Genevieve Hospital

By: Carmen Chu, Katie Lamps,

Sarah Pittman, Stefany
Veldhuizen, Yijie Cheng
Welcome to our hospital!
At Genevieve Hospital,
we thrive at providing
services from birth to
end-of-life care, and
everything in between!
We are a 60-bed
hospital dedicated to
our patients, our staff
and our community.
Mission Statement
● We strive to bring our patients both the
compassionate care and the latest technology and
treatment that they deserve
● We are committed to excellence in all aspects. We
recognize each patient is a unique individual with
varying physical, emotional, psychological, social and
spiritual support needs.
Our Nutrition Team
● Helping our patients maintain optimal nutritional status is a top
priority of ours. Our nutrition services staff administer regular
patient satisfaction surveys to make sure we are meeting all of
our patients needs.
● All of our workers are skilled in customer service, attention to
detail, leadership and management. We employ three cooks and
five dietary assistants in order to effectively serve our patients
 Purchasing
As you are evaluating your budget, you decide to
find places where you could cut costs. For the past
10 years, your cook Izzy, has been making
homemade fudge cakes for the employees in the
cafe. You complete a make or buy analysis in order
to figure out if it is cheaper to make or buy the
fudge cakes.
 What other factors do we need to take into account when
making the decision to either purchase fudge cakes or make
them, other than cost?
● Time involved
● Storage of ingredients vs storage of pre-made fudge
cakes
● Quality of pre-made fudge cakes vs homemade
● Vendor reliability
● Employee satisfaction

Thought Process
We wanted to cut costs, but we
wanted to ensure that doing so
wouldn’t compromise quality or
employee satisfaction. Overall, it
would be cheaper and less time
intensive to purchase the fudge
cakes, as long as we have adequate
storage and they are of good
quality.
Would we answer
differently?
We would elaborate more on the
vendor reliability.
● Consistent product
● Reliable delivery
● Capable of meeting our
delivery times
● Professional and work well
with our purchasing team and
receiving crew
Receiving, Storage and
Inventory
Our distributor was being late in both deliver
days this week, and the driver was in a hurry and
didn’t willing to wait lzzy to finish checking
process. It turned out some of products were
dented or even missing. We are trying to find out
solution here.
 After reporting the problem, the distributor apologized and
credited your account, and assured you this wouldn’t happen
again. Will you stay with distributor? Why?
● Stay in contract.
● The situation didn’t happen before and they were apologizing and
accommodating.
● Reason:
○ Don’t need to set up a new contract with new distributor.
○ Easier to maintain a current relationship with distributor.
○ We know they are willing to solve problems.

Thought Process
It’s the first time that the vendor
made this mistake. It doesn’t
necessarily indicate the vendor is
unreliable. Staying in the contract
and giving vendor the second
chance avoids time and energy
waste of our staff.
Would we answer
differently?
We would answer the same. As
stated in our thought process, we
think stay with the current vendor
for now is the best solution. Further
decision will be made depending on
how the vendor perform in the
future.
 Production
Factors that contribute to forecasting
the menu in a hospital setting.
When forecasting your menu, what data should you take into
consideration based on the specific type of your
organization?
● Daily patient census- Determining how many patients we usually have.
● Types of patients admitted- For example, patients in ER or for physician
visits will not eat meals, or certain patients may be on enteral/parenteral
nutrition.
● Patients on therapeutic diets- These patients will require certain foods that
we must factor into forecasting in order to supply them with a proper diet.
● Daily patient admissions/discharges- How many patients are cycling
through will affect quantity of food needed.
● Menu items sold/picked during meal periods- Whether in the cafeteria or
delivered to patients, menu items should be tracked to monitor demand.
 Would we answer
Thought Process differently?
Being a hospital, we have to In addition to our answer, I would
consider the population that we are include a survey to gauge what
serving. We need to consider the patients liked or disliked about
daily patient census but also take their food.
into consideration the types of
patients. Many patients who are
there for ER or physician visits will
not have meals. We also need to
accommodate for patients with
therapeutic diets. We also need to
consider historically what items are
in demand.
 Service
In the last two days, there has been a natural disaster in
your area of the country. There are a number of people
that have had to evacuate and relocate to a shelter in
your area. You and your foodservice team have
volunteered to provide lunches for five days for 100 of
the people staying at the shelter.
 Detail your evaluation of your resources and your plan to
prepare and serve the meals.
● Since we don’t have a lot of space at the shelter, we are going to prep
everything we can ahead of time at the hospital. For things that need to
be served hot, will be prepared in baking pans and baked/reheated at the
shelter. Everything else will be kept refrigerated.

● We will utilize all of our staff since it is a large project. All chefs and dietary
aides will help with prep. At the shelter chefs will keep food hot and
stocked, and dietary aides will serve food via tray service. Food will be
transported from the hospital to the shelter via staff vehicles.

Thought Process
We chose to prepare the food at
our commissary instead of the
onsite kitchen because there is
more space and we don’t have to
transport all of the supplies to the
shelter. We can better utilize our
staff at our own commissary as
well, so that the dietary aides can
help prep, but only a few staff are
needed to serve at the shelter.
Would we answer
differently?
We originally said that we would
transport the food to the shelter via
staff’s vehicles. We realize that this
might not be sanitary or reliable so
we would have to use a rental
vehicle.
Facilities and Planning
Your organization wants to better serve the
community. One idea was to be able to
provide food to volunteers during community
events. Develop the idea of a mobile
commissary.
What are the special considerations for this specific type of
food service that you need to take into consideration?

1. Must make sure refrigeration is always working properly.

2. Temperatures for cold-held foods must be properly
monitored.
3. All food storage areas should be cleaned and sanitized
before and after each event.
4. Must be well-ventilated and well-lit.
5. Workers must always follow proper hygiene codes.
 Would we answer
Thought Process differently?
We had to make sure More mobile unit related:
● Weather
our mobile commissary
○ Driving difficulties
followed the basic food ○ Cold - proper heating
service considerations of ○ Hot - proper air
food safety and conditioning
● Exterior of vehicle is clean
sanitation before serving
○ About once a week
food to people. ● Vehicle Maintenance
○ Properly functioning
Research Article
Oregon Health Authority: Food,
Pool and Lodging Health and
Safety Program. Mobile Food
Operation Guide: Guidelines for
Food Service. 2014.
● Lays out guidelines and regulations
for mobile commissaries and food
operations
● Places our commissary in “Class 2”
● This class requires us to follow
certain guidelines, such as
inclusion of water supply,
handwashing sink, and cold
holding units
● Also provides regulations for
workers, garbage disposal, and
food storage
Facilities and Planning 2
Plan for mobile commissary has been
approved. The budget for the project is
$30,000 with a monthly operating
budget of $2,000.
Create a drawing for the layout of your mobile commissary.
Include your workstations and any equipment.

Service Window

Counter

Sink
 Would we answer
Thought Process differently?
We used principles
We would not
found in the research
answer differently
article, explained on the
because we think our
next slide, in order to
layout is efficient for
create a layout for our
serving our customers.
mobile unit that would
be most efficient.
Research Article
Wanniarachchi, W.N.C., Gopura R.A.R.C., ● Diamond layout most efficient
Punchihewa H.K.G. “Development of a
to minimize traveling distance,
layout model suitable of the food
processing industry.” Journal of Industrial overall equipment efficiency,
Engineering Vol 2016: @016. and product movement

Service Window

Fridges
Shelves
Counter
Fridges Shelves

Sink
Organizational Design
Our director decided to make each of
the departments have their own identity
and strategic plan that is aligned within
the organization.
 Develop a mission statement for your department

Mission Statement: The Food and Nutrition Services

Department will provide nutritious, delicious meals for all
patients, staff and visitors, while treating all with respect,
compassion and most importantly, a smile.

Thought Process
We wanted our mission statement
to address good quality food that is
also good for you. We also wanted
to incorporate all of our customers
that we serve and what our goal is
in serving those customers.
Would we answer
differently?
I do not believe that we would
answer this question any
differently. We really liked the
mission statement that we came up
with, we could potentially address
our patients more in our mission
statement since that is our main
target audience.
Research Article
Theurer, Vanessa A. “Improve
Patient Satisfaction in a Hospital
Foodservice System Using Low-
Cost Interventions: Determining
Whether a Room Service System
is the Next Step” (2011).
● Used this research article
throughout this case study to craft
our mission statement, statement
of purpose, goals, objectives, and
statement of identity
● Centered these around ensuring
happy customers and patient
satisfaction
 Human Resources
Genevieve Hospital is going to hire an
Inventory and Operations Manager! We
get ten applications and five of them are
very well-qualified.
 Before the interview, develop five questions to be asked.
1. Give me an example of a time that you had to multitask or handle
many responsibilities at once.
2. Give me an example of you led your group to success. What is your
leadership style?
3. Tell me about a time that you were unable to effectively communicate
with a group of people and how did you solve it.
4. Do you prefer to work independently or as a team, please explain.
5. What distinguished you from other candidates?

Thought Process
Our goal is to see what are the
person’s strength and weaknesses
through his experiences instead of
just let the person talk about what
he is capable of. Because everyone
can brag about themselves, but
experiences won’t lie even if stories
would be polished by tellers, we
can still see what are the basic
characteristics of this person.
Would we answer
differently?
We can probably incorporate
questions that help us to see more
aspects of this person, like his
personal opinions about food
service industry, or some current
events happened in foodservice
field. So we can know more about
our potential employees and pick
out the one suits the position most.
Performance Improvement
We have analyzed 3 weeks of customer
surveys and found that our main
complaint was that our food was too
cold upon delivery
Identify main problem in establishment and develop a PDCA
cycle
● Plan: analyze how many steps are involved from preparation to service
and identify where time can be cut down. Consider investing in a food
warmer for food delivered to patient's room or a plate warmer to put the
plates in before food is served.
● Do: hold a staff meeting to inform kitchen staff of the changes. Show
everyone how to properly load and use the food warmer.
● Check: monitor a few kitchen shifts to ensure the changes are
implemented and running smoothly
● Act: if customer complaints about being too cold do not improve,
brainstorm more ideas to fix this problem.
 Would we answer
Thought Process differently?
Knowing that our main complaint We didn’t really address how we
was our food being too cold we were going to cut down on time,
wanted to look at the time that it delivering food to patients rooms,
took for us to get our food to our so that would be something we
patients. The second area that we would want to add next time.
wanted to address is investing in a
food warmer in order to keep our
food warm as long as possible since
delivering food to many patients
can be time consuming no matter
what.
Professional Ethics
When faced with a customer complaint,
one of the evening cooks becomes
agitated and lashes out at the customer.
The encounter ends with the customer
storming off, upset.
 Based on the 10 basic ethical principles, which principles
were violated by Cindy and your operation during this
situation?
● Concern and respect - Cindy was not respectful and compassionate to
the customer, instead, she immediately got angry. If we want to build a
loyal and kind relationship with our customers, our employees should not
react in this way.
● Commitment to excellence - Cindy was not performing to the best of
her ability. Part of her job includes being able to deal with customers, so
she needs to be able to do this without becoming angry.
● Reputation and moral - Now that the customer has had such a bad
experience, he will likely remember this and tell his friends. This does not
reflect well on our business as a whole.

Thought Process
In our mission statement we
emphasize the importance of
treating everyone with respect and
compassion. Cindy did not maintain
those standards by behaving in a
disrespectful manner and
jeopardizing our positive
relationship with our patients.
Would we answer
differently?
In addition to our response, we
could include integrity as well
because Cindy should honor the
mission statement when she is
representing the hospital even
when she is off the clock and
online. She didn’t do the right thing
when she was unsupervised.
Strategic Operations
Management
At the end of the year, our
organization is going to develop a
strategic plan for our end year party.
 Create 3 recognition awards to provide to your employees
Most Dedicated: Izzy Smith

● Izzy has worked here for the past 25 years. She has always on time, dependable, and
consistent. Dedicated to providing quality service by still wanting to make fudge cakes despite
the time commitment.

Service with a Smile Award: Sammy Bell

● Sammy has the best customer service. He is very personable, always talks to customers, and
aims to make them happy through his cooking.

Terrific with Teamwork Award: Mobile Commissary Team

● All team members showed passion, enthusiasm, and dedication in this project from the very
beginning. They all worked well together even in a tight space and under stressful conditions.
 Would we answer
Thought Process differently?
We thought it was important to Give more awards/ recognition:
highlight Sammy’s customer
service skills because it’s ● Great Addition Award:
important to foodservice. Mobile Sondra Cunningham
commissary team had worked ● New employee recognition
well together and adapted under ● Attach a cash reward to the
unfamiliar conditions. Highlight award
Izzy’s dedication to still wanting to
put in the time and effort of ● Gift Cards
making fudge cakes.
Thank you!