The implementation and evaluation of a flexible, mixed-model food service system for a greenfield hospital

The opening of a new digital metropolitan hospital with surgical and subacute cohorts required a flexible food service model to meet diverse patient needs. This project aimed to design, implement and evaluate such a system, optimising service efficiencies and patient experience.

A flexible, mixed-model food service was designed by reviewing research, consulting experts, and gathering consumer feedback. The Knowledge-To-Action framework guided the model's development and implementation. Key features included an on-demand meal ordering system on the surgical ward; efficient and safe communal dining and snack services for long-stay patients; routine patient food intake hospital-wide to proactively identify at-risk patients; innovative waste and cost recovery strategies. Evaluation was based on the quadruple aims of healthcare measuring patient satisfaction, malnutrition prevalence, mealtime assistance, food waste and cost, and staff satisfaction. The success of targeted implementation strategies was also monitored.

Patients were highly satisfied with the food service model (4.6/5, n = 1284). High rates of mealtime assistance (>90% over 3 years) were achieved, and malnutrition prevalence was 21% (82/369) over the 3 years. Low plate waste (3-year average 16.5%) and an average food cost per meal of $4.73 were reported. Staff satisfaction was high, with a culture of success noted.

This flexible, mixed model food service met the needs of different patient cohorts across surgical, subacute and outpatient services, optimising service efficiencies, patient outcomes and staff satisfaction. This project serves as a guide for creating food service models that address diverse patient needs in hospital settings, translating contemporary evidence into practice.