A Client-centered Hotel for a Better Hospital Stay at the Arcispedale of Santa Maria Nuova in Reggio Emilia Food, Housekeeping, linen, clothing, security,...

A Client-centered Hotel for a Better Hospital Stay at the Arcispedale of Santa Maria

Nuova in Reggio Emilia

Food, Housekeeping, linen, clothing, security,...

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

Food hygiene and nutrition

To promote a healthier and safer life-style

To promote better personal and to maintime environmental hygiene in daily living

(immigrants)

To promote enviroment hygieneTo promote enviroment hygiene

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

PATIENT SAFETY AND EDUCATIONPATIENT SAFETY AND EDUCATION

RULESONGOING

SUPERVISION

REVIEW OF PATIENT

SATISFACTION

INTERNAL CLIENT CHECK

Monitoring and process revision Monitoring and process revision

Continuing quality improvement cycleContinuing quality improvement cycle

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

The patient has the right to choose meals of high quality

Free choice is inalienableree choice is inalienable Adherence to HACCP rules and respect

for the art of cooking

Self-check in all phases of the process

Internal client check

Assestement integration

Review of patient satisfaction

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

REGULAR DIET(50-55% starch)

PASTA with MEAT SAUCEPASTA with TOMATO SAUCE

SMALL PASTA in CHICKEN BROTH PLAIN RICE SEMOLINA

ROAST PORK LOIN BAKED FISH

STEAMED TURKEY BURGER PARMIGIANO REGGIANO CHEESE

WHITE MEAT STEAMED STRING BEANS POTATOES WITH PARSLEY

MASHED POTATOES FRESH FRUIT

STEWED FRUIT PUDDING

FRUIT YOGURT

DIABETIC DIET

PASTA with MEAT SAUCEPASTA with TOMATO SAUCE

SMALL PASTA in CHICKEN BROTH PLAIN RICE SEMOLINA

ROAST PORK LOIN BAKED FISH

STEAMED TURKEY BURGER PARMIGIANO REGGIANO CHEESE

WHITE MEAT STEAMED STRING BEANS POTATOES WITH PARSLEY

½ MASHED POTATOES FRESH FRUIT

STEWED FRUITPUDDING

NATURAL YOGURT

LOW-LIGHT DIET

PASTA with MEAT SAUCEPASTA with TOMATO SAUCE

SMALL PASTA in CHICKEN BROTH PLAIN RICE SEMOLINA

ROAST PORK LOIN BAKED FISH

STEAMED TURKEY BURGER PARMIGIANO REGGIANO CHEESE

WHITE MEAT STEAMED STRING BEANS POTATOES WITH PARSLEY

MASHED POTATOES FRESH FRUIT

STEWED FRUITPUDDING

FRUIT YOGURT

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

Summer Menù 2002:first course selection -

lunch Charge nurse

Patient

% s

elec

tio

n

Herb pastaEuro 1,06

Tortellini in Chicken broth

Euro 0,86

Potato with tomato sauce

Euro 0,37

Pasta with gorg cheese

Euro 0,37

Pasta with tomato sauce

Euro 0,20

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

Summer Menù 2002:second course

selection - lunch

% s

elec

tio

n

Dishes

Roast turkey

Euro 0,40

Veal Florentine

Euro 1,59

Cordon Bleau

Euro 0,68

Fish cutlet

Euro 0,24

Prosciutto

Euro 1,13

Charge nurse

Patient

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

Recipe P9PASTA with MEAT SAUCE

HACCP = Cotti CaldiIngredientsIngredients

SaltCarots

Corn OliMashed tomatoes

Durum weath pastaChopped meat Tomatoe paste

Thick tomatoe pasteParmigiano reggiano cheese

Red wine lt 1,5OnionCelery

Gross weight in gramsGross weight in grams 165

3010045 207

6,73,5206

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

  Directions:Directions:Take the ingredients out of the pantry or refrigerator

(meat 0°C – vegetables and cheeses at 6°/8° C)Sauté the vegetables ...

Add the chopped meat that has been out of refrigeration since 7 … Add the tomatoe paste…and allow to simmer for approximately 3 hours.

Mix sauce into the pasta within 1 hourCook the pasta at 11 am

ServingServing:: 275 grams per person275 grams per personDistribution:Distribution: in heated trolleys –

At > + 60° at 11:20 am Lunch should be eaten

before 12:30 pm

Recipe P9PASTA with MEAT SAUCE

HACCP = Cotti Caldi

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

Dishes are inspected and approved by the kitchen

team leader but not approved by the dietician

Hambu

rghe

r

Baked

Fis

h

Turk

ey c

utle

tHer

b om

elet

te

Roast

hac

he

2

1

0

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

Evaluation of Comfort and Amentities

Provided for Inpatients%

of

rati

ng

s r

an

gin

g f

rom

g

oo

d t

o v

ery

go

od

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

PATIENT SAFETY AND EDUCATIONPATIENT SAFETY AND EDUCATION

RULESONGOING

SUPERVISION

REVIEW OF PATIENT

SATISFACTION

INTERNAL CLIENT CHECK

Monitoring and process revision Monitoring and process revision

Continuing quality improvement cycleContinuing quality improvement cycle

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

For a clean environment Information sharing and exchange

between hospital personnel and external services (intranet, email, work protocols, task forces)

Definition of minimum acceptable standards per work environment

Quality Control by the Quality Control by the internal client internal client

(weekly meeting with supplier)

QUALITYQUALITYSERVICE’SERVICE’

Supplier accountable Supplier accountable for services renderedfor services rendered

(weekly meeting with the internal client)

Patient satisfaction review

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

Cleaning Control Results

Period starting Jan. 1, 2003 and ending Feb. 28, 2003

Standard Typology Work Environment

Docto

rs’ s

urge

ries

and

simila

r

Areas

of t

rans

it

Areas

whe

re car

e

is pr

ovid

ed

Stor

age

and

supp

ly

Restro

oms

Inpa

tient

room

s

Dress

ing

room

s

Office

s an

d sim

ilar

Terra

ces

War

d kitc

hens

High

risk

area

s of

tran

sit

High

risk

inpa

tient

room

s

High

risk

rest

room

s

Control results

Threshold value

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

Evaluation of Comfort and Amentities

Provided for Inpatients

75,9% 74,7% 75,5%79,6%

83,9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Quality ofmeals

Quantity offood

Menu variety Bed comfort Housekeeping

% o

f ra

tin

gs

ra

ng

ing

fro

m

go

od

to

ve

ry g

oo

d

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

housekeeping

linen

security

clothing

forniture

food

Florence - May 18-20 2003

Conclusions

Hotellery Service Hotellery Service

to meet all ISO 9001 to meet all ISO 9001

certification requirementscertification requirements

by the year 2003by the year 2003