Volume 18, No. 2, Spring 2010
While President Obama has been working to expand equal access to quality healthcare for all Americans, Cape Cod Hospital has quietly taken a giant step of its own to provide equal access of a different kind for its patients.
Access to a varied diet, that is.
Now, nobody this side of Bangladesh ever checked themselves into a hospital just for the food. But at least at Cape Cod Healthcare, they’re trying to put a little presumably salt-free seasoning to the usual institutional fare.
The process is called “room service”—which one would assume everyone tied to a hospital bed would be receiving—but in this case it involves an extra twist.
Not a sliver of lemon peel in your drink, thank you very much, but the possibility of choice. Within reason. No double chocolate éclairs for diabetes patients, you can be sure.
The “At Your Request” Room Service (trademark symbol) dining program has been available at Falmouth Hospital since 2001, where its popularity was easily confirmed through a jump in patient satisfaction scores.
So, this past February, Falmouth’s sister hospital in Hyannis began offering a similar service.
From 6:30 a.m. to 6:30 p.m., patients who are able to participate can order up a choice of meals at no extra charge. Patients previously had to order their meals a day in advance and choose among one hot entrée and several cold items. This new room service places a whole array of hot and cold items on call. Three operators take orders at any one time and the meals arrive within 45 minutes.
“Patients don’t have many things to look forward to when they’re in the hospital,” says CCH Nutrition and Food Services Director Scott Taylor. “The intent is to truly put ownership of meal service back in the patients’ hands. They can order around their schedule, around any procedures they might have, or even around visitors.”
The new CCH kitchen was constructed three years ago with room service in mind, he said. Existing staff was trained for the program and the kitchen has been set up more like a restaurant’s, with an emphasis on freshly prepared single portions.
One special aspect involved wiring for the “HealthTouch” computer program, which allows operators at the room service call center to pull up a patient’s chart and know what type of diet has been prescribed and whether it includes dietary restrictions or allergy alerts. If foods ordered are contraindicated, the operator may suggest alternatives.
On admission, nursing staff determines if the patient is medically able to participate in the room service program. If there are no problems, participation can begin immediately.
From 40 to 70 percent of patients use the room service option at Falmouth Hospital, according to Nutrition and Food Services Director Mike Pasakarnis and he says surveys show they like what they get.