Technical Exhibit F_MEMO Satisfaction Survey.pdf

DEFENSE HEALTH AGENCY

7700 ARLINGTON BOULEVARD, SUITE 5101

FALLS CHURCH, VIRGINIA 22042-5101

MEMORANDUM FOR Nutrition Care Foodservice Contract

SUBJECT: Nutrition Care Patient and Guest Satisfaction Surveys

1. References:

a. AR 40-3, Medical, Dental and Veterinary Care, Chapter 8-19, 23 Apr 13.

b. TC 8-502, Nutrition Care Operations, Chapter 13, 5 May 15.

2. Proponent: The proponents for this memorandum are the Nutrition and Dietetics Consultant to the Army Surgeon General and the Chief, Nutritional Medicine Clinical Support Services, Defense Health Agency (DHA).

3. Applicability: Applies to contract Nutrition Care Food Services Military Treatment Facility (MTF) sites (Keller ACH, Irwin ACH, Weed ACH, General Leonard Wood ACH, Winn ACH) with inpatient and foodservice operations.

4. Purpose: Provides policy guidance on assessment procedures to evaluate the impact of nutrition services on the patient care and guest experience. This guidance is intended to assist the Nutrition Care Division (NCD) in evaluating and improving nutrition services.

5. Policy: NCD is important to an overall positive patient experience. Each MTF will administer the surveys enclosed to better capture inpatient and guest experiences.

6. Procedures:

a. Patient Satisfaction (Inpatients): At a minimum, NCD will use the Patient Satisfaction Survey (Encl 1) to assess the inpatient meal experience. NCD may add to the survey as appropriate for their facility or use the results from the TRICARE Inpatient Satisfaction Survey (TRISS) aimed to provide performance feedback that is actionable and will aid in improving overall quality of health care for all beneficiaries.

(1). Each NCD will use TRISS with nutritional comments annotated by the patient or complete a minimum of five surveys per week.

(2). Nutrition Care may administer surveys using several methods based on staffing; however, a personal visit from the NCD team is recommended. If staffing allows, a diet technician, patient room service supervisor, or cook will visit each patient to verbally complete the survey. If staffing does not allow for a personal visit, other distribution options include, but are not limited to:

(a) A survey may be placed on the patient's tray to complete during a meal period, determined by NCD. The patient may return the survey on their tray. This method may be best used for patients who would rather not be disturbed or are unreachable during meal hours.

(b) If possible, NCD staff should address patient comments as soon as possible to ensure the patient has an enjoyable hospital stay.

b. Guest Satisfaction (Dining Facility): At a minimum, NCD will use the Guest Satisfaction Survey (Encl 2) to assess guest experiences in the dining facility. NCD may add to the survey as appropriate for their facility.

(1). Each MTF will complete at least 25 surveys per quarter.

(2). NCD will determine the best method to administer the survey based on staffing and customer preference. Electronic options utilized and maintained at the local level may include the use of Quick Reference (QR), Survey Monkey, or Survey Planet. The surveys may also be distributed by NCO Staff during mealtimes.

(3). If possible, NCD Staff should address constructive comments as soon as possible.

c. Nutrition Care Divisions are encouraged to discuss and share best practices to continuously improve satisfaction amongst the Enterprise.

7. Responsibilities:

a. Chief, Nutrition Care develops a local policy that adheres to the guidance annotated here.

b. The NCOIC and/or department Quality Assurance Evaluator (QAE) reports satisfaction results on the Quality Assurance Surveillance Report (QASP) monthly, or as determined by the COR, Nutrition Program Manager.

2 Encls as

Justin D. Kocher Chad E. Johnson, Major, USAF LTC, SP Chief, Nutritional Medicine Clinical Consultant to the Army Surgeon General, Support Service Nutrition and Dietetics Defense Health Agency

Thank you for taking the time to participate in our patient satisfaction survey. Our team strives to offer the best services to our patients. Your feedback is important to Nutrition Services!

Patient Information:

Date: Unit:

Days in Hospital: Diet Order:

Section1: Food Allergies/Intolerances, Special or Restricted Diets Questions: Yes No

Do you have any food allergies and/or intolerances? (If NO, SKIP to question 3) Have any of your hospital meals delivered to your room contained these items?

If YES, describe situation:

Were you on a special or restricted diet during your stay?

Were you educated about this special or restricted diet?

Section 2: Food Performance Please rate the food services received during your stay:

Excellent Very Good

Good Fair Poor

1. Choices of foods available for your meals.

2. Appearance of my meal trays.

3. Flavor and taste of your meals.

4. Food temperatures of hot foods

(soups, entrees, hot beverages).

5. Food temperatures of cold foods

(milk, ice cream, drinks).

6. Accuracy of the meal you received in relation to what you ordered.

7. Politeness of foodservice staff.

8. Daily meals served in a timely manner after ordering meal.

9. Overall satisfaction with nutrition services during your stay.

Additional Comments:

Please return survey on your tray.

Enclosure 2 Guest Satisfaction Survey

Thank you for taking time to participate in our satisfaction survey. Our team strives to offer the best services and your feedback is important to us.

Enclosure 1 Patient Satisfaction Survey for Nutrition Services

Date: _____________ Location: Hot line Grill Pizza Deli Salad Bar Other Meal: Breakfast Lunch Dinner

Questions:

Excellent Very Good

Good Fair Poor

1. Please rate the appearance of your meal.

2. Please rate the flavor and taste of your meal.

3. Please rate the promptness of service.

4. Please rate the variety of choices.

5. Please rate the value of the meal.

6. Please rate the cleanliness of the Dining Facility.

7. Please rate the courtesy of the culinary staff

8. Please rate the employee appearance

9. Please rate your overall dining experience

Additional Comments: