Quality Management & Productivity


The main output of the food service department is food delivered to patients admitted to the hospital, as well as food served in the cafeteria/cafe for customers. Food quality, as well as customer service is important to keep track of, as it determines repeat business. Good quality food is important to the success of a foodservice operation. Total quality management is a continuous process used to improve the quality of the food and services provided. This module contains evidence of attended committee meetings that focus on continually improving the quality of food/care in the hospital, QM/PI outline, PI study, time temperature research paper, productivity study/measurements.

The module checklist and supporting evidence can be found below.

Committee Meeting Attendance

Throughout this rotation we had the opportunity to attend various meetings:

  1. Monthly Department Meeting (In-service)
    • Food service manager addresses pertinent issues, gives feedback, discusses customer satisfaction, suggests improvements and provides employee education.
  2. Pre-service Meeting for Host/ess’s
    • Pre-service meeting to touch base with employees, address concerns, foster sense of teamwork/family, encourage cooperation and discuss any changes or improvements that can be made.
  3. Q meeting (Retail/Cafe)
    • Follows a meeting agenda discussing issues to be addressed, continuously educates employees and opens the floor for employee questions/concerns/feedback.
  4. Department Safety Meeting
  5. Hospital Town Hall Meeting
    • This meeting was lead by the president of LVH Pocono. She discussed the DNA of LVHN (access, experience, value), the last 2 fiscal year operating budgets and income, new initiatives, the new mobile mammography bus, and discussed areas of improvement especially in patient and employee experience. She closed the meeting with a Q&A session.


QM/PI Outline

As part of this rotation I completed the QM/PI Outline, addressing some basic questions about the Quality Management processes at this facility.

QM/PI MSDS Project

Part of the EcoSure sanitation audit is to randomly pull out three chemicals from the chemical stock room and find the corresponding MSDS information in a designated location. During this audit we found that none of the three randomly chosen items had an MSDS sheet on file. The food service manger asked us to do a full audit of the chemical room and the MSDS file folder to determine what chemicals were in the room and then print out the missing MSDS files to update the binder.

We began the audit by doing an inventory of all the chemicals in the chemical store room followed by an inventory of all the MSDS files in the binder.

The food service manger is subscribed to an MSDS online database. We used this database to search for missing MSDS information, then we printed them out and added them to the folder. Additionally, we created a new table of contents and alphabetized the the files for easier access.

Image Source



Research Project:

Time Temperature

After completing a test tray evaluation it was found that some temperatures were lower or higher than expected. This prompted us to do a time temperature study of several foods in hot and cold holding to determine where temperatures are dropping before patient service. The time temperature study was then used for the research project. This is the full write up of the findings. 

Image Source: FDA



Productivity Study & Measures


In food service a common way to measure productivity is using different ratios. Data points such as patient meal census, the number of employees working and the number of hours they worked can be used to determine how efficiently staff produces meals for service. To determine employee productivity we chose three measurements and calculated them for one week. We used daily FTE’s and patient meal census to calculate the following labor productivity:

  1. meals per labor hour
  2. minutes per meal
  3. meals/FTE
Table 1. Labor Productivity Measures