El Centro Regional Medical Center
El Centro Regional Medical Center (ECRMC) in maintains a commitment to patient safety and a focus on providing an outstanding patient and family experience. In fact, ECRMC won the Healthgrades 2018 Patient Safety Excellence Award, a distinction that places the hospital among the top 10% of all short-term, acute-care hospitals.
As part of its commitment to improving the patient experience, ECRMC took an organization-wide approach, looking beyond its medical functions to identify additional areas that impact safety and satisfaction. Food services and patient nutrition emerged as important areas of focus.
The hospital decided to bring food service operations in-house with a goal of improving the overall dining experience at ECRMC.
At that point, the foodservice function at ECRMC was operating manually. “We were printing tri-fold menus from Microsoft Word, circling with golf pencils, and affixing patient IDs using mailing labels. We were also maintaining a handwritten patient card system,” said Marc Walters, food service director at ECRMC.
ECRMC turned to CBORD for a proven technology solution designed for the unique needs of healthcare food service. The hospital implemented CBORD’s full suite of seamlessly integrated solutions to manage the entire operation—from food production and patient nutrition services with on-demand room service to employee cashless accounts and point-of-sale.
“CBORD’s solutions help overall, in multiple ways,” Walters noted. “We are able to audit, analyze, and improve our operation—from production to menu selection, tray delivery and pickup monitoring, and nutrient analysis. All were manual audits, or not audited, prior to CBORD. We have complete front-of-house to back-of-house integration of POS, dietary, and production for the first time.”
As Walters was moving his food service operation away from a contracted management company to a self-operating model, he was also bringing patient nutrition services in-house and switching from a traditional tray line to hotel-style room service.
The change to room service has proven to be a hit with patients. They appreciate being able to choose what and when they eat. “Patients receiving house trays went from 60% to less than 5% almost overnight after room service was implemented,” Walters commented. “When 95% of patients are selecting their meals, it leads to improved satisfaction and reduced food waste. Enabling patients to select their meals means we aren’t sending house trays with items they don’t want.”
Patients were given the flexibility of ordering…
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El Centro Regional Medical Center Case Study
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