Posted by: Duke Raleigh Hospital | January 8, 2019

Staff Make Serving Food More Than Just a Meal

With an enhanced focus on process and customer service, Duke Raleigh Hospital’s Nutritional Services staff have made patient dining experiences among the best in the country.

2018 is the third year Duke Raleigh has used a concierge-like service for meal orders, which has quadrupled overall satisfaction scores provided by patients in that timespan. Ranking of “courtesy” toward patients in food service most recently ranked in the 92nd percentile among all hospitals in the country.

“When you’re in the hospital, there’s not a lot you can control when you’re getting care, but one thing we can give patients control of is their food,” said¬†Derrick Thornton, a food service associate and patient ambassador at Duke Raleigh. “That puts a smile on their face.”

Instead of fixed menus with only a few options to eat during certain times of the day, Duke Raleigh implemented a room service model. Patients can call Nutritional Services when they’re hungry to choose from about 30 different options. Ambassadors also round on patients to take meal orders at the bedside for those that have hearing or vision difficulties.

Not only is it a personal touch, but Thornton and colleagues can also ensure dietary restrictions are in compliance. If a patient needs to watch sodium intake, for example, they can assist with best options from the menu.

Thornton said he takes extra pride in his work because he now has one-on-one time to show patients how much Duke Raleigh staff care. He builds relationships with patients because he has time in their room to chat and learn more about them.

“People are constantly seeing doctors and nurses checking on patients,” he said, “and I like that I can bring not just great food, but a smile and a good piece of conversation.”

Interested in a Food Service Career?

Join us for a hiring event, 8:30-11:30 a.m. and 2-4:30 p.m. on Jan. 22. Meet with recruiters and hiring managers about our openings in Food Services for production cooks, production associates, and Environmental Services attendants.

Leave a Reply


%d bloggers like this: