1. 6/23/2016
Provided by RSA, Inc. 1
Building Strategies
for Support Services
June 2016
 Georgie Shockey & Carolyn Ruck,
Principals. Founded 1997
 Organized as a S‐Corporation
 Healthcare is about 75% of projects
and experiences
 Manage 70 + operational projects
each year
Our Team
 Executive Chefs
 Operational Consultants– Food & EVS
 Registered Dietitians
 Design Consultants
 Recruiter and Staff Trainers
 Marketing Consultant
 Analysts
Ruck‐Shockey Associates, Inc.
Who We Are
The professional team of RSA helps you develop and implement programs that will enhance,
expand, and dramatically improve your quality and bottom line results.

2. 6/23/2016
Provided by RSA, Inc. 2
Our Services
 Review and Assessment Studies
 Implementation Services and Tools
 Program Enhancement &
Redevelopment
 Labor Alignment
 Service Integration
 Leadership Development
 Recruiting and Interim Management
Ruck‐Shockey Associates, Inc.
From Feasibility to Opening
The professional team of RSA helps you develop and implement programs that will enhance,
expand, and dramatically improve your quality and bottom line results.
In/Out Patient Revenue $214,336 $731,155 $156,839
Other Income $0 $66,420
Café Revenue $2,431,654 $2,691,022 $96,260
Int Svc Revenue $0 $176,349 $0
Other Non-cash meals $0 $5,436 $0
Food & Catering $420,971 $505,484 $33,235
Additional Food/Catering $1,217 $70,965 $360
Sales Tax $0 $0 $0
Cash Over/Short $13 $0 $0
Total Café & Trans Sales $2,853,855 $3,449,256 $129,855
Misc Recharges $1,249,440 $241,541 $6,485
Salaries $3,443,102 $4,047,227 $72,500
Benefits $891,477 $1,028,665 $188,552
Total S & B $4,334,579 49.6% $5,075,892 49.7% $261,052
Supplies $941,403 10.8% $991,371 9.7% $95,205
Food Only $3,243,772 37.1% $3,857,183 37.7% $302,967
Purchase Service $21,355 0.2% $18,850 0.2% $817
Rent, Utility, Maint $180,825 2.1% $237,426 2.3% $17,775
Food & Nutrition
Services
• Consult, Plan, Develop, Deliver
• Feasibility & ROI Studies
• Menu Development
• Cost Containment
• Retail Performance
• Cash Controls
• Joint Commission, Regulatory
• Clinical Support
• Room Service Planning & Implementation
• Culinary, Production and Purchasing
Programs
• Functional or Space Programming
• Design Support Partnerships

3. 6/23/2016
Provided by RSA, Inc. 3
Environmental
Services
• Operations Customer Satisfaction
– Environmental Services
– Patient Transportation
– Linen & Laundry
• Business management and cost containment
• Labor baseline development using standard
cleaning times & frequency
• Productivity measurements
• Scheduling for aligned outcomes
• Task assignments
• Regulatory compliance
• New building start ups
• Vendor consolidation
• Product utilization & standardization
• Training on techniques
• Patient safety
• Technology
RSA’s Potential Role
Supporting
Operations
• Assess program effectiveness
• Develop systems, tools and
programs as needed
• Identify resources needed
• Provide interim support
• Assist in recruiting
• Develop training programs
• Assist in management staff
selection
• The Food & EVS programs are
dedicated to partnering with
all the staff and key
stakeholders to ensure the
building is maintained in a
welcoming environment,
patient, staff and guests are
provided good food and
services.
• Step 1: Assess where they are
today vs. desired goals

4. 6/23/2016
Provided by RSA, Inc. 4
Objective: Finding the ‘Right Partner’
What Healthcare Needs:
 Productivity and Reducing FTE’s
 Cost/Expense Reduction
 Variability of Services
 Highest Quality
 GPO Utilization
 Top Decile Performance –
Patient Satisfaction
 High Staff Satisfaction
 Innovation
What RSA Provides:
 Creative Solutions to FTE
Challenges
 Valuable Team Input
 Partner for Sustainable
Answers
 Reduce Cost and Maximize
Revenue
 Resources for Faster
Implementation
 Better Quality (Satisfaction
Results)
• In addition to cost economics, food and
environmental service operations, are
becoming a center of focus for HAI
prevention, reduced readmission by
treating outside nutrition and wellness as
well as providing resources that augment
patient and customer satisfaction along
with the nursing and other clinical team
leadership. RSA helps to align your
resources for maximum value.
Align Objectives
A facility’s footprint is mostly
community based & needs to locally
align its support services

5. 6/23/2016
Provided by RSA, Inc. 5
Innovation
Strength in all three areas characterizes innovative
organizations. The larger the areas of overlap the
greater the likelihood of innovative outcomes.
Education
EnvironmentApplication
Your Customers’
Perspective
 How would your CEO answer these questions?
 What has improved since the change in service?
 What would you like to see improved?
 Do you believe that your current management team is
providing service and quality?
 Do you believe that your cost/expenses are in line?
 What was the last innovative program, service, etc.
implemented?
 What were the outcomes?

6. 6/23/2016
Provided by RSA, Inc. 6
Satisfaction Goals &
Outcomes
No other department in healthcare reaches as many
people as foodservice or has as great an impact on
overall satisfaction.
Focus Satisfaction
Efforts & Resources
• Results driven solutions to enhance and improve
current food & environmental service operations and
HCAHPS Scores.
– People/Employee Training
– Patient Services
– Infection Control Processes
– Meal Delivery Systems
– Operational Workflow, Sanitation & Staffing
– Retail & Culinary Programs
– Space Allocation Planning
39

7. 6/23/2016
Provided by RSA, Inc. 7
Technology
ID Badge and Gift Card Programs
Advanced Point-of-Sale Systems
Handheld & Wireless Technology
Webfood® Online Ordering
Micro Markets
Enhanced Meal Service
Nutrition/Diet Office
Menu/Planning/Ordering/Inventory
Catering/Production/Billing
HACCP Temp Tracking
Point of Sale
Access Control
Video Surveillance
EVS Staffing
Chemical Dispensing
RFDI Equipment
Ruck‐Shockey Associates, Inc.
Georgie Shockey, Principal
Email: georgie@ruckshockey.com
Phone: 832.264.1103 or 281.3634.0335
Carolyn Ruck, Principal
Email: Carolyn@ruckshockey.com
Phone: 530.536.3255 or 510.543.4230
For more information please see:
www.ruckshockey.com
References—call or email our offices for the best matched to your facility.