves the way for FA/FIs to feel more confident in eating out choices; and to experience improved eating out experiences.

Eating out with a food allergy in the UK: Change in the eating out practices of consumers with food allergy following introduction of allergen information legislation

“…Implicit within these improvements was a perception of raised food allergy awareness on the part of eating out venues and their staff, particularly in relation to the importance of allergen avoidance for customers with food allergy. As an inherently social experience, a number of pre legislation studies have reported the embarrassment and alienation experienced by customers with food allergy when eating outside the home, and these experiences led some consumers to take undue risks or limit their social activities as a result . The rise in awareness noted by participants suggested a degree of normalization of food allergy which was welcomed by many.…”

“…Venues can additionally signal that their staff are attentive to customers’ needs by taking a proactive approach from the outset. For example, serving staff could initiate a conversation at the table enquiring about customers’ specific dietary requirements . Whilst the onus is on legislators and food providers to ensure that adequate allergen information is provided, clinicians play an important role in educating patients with food allergy about the legislation, by managing their expectations and encouraging them to pursue their allergen enquiries as is their legal right.…”

“…Full details of pre legislation interview recruitment procedures, populations and findings are reported elsewhere . Of the 39 pre legislation interviewees, 28 (72%) returned to complete in‐depth interviews between June and July 2016, following EU FIC implementation.…”

“…Where information was unavailable, or clarification was needed, consumers with food allergy described the subtle social cues that they applied in gauging the reliability of verbal information delivered by food providers. Information judged to be questionable, led customers to restrict their food choices, to reduce the risk of accidental allergen ingestion …”

“…Prior to implementation of the EU FIC regulation, many customers with food allergy expressed a preference for allergen information to be delivered in written form, and preferably on the menu itself. 6 Where information was unavailable, or clarification was needed, consumers with food allergy described the subtle social cues that they applied in gauging the reliability of verbal information delivered by food providers. Information judged to be questionable, led customers to restrict their food choices, to reduce the risk of accidental allergen ingestion.…”