Continuous Quality Improvement

The Nutrition and Food Services CQI program is designed to ensure that products and services meet established standards. The following are key audits and quality reports conducted:

The Tray Accuracy Audit assess whether residents/patients are receiving the correct items on their tray. The auditor determines if everything on the tray matches the printed tray ticket.  Approximately 3% of total tray volumes are audited monthly. Trays are rated as accurate or inaccurate and the standard of performance for this audit is 95% accuracy.  

Tray Accuracy Audit

Tray Accuracy Annual Summary

Sanitation Audit is a tool used for assessing the general cleanliness and sanitation of each facility and associated equipment within the NFS food service system.  The results are analyzed and corrective actions are implemented. The audit is completed once a month and the standard of performance is 90%.

Sanitation Audit

Sanitation Audit Annual Summary

Frequency of Comments Report summarizes the types and frequency of comments made by stake holders (patients/residents, health and care team members, family etc.). Stakeholders communicate their comments to NFS by completing the NFS Comment Form. Approximately .35 comment forms are received for every 1,000 meals.

Nutrition Food Service Comment Form

Frequency of Comments Annual Summary

The Point of Service Audit (POS) is designed to measure general food quality.  Auditors taste the food and rate it based on 6 main categories; aroma, taste, texture, temperature, quantity, and appearance.  Each category is measured on a scale of 0 to 2 where 0 = unacceptable; 1 = needs improvement; 2 = acceptable.  Cleanliness and overall presentation are rated as acceptable or not acceptable

Point of Service Audit

Point of Service Evaluation Annual Summary

Patient / Resident Food Satisfaction Survey began in 1998 to establish a benchmark for regionalized Nutrition & Food Services (NFS).  Since that time the results of successive annual surveys have been used to improve meal service. The survey is designed to assess satisfaction through measuring the following parameters: food appearance, taste, temperature, variety, portion size, completeness of meal, cleanliness of dishes, and serving staff.  Approximately 90 % of data is obtained by interview or completed independently by resident/ patients or family members.  Facility volunteers and staff conduct the interviews. The survey sample size is statistically significant with a confidence level of 99% and a 3.5% margin of error. Numerical values are assigned to the survey parameters (answers) in order to be able to input the data and develop comparative graphs and calculate mean values.  The most recent annual results indicate an average overall satisfaction of 85%.  Facility specific and system comparison results are below.

Satisfaction Surveys (Questionnaires)

Acute Care Questionnaire

Long-term Care Questionnaire

Satisfaction Survey Results

Calvary Place

Concordia Health Centre

Concordia Place

Deer Lodge Centre

Grace General Hospital

Misericordia Health Centre

Misericordia Place

Riverview Health Centre

Seven Oaks General Hospital

Victoria General Hospital