Title Page
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Site conducted
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Conducted on
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Prepared by
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Location
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PDS - Room Service
Courtesy / Accuracy
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Did employee gather appropriate tools for visiting patient room prior to the proceeding to patient floors?<br>
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Was patient information protected by employees (HIPPA)?<br>
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Was there an established process in place to communicate diet order changes and new admissions between the unit and food service?<br>
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Did patients receive menus within 45 minutes after a diet order was received or changed?<br>
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Was there evidence that the process for communicating diet order changes and new admissions between the unit and food service is being followed?<br>
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Did the employee sanitize their hands according to hospital procedures?<br>
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Did the employee knock on the door, announcing room service and ask permission to enter?<br>
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Were patients identified utilizing approved scripting (see manager)?<br>
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Was an explanation provided by the server of how to order their meals?<br>
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Was employee of assistance explaining menu items or making recommendations?<br>
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Did the employee smile as they presented the appropriate menu for the patient's diet order to the patient?<br>
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Were there any meal options available/offered for special meal requirements; i.e., gluten free, vegan, vegetarian, etc.?<br>
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Were calls answered courteously using the required script (see manager)?<br>
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Was the patient asked to verify their room number?<br>
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Was the patient asked to identify themselves by stating their name and date of birth?<br>
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Was the patient told the diet order on record?<br>
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Were proper procedures taken to verify correct diet order, if diet order did not match patient's understanding?<br>
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Did the employee negotiate with the patient, through suggestive selling, to ensure that all condiments and appropriate sides are included in meal?<br>
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Did the employees advise and work with the patient, through suggestive selling, when the patient's meal order exceeds restrictions of the diet?<br>
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Were special requests welcomed and granted, if not conflicting with diet restrictions and unit capabilities?<br>
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Did the employee read back the patient's order to ensure accuracy?<br>
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Did the employee provide an estimated time of delivery?<br>
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Were calls to the Call Center answered in an average of 30 seconds? (Request copy of the CMS report to verify)<br>
Tray Presentation
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Were plates 175 degrees prior to plating food?<br>
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Was the hot food server assembling items to order (no preplating of entrees)?<br>
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Are meal tickets managed to optimize production time to support on time delivery?<br>
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Were entrees and other items prepared and plated according to diagrammed standards, without drips, runs, or errors?<br>
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Were hot foods placed on the dispatch shelf in order ensuring first in / first out?<br>
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Were foods labeled and dated according to Morrison policy (see manager)?<br>
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Were requests for NOW (late) trays and replacement items completed within 30 minutes of request?<br>
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Were pre-prepped foods rotated using FIFO standard?<br>
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Were pre-prepped refrigerated items brought to par level prior to peak meal service?<br>
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Were carts cleaned and sanitized per policy and in good working condition?<br>
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Was tray accuracy monitored and documented per Morrison policy (see manager)?<br>
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Were entrees and other items prepared and plated without drips, or runs?<br>
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Was there an adequate amount of smallware and utensils to complete meal service?<br>
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Were trays set up according to the posted visual standard for meal/tray presentation?<br>
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Did food items on trays look / appear fresh?<br>
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Were requests for NOW (late) trays completed within 30 minutes of request?<br>
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Did the taste of the in-house prepared items on the tray match menu description and taste flavor profile? <br>
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Was china in good condition and did serviceware meet patient tray set up standards?<br>
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Were entrée salads/sandwiches served using a clear dome, if available?<br>
Tray / Diet
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Were any item substitutions required or items omitted due to lack of availability?<br>
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Were all trays tested accurate to the meal ticket?<br>
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Were all trays given a final check before leaving the kitchen?<br>
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Were carts loaded as per unit protocol?(if appropriate)<br>
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Was the timer used and set for 15 minutes or less? <br>
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Was the quality of food consistent from tray to tray?<br>
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Was there a department manager/supervisor available during peak serving times?<br>
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Was patient information protected (HIPPA) during transport of food to patients?<br>
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Was a process in place to alert tray delivery staff of meal tray arrival (as appropriate to facility)?<br>
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Were carts left unattended at any time while in transport from the kitchen to the Ambassador?<br>
Food Quality / Temperature
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Were cold items 41 degrees or below and hot items 140 degrees or above for production?<br>
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Were cold items 41 degrees or below and hot items 140 degrees or above?<br>
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Were cold items 41 degrees or below and hot items 140 degrees or above?<br>
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Were cold items 41 degrees or below and hot items 140 degrees or above?<br>
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Were cold items 41 degrees or below and hot items 140 degrees or above?<br>
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Were cold items 41 degrees or below and hot items 140 degrees or above?<br>
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Did the hot entrées look / appear fresh?<br>
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Did the taste of the in-house prepared hot entree match menu board description and taste flavor profile? <br>
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Did the cold entrées look / appear fresh?<br>
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Did the taste of the in-house prepared cold entree match menu board description and taste flavor profile? <br>
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Did the soups look / appear fresh?<br>
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Did the taste of the in-house prepared soup match menu board description and taste flavor profile? <br>
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Did the fresh sides / snacks look / appear fresh?<br>
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Did the taste of the in-house prepared side / snacks match menu board description and taste flavor profile? <br>
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Did the composed/fresh salads look / appear fresh?<br>
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Did the taste of the in-house prepared salad match menu board description and taste flavor profile? <br>
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Did the deli sandwiches look /appear fresh?<br>
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Did the taste of the in-house prepared deli sandwiches match menu board description and taste flavor profile? <br>
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Did the breakfast items look / appear fresh?<br>
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Did the taste of the in-house prepared breakfast item match menu board description and taste flavor profile? <br>
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Were breakfast items available all day?<br>
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Did the fresh desserts look / appear fresh?<br>
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Did the taste of the in-house prepared dessert match menu board description and taste flavor profile? <br>
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Did the taste of the in-house prepared cold beverage match menu board description and taste flavor profile? <br>
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Did the cold beverages look / appear fresh?<br>
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Did the taste of the in-house prepared hot beverage match menu description and taste flavor profile?<br>
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Did the staff member sanitize their hands prior to serving meals according to hospital procedures?<br>
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Did the staff member knock on the door, announcing room service and ask permission to enter when serving meals?<br>
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Was patient identified utilizing proper protocol during meal service?<br>
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Were meals delivered within the stated time of delivery?<br>
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Did the delivery employee ask the patient if they want lids removed or need assistance according to script?<br>
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Were meal trays picked up 45 - 60 minutes after the meal is served.<br>
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Were service recoveries documented and recorded (ask for documentation)?<br>
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Were G8 Start meetings held with staff documented for each shift change.<br>
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Were all carts returned to the kitchen per policy (see manager)?<br>
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Did employee follow established customer service scripting during observed patient interactions?<br>
Pantries
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Was patient floor pantry area clean, organized and neat? <br>
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Were products that were being stored in the cabinets in patient floor pantries organized and have the proper dates if applicable?<br>
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Were refrigerators holding product that is for patient consumption in the patient floor pantries clean, organized and free of spills?<br>
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Were there is no expired food products in the pantry refrigerator? <br>
Admin / Procedures
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Were there any noticeable safety hazards?<br>
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Were all employees following Morrison food safety standards; i.e., wearing gloves and changing them as needed, maintaining proper food temperatures, cleaning?<br>
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Were carts sanitized per policy (see manager)?<br>
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Did the menu meet the nutritional needs of the patient in a manner consistent with recognized dietary practices, ethnic and cultural food preferences?<br>
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Were the food prep and tray assembly areas clean, organized and equipment in good operational order or work order placed for repair?<br>
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Were all menus offered accurate and easy to follow? <br>
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Was nutritional data available and accurate for menu items? <br>
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Was allergen data available and accurate for menu items? <br>
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Were nutrition operators and employees trained on basic nutrition differences on diets as per Morrison policy (see manager)?<br>
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Were employee able to speak to the steps to take if they did not know an answer to a question?<br>
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Were employees observed assisting each other (communicating, assisting with delivery, running for each other, etc.) during set up and or service?<br>
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Was customer service training completed and documented within the past 12 months?<br>
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Was a customer complaint escalation process (service recoveries) followed and were they handled in two (2) hours or less?<br>
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Were all employees in proper food safety gear, including hair restraints, gloves, and appropriate foot wear?<br>
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Were employees in compliance with the Morrison defined uniform policy?<br>
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Did all positions have the tools/resources to perform their duties correctly?<br>
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Are all managers knowledgeable of the "Downtime Procedure" policy in place? (Request "Downtime Procedure" policy)<br>
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Was there evidence the "Downtime" policy being implemented?<br>
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Was there a process in place for communicating meals for patients with diabetes to the nursing staff?<br>
Safety / Food Safety
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Were temperature logs for cold storage units completed each day (fully and consistently) at Patient Dining Area?<br>
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Were food temperature logs for high risk items (proteins, in-house prepared items) completed each day (fully and consistently) at Patient Dining assembly area?<br>
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Were there any noticeable safety hazards?<br>
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Were all employee following Morrison food safety standards; i.e., wearing gloves and changing them as needed, maintaining proper food temperatures, cleaning?<br>
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Were the Morrison quality standards in place and being conducted as appropriate to the unit?<br>
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Were carts sanitized per policy (see manager)?<br>
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Were the food prep and tray assembly areas clean, organized and equipment in good operational order or work order placed for repair?<br>
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Were there any noticeable safety, equipment, or floor hazards (standing water, obstructions or grease spills) evident and not addressed by staff?<br>
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Was there evidence that the product in patient floor pantries has been rotated?<br>
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