Plate versus bulk trolley food service in a hospital: comparison of patients’ satisfaction

Abstract

Purpose: The aim of this research was to explore the antecedents to patient satisfaction with food quality within a hospital setting and develop an indicative model. Methodology:A consumer opinion card concentrating on the quality indicators of core foods was used to measure patient satisfaction and compare two systems of delivery; plate and trolley. Findings:Results show that the bulk trolley method of food distribution enables all foods to have a better texture, and for some foods (potato, poached fish and minced beef) temperature, and for other foods (broccoli, carrots, and poached fish) flavour than the plate system of delivery, where flavour is associated with bad opinion or dissatisfaction. Practical implications:This research confirms patient satisfaction is enhanced by choice at the point of consumption; however, portion size was not the controlling dimension. Temperature and texture were the most important attributes which measure patient satisfaction with food, therefore defining the focus for hospital food service managers.Originality: An indicative model outlining patient satisfaction with hospital food service has not been previously published and adds to the body of knowledge in this field.

Texture-modified meals for hospital patients

“…Johns et al (2013) investigated reasons why two institutionalised systems should have very different food and energy outcomes for their 'customers'. Similar effects of reduced patient satisfaction with food temperature and texture of hospital food have been noted by other researchers (Hartwell et al, 2007). Both institutions have to contend with budget demands, mass production and transport of food.…”

“…Both institutions have to contend with budget demands, mass production and transport of food. However, appropriate nutrition is required for healing, and inadequate nutrition can lengthen stay by 50% (Johns et al, 2013;Hartwell et al, 2007). Plate waste from prisons was reported at 7%, whereas plate waste from hospitals was reported at 26% (Johns et al, 2013).…”

Exploring hospital patients' satisfaction with cook‐chill foodservice systems: a preliminary study using a validated questionnaire

“…Temperature and texture were the most important factors in a recent study of 180 hospital patients served by either plated meals or a trolley delivery system in the United Kingdom (Hartwell et al 2007). In this study, consumer satisfaction was enhanced by choice at the point of consumption using a trolley system (which enabled individualised serve sizing) compared with a plate distribution method (Hartwell et al 2007). Thus, various and broad aspects of consumer satisfaction should be measured.…”

Patients’ evaluation of hospital foodservice quality in Italy: what do patients really value?

“…Other authors have already shown that how food is delivered influences patient satisfaction: hospitals using a bulk trolley method of food distribution provided food with better texture, temperature and flavour (31,(40)(41)(42) .…”