Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia

Abstract

The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes. Design/methodology/approach: An interview-based questionnaire was used to measure patients' satisfaction (n = 70) with the hospital food services. Dietary intake of hospital food was determined through one-day weighed food intake survey and a food record for nonhospital food. Findings: The majority of the patients (98.6 per cent) were satisfied and 1.4 per cent was very satisfied with the food service. Energy (kcal) and protein (g) intakes from hospital food were higher than that of outside food (p < 0.05). However, most patients did not obtain their full energy and protein requirements from the hospital food provided. Four food service dimensions were found to be significantly correlated with patients' overall satisfaction (p < 0.05). Research limitations/implications: The questionnaire was adapted from the study by Capra et al. and modified to suit the local food service system, thus the application may be context-specific. The instrument did not measure factors that influence hospital food consumption, nor did it differentiate between the acceptability of different kinds of food. Also a comparison of patients' acceptance between the plated and bulk trolley system was not conducted in this study. Practical implications: The results of the study can be used as a basis for decision making and for future planning of the food service system. The findings prompt analytical comparison, between the bulk trolley, and plated systems, in determining patients' preference, and to increase food intake. Originality/value: Patient satisfaction surveys are regularly conducted in the country but none had ever studied the effectiveness of the bulk trolley system in relation to patients' satisfaction. The findings are noteworthy and, compared with the past literature review, the difference in the way the system is carried out in the country may be the contributing factor regarding patients' satisfaction system.

Hospital Food Service Strategies to Improve Food Intakes among Inpatients: A Systematic Review

“…Meal delivery systems play an essential role in monitoring and assessing patients' food intake. Inpatients preferred the trolley system over the pre-plated meal system because the temperature was more controlled [56][57][58]. However, one study compared Bistro-style meals and pre-plated services and reported no significant differences in the patients' food intake, satisfaction, and meal quality [34].…”

Barriers and Challenges of an Outsource Hospital Foodservice Operation: A Narrative Thematic Analysis

“…In contrast, a study conducted in Malaysia to evaluate patients' satisfaction with the bulk trolley system and the energy and protein discovered that while most patients were satisfied with the foodservice, the majority did not meet their total energy and protein requirements from the hospital food provided. The purpose of distributing food via the bulk trolley service were to improve the quality of food by retaining temperature and allow patients to make selections at the point of service regarding the type of dish, portion size and amount of gravy (32).…”

Hospital Food Service Quality Improvement Questionnaire (Hfsqiq): Development, Translation and Validation of a Questionnaire

“…Nevertheless, there is insufficient information in the questionnaire designed for the Malaysian population. It is challenging to use the instrument in measuring food preferences due to differences in food culture and practices, which are linked to multi-ethnicity and diverse religions and socio-demographic backgrounds (17). Thus, this study aims to develop and validate a measurement tool using the TQM approach for monitoring and evaluating hospital food service operations.…”