2. Contents
1. Purpose of study
2. Company background review
3. Literature review
4. Methodology
5. Results
6. Key findings
7. Future research suggestions
8. References
3. Purpose Of Study
To assess the organizational structure of the food service
department
To assess understanding of total quality management principles
To assess human resources policies, systems of delivery, data
collection efforts and SWOT analysis
To determine whether or
not the facility’s food service
department has reached
Genesis Health Care’s mission
of commitment to high quality
and customer satisfaction.
4. Hypotheses
1. The food service director is familiar with
Genesis Health Care’s mission of
improving quality and satisfying customers
as well as implementing these ideas into
their practice.
2. The residents are highly
satisfied with the food
service department.
5. Genesis HealthCare
One of the largest long-term care providers in the nation.
More than 400 nursing home and assisted living centers
across 29 states in the United States.
Nearly 1,500 rehabilitation programs in 45 states.
Has both short stay and long term care services
Specializes in Alzheimer's care,
orthopedic rehabilitation, ventilator
care, dialysis care and assisted living
services in many of their centers.
6. Genesis HealthCare
Genesis HealthCare opened in 2003 as a spin-off
from Genesis Health Ventures
Genesis Health Ventures
was established in 1985
with nine centers and a
management team that
believed nursing homes
should be proactive centers
of health care, rather than centers focused solely
on custodial care for the elderly.
7. Morris Hills Center
Morris Hills Center: 77 Madison Ave.,
Morristown, NJ 07960
Morris Hills Center: operated by Genesis
HealthCare
Provides nursing, medical
rehabilitative care for outpatients
and residents.
≈ 240 residents and 260 beds
8. Literature Review
Talib (2011): Ultimate aim of healthcare is customer
satisfaction”. Customer satisfaction can help recovery-
Otani (2009) : Patient satisfaction with food is an important
factor to overall patient satisfaction
Talib (2011): “Manager’s responsibility to ensure that
satisfaction is converted into commitment in the long run” Can
be done through CQI
Friesner (2009): If satisfaction scores are already high, still use
CQI, there is no end goal
Nwabueze (2011): It is
important to be an effective
manager for TQM to work
9. Methodology
Criteria:
A nursing home facility with a large parent company
A food service director who would allow us access to his facility
Materials
Manager script that includes relative issues in long-term care
Employee survey that gathers all aspects of satisfaction data
Customer survey to determine customer’s overall satisfaction
on a five-point Likert scale
Methods
Scheduled a formal manager interview
Interviewed employees on two separate occasions for
variety
Interviewed patients on three separate occasions during
mealtime
10. Manager Interview
Results
The manager, Brett Ortiz, was interviewed on
March 6, 2013
He oversees 41 employees
He knows Genesis HealthCare’s
Mission Statement
He offers a 3-week cycle menu that changes twice
a year, daily “Chef’s Specials”, and three
permanent alternatives: hamburger, ham and
cheese, and pasta primavera.
Findings were orgnaized into a SWOT analysis
11. Manager Interview
Results
Strengths
Food
Truly great tasting food
Unique plate presentation
Non-institutional
Tray Tracker Software allows easy customization
Improvement in patient satisfaction
Decentralized dining model
Weaknesses
Staff
Do not take initiative
Are not responsible
Are not compliant
Are not motivated
Must threaten there jobs to get
them to do as he wishes
12. Manager Interview
Results
Opportunities
Patients that eat in the dining room are more satisfied
Immediate response
Second helpings
Unique plate presentation
Dissuade negative feedback
Threats
Sanitation is not easy when you work inside an old kitchen
Bad economy gives him a lower budget
Some patients are just never satisfied
13. Employee Interview
Results
The assistant manager was present for all interviews
No employees knew the mission statement
Most employees said they felt valued but could not
elaborate
The employees feel empowered to please guests
Mostly satisfied with there job
Felt as though the manager was personable and
felt as they could tell him things about their
personal and work problems and ideas
Do not receive performance reviews
Some have opportunity to advance others do not
Assistant managers have larger role in the company
14. Customer Survey Results
10 question survey
Customer survey results evaluated using the SERVQUAL service
quality framework
Questions 1-9 were on different aspects of dietary department
Satisfaction with food, service, dining environment, employee knowledge about
needs, employee helpfulness meeting these needs, choices of food offered, tray
service, ability to provide feedback and level of mealtime assistance
Question 10 was overall satisfaction with entire department
Each question was a 5-item Likert scale (1 highly dissatisfied – 5
highly satisfied) with an additional section for written in
comments
16. Customer Survey
Most comments were made by those who rated being
somewhat or highly dissatisfied
Food: Low grade, not tasty, cold,
undercooked. Some did say that
the food was excellent and arrived
hot
Service: Lazy, rude servers, lack knowledge and
engagement, no ability to provide feedback, some said
that servers were excellent and aimed to please
18. Key Findings
Utilized the RATER model (reliability, assurance, tangibles,
empathy, and responsiveness) to determine the gaps
Manager/Customer – Food quality
Manager believes the food tastes good and
has a good plate presentation
Although majority of patients were highly or
somewhat satisfied with the food, some commented that the
food was “low grade” and “not tasty”. Also complained about
temperature
Manager needs to work on improving tray service, and making
menu options for those on altered consistency diets more
appetizing
19. Key Findings
Manager and Customer – Service quality
Manager states that he provides face-to-face interaction
with patients, and that he is proud of the fact that he
increased customer satisfaction since 2011 (76% to 90%)
Our findings were that satisfaction did not increase (73%).
Patients stated that the staff was lazy, rude, not
knowledgeable and they could not provide feedback.
Manager can increase staff education
and training, also conduct in depth
satisfaction surveys periodically to
know what their successes and
deficiencies are
20. Key Findings
Manager /Employees
Neither Genesis HealthCare nor the manager measure employee
satisfaction
Mr. Ortiz threatening employees jobs shows lack of leadership skills and
may backfire
Uses dissatisfiers, such a small monetary gifts
Does not use satisfiers like employee incentives or recognition
Good Interpersonal skills does not make him an efficient leader
Employees feel empowered to please guests is a satisfier
Focusing on ratings instead of the future shows poor leadership skills
The route to better ratings may be through employees happiness
Employees do not know the mission statement means employees can
interpret the mission in there own way
Employees that believe there is no opportunity for advancement may
believe hard work goes unrewarded
21. Future Study Suggestions
Ensure that patient survey questions
match those asked to manager
Ask more specific questions
Increase sample size for accuracy