The Mater Hospital Honoured for New Meal Time Initiative Which Raised Patient Satisfaction Scores by 20%

The Mater Hospital from the St Vincent’s Health Australia group was honoured for its service to patients at the inaugural Healthcare Asia Awards held in Singapore. The hospital won two awards at the event on May 23, 2018, the Facilities Improvement Initiative of the Year and the Service Delivery Innovation Initiative of the Year.

The awards recognize the success of the hospital’s new meal time initiative, in which patients order fresh meals to be delivered to their rooms at a time that best suits them. Mater is the first hospital in New South Wales to introduce such a program. Since doing so, patient satisfaction scores have risen 20 %, while overall food waste has declined 84%, Mater reports.

These achievements were made possible through the hospital’s partnership with CBORD, the world’s leading provider of integrated technology solutions for healthcare foodservice. Mater has been a CBORD partner since 2006, employing the company’s food production and nutrition management products, including Room Service Choice® and Mobile Intake®, applications instrumental to academic studies proving the beneficial effects of the room service model on patient outcomes.

”What is particularly gratifying is being recognised for a service that is making such a huge difference to our patients, staff and indeed the environment,” says Mater Hospital CEO Janine Loader.

Within the first 12 months of their initiative, The Mater Hospital has achieved a 17% reduction in overall costs, a 28% reduction in raw food costs, a 30% reduction in daily plate wastage, and a 4% reduction in labour cost. They also improved their Press Ganey satisfaction scores above the 90th percentile and increased guest meal revenue significantly.

One patient expressed appreciation for the service in a letter sent to Ms. Loader: "I would also like to compliment you on the room service food which was very tasty and quite a departure from the traditional "hospital food" that we all dread. It always arrived on time and even when I forgot to order, a phone call was made to see if I was hungry. Once again a big thank you for making my stay at the Mater a really great experience."

“We are proud to be associated with the many benefits The Mater Hospital has been able to achieve within a short timeframe, particularly relating to the enhanced patient experience,” said Rich Imlay, CBORD General Manager, Asia-Pacific. “Their talented team continues to demonstrate commitment to our shared belief that ‘Food Service is Medicine.’”

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CBORD powers technology solutions for higher education, healthcare, senior living, and business campuses enabling users to create optimal experiences for their students, patients, employees, and residents. Guided by customer-centric development and support, CBORD has pioneered software for dining operations, nutrition analysis, security, card systems, and housing for over forty years.

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