KGH to improve quality of food for patients, employees and visitors

Patients have long complained about hospital food – it’s bland, cold and not all that appetizing. Kingston General Hospital plans to change that through the introduction of a new and innovative cooking process that will provide greater quality and selection.

“Patients, and our staff and visitors, have told us they want better food – high quality, nutritious meals for the best value for money,” says Jim Flett, Chief Operating Officer. “Earlier this year we set out to find a new system that would allow us to improve the quality and selection of food choices to increase overall patient satisfaction.”

Following a detailed selection process, KGH selected Compass Group Canada, a Mississauga-based company to manage its entire food operation. This includes the food provided to patients, food for staff and visitors in our cafeteria and the creation of a new specialty coffee shop.

Under the new system, patients will choose their meals from an extensive, restaurant-style menu of nutritious choices that includes more meal and side-dish options than are currently available. Patients will be able to order their meal up to one hour before meal time. Right now, patients often make their selections up to two days in advance.

Compass uses an innovative cooking method that steams fresh or chilled food in a microwave. Steaming heats the food while maintaining the food’s freshness, taste, texture and nutrients. New kitchenettes will be created on each patient ward so the food will be heated right on the patient unit moments before it is served.

The changes will not result in staff layoffs. Staff will, however, see their roles change within the new food system. Some staff may move to other jobs or assignments at KGH.

Compass has proven success in hospital environments. The company currently provides food services in several Ontario hospitals including Humber River Hospital, Sunnybrook Health Sciences Centre and North York General Hospital. That expertise, says Jim, will help improve the overall patient satisfaction.

“Compass has surveyed patients and they know what works and what doesn’t. In most cases, patient satisfaction increased by more than 15% after Compass came on board at these Ontario hospitals,” explains Jim. “We’ve visited other hospitals that use this system and patients we talked to were very pleased with the food. They said it was better than anything they’d ever had before in hospital.”

Compass also works with local and regional suppliers to provide seasonal products and menu choices. Locally grown produce currently represents about 21% of Compass’ total produce purchases. Right now, KGH uses very little local produce in either its patient food or cafeteria operations.

The hospital is working out contract details with Compass which must be approved by the Board of Directors in late November. If the contract is approved, patients will start seeing the new food options in about four months. Changes to the cafeteria menu and the creation of the specialty coffee shop will take a little longer.

Link to Frequently Asked Questions