Morris Hills CenterBy:Yulgoo NyhanKristine SchweitzerRutu ShahNUFD 352: Group 6Montclair State University
Contents1. Purpose of study2. Company background review3. Literature review4. Methodology5. Results6. Key findings7. Future research suggestions8. References
Purpose Of Study To assess the organizational structure of the food servicedepartment To assess understanding of total quality management principles To assess human resources policies, systems of delivery, datacollection efforts and SWOT analysis To determine whether ornot the facility’s food servicedepartment has reachedGenesis Health Care’s missionof commitment to high qualityand customer satisfaction.
Hypotheses1. The food service director is familiar withGenesis Health Care’s mission ofimproving quality and satisfying customersas well as implementing these ideas intotheir practice.2. The residents are highlysatisfied with the foodservice department.
Genesis HealthCare One of the largest long-term care providers in the nation. More than 400 nursing home and assisted living centersacross 29 states in the United States. Nearly 1,500 rehabilitation programs in 45 states. Has both short stay and long term care servicesSpecializes in Alzheimers care,orthopedic rehabilitation, ventilatorcare, dialysis care and assisted livingservices in many of their centers.
Genesis HealthCare Genesis HealthCare opened in 2003 as a spin-offfrom Genesis Health Ventures Genesis Health Ventureswas established in 1985with nine centers and amanagement team thatbelieved nursing homesshould be proactive centersof health care, rather than centers focused solelyon custodial care for the elderly.
Morris Hills Center Morris Hills Center: 77 Madison Ave.,Morristown, NJ 07960 Morris Hills Center: operated by GenesisHealthCare Provides nursing, medicalrehabilitative care for outpatientsand residents. ≈ 240 residents and 260 beds
Literature Review Talib (2011): Ultimate aim of healthcare is customersatisfaction”. Customer satisfaction can help recovery- Otani (2009) : Patient satisfaction with food is an importantfactor to overall patient satisfaction Talib (2011): “Manager’s responsibility to ensure thatsatisfaction is converted into commitment in the long run” Canbe done through CQI Friesner (2009): If satisfaction scores are already high, still useCQI, there is no end goal Nwabueze (2011): It isimportant to be an effectivemanager for TQM to work
Methodology Criteria: A nursing home facility with a large parent company A food service director who would allow us access to his facility Materials Manager script that includes relative issues in long-term care Employee survey that gathers all aspects of satisfaction data Customer survey to determine customer’s overall satisfactionon a five-point Likert scale Methods Scheduled a formal manager interview Interviewed employees on two separate occasions forvariety Interviewed patients on three separate occasions duringmealtime
Manager InterviewResults The manager, Brett Ortiz, was interviewed onMarch 6, 2013 He oversees 41 employees He knows Genesis HealthCare’sMission Statement He offers a 3-week cycle menu that changes twicea year, daily “Chef’s Specials”, and threepermanent alternatives: hamburger, ham andcheese, and pasta primavera. Findings were orgnaized into a SWOT analysis
Manager InterviewResults Strengths Food Truly great tasting food Unique plate presentation Non-institutional Tray Tracker Software allows easy customization Improvement in patient satisfaction Decentralized dining model Weaknesses Staff Do not take initiative Are not responsible Are not compliant Are not motivated Must threaten there jobs to getthem to do as he wishes
Manager InterviewResults Opportunities Patients that eat in the dining room are more satisfied Immediate response Second helpings Unique plate presentation Dissuade negative feedback Threats Sanitation is not easy when you work inside an old kitchen Bad economy gives him a lower budget Some patients are just never satisfied
Employee InterviewResults The assistant manager was present for all interviews No employees knew the mission statement Most employees said they felt valued but could notelaborate The employees feel empowered to please guests Mostly satisfied with there job Felt as though the manager was personable andfelt as they could tell him things about theirpersonal and work problems and ideas Do not receive performance reviews Some have opportunity to advance others do not Assistant managers have larger role in the company
Customer Survey Results 10 question survey Customer survey results evaluated using the SERVQUAL servicequality framework Questions 1-9 were on different aspects of dietary department Satisfaction with food, service, dining environment, employee knowledge aboutneeds, employee helpfulness meeting these needs, choices of food offered, trayservice, ability to provide feedback and level of mealtime assistance Question 10 was overall satisfaction with entire department Each question was a 5-item Likert scale (1 highly dissatisfied – 5highly satisfied) with an additional section for written incomments
Customer Survey Most comments were made by those who rated beingsomewhat or highly dissatisfied Food: Low grade, not tasty, cold,undercooked. Some did say thatthe food was excellent and arrivedhot Service: Lazy, rude servers, lack knowledge andengagement, no ability to provide feedback, some saidthat servers were excellent and aimed to please
Overall Customer Satisfaction DataOf the 52 customers interviewed the mean score was 3.94 out of 5.
Key Findings Utilized the RATER model (reliability, assurance, tangibles,empathy, and responsiveness) to determine the gaps Manager/Customer – Food quality Manager believes the food tastes good andhas a good plate presentation Although majority of patients were highly orsomewhat satisfied with the food, some commented that thefood was “low grade” and “not tasty”. Also complained abouttemperature Manager needs to work on improving tray service, and makingmenu options for those on altered consistency diets moreappetizing
Key Findings Manager and Customer – Service quality Manager states that he provides face-to-face interactionwith patients, and that he is proud of the fact that heincreased customer satisfaction since 2011 (76% to 90%) Our findings were that satisfaction did not increase (73%).Patients stated that the staff was lazy, rude, notknowledgeable and they could not provide feedback. Manager can increase staff educationand training, also conduct in depthsatisfaction surveys periodically toknow what their successes anddeficiencies are
Key Findings Manager /Employees Neither Genesis HealthCare nor the manager measure employeesatisfaction Mr. Ortiz threatening employees jobs shows lack of leadership skills andmay backfire Uses dissatisfiers, such a small monetary gifts Does not use satisfiers like employee incentives or recognition Good Interpersonal skills does not make him an efficient leader Employees feel empowered to please guests is a satisfier Focusing on ratings instead of the future shows poor leadership skills The route to better ratings may be through employees happiness Employees do not know the mission statement means employees caninterpret the mission in there own way Employees that believe there is no opportunity for advancement maybelieve hard work goes unrewarded
Future Study SuggestionsEnsure that patient survey questionsmatch those asked to managerAsk more specific questionsIncrease sample size for accuracy