Room service: a new approach to food service in acute care facilities

Abstract

The objective of this study is to document the satisfaction of Food and Nutritional Services Room Service meals as perceived by inpatients at Myrtle Werth Hospital, Mayo Health System in Menomonie, Wisconsin. The design method of the study involved a four point scale questionnaire. The questionnaire investigated convenience, taste, appearance and temperature of foods served via room service. The 42 post subjects and pre-subjects involved in the study included inpatients at Myrtle Werth Hospital, Mayo Health System in Menomonie, Wisconsin these inpatients were utilizing the room service meal program during November and December of 2002. The statistical analysis used for the study compared two months of data including pre and post surveys of room serviced food program. Results show that implementation of room service increased customer satisfaction scores by 4.1% for appearance of food and 8.0% for temperature of food. Convenience of meal times was unaffected by the implementation of a room service program. The findings of this study suggest an in-patient focused room service style of food service will increase customer satisfaction scores related to food in an acute care facility. These scores are based on the inpatients' satisfaction with the convenience, taste, appearance and temperature of the food served.