Evaluating Patient Experience with Food in a Hospital-Wide Survey
Publication: Canadian Journal of Dietetic Practice and Research
6 June 2024
Abstract
Purpose: Patient dissatisfaction with hospital food is an important driver of poor food intake in hospitals. The objective of this study was to examine patient satisfaction with current menu offerings and explore patient preferences and values, in order to inform a patient-centred menu redesign.
Methods: Between July and September 2021, a cross-sectional survey was distributed to inpatients receiving a lunch tray at Vancouver General Hospital, a large tertiary care centre in Vancouver, Canada. The survey was based on the Acute Care Hospital Foodservice Patient Satisfaction Questionnaire, with additional questions on food experience, factors impacting preferences for hospital meals, interest in plant-rich diets, and demographics.
Results: The response rate was 5.5%, with 271 patients completing at least part of the survey. On a 5-point Likert scale, (5 – highest score; 1 – lowest score) satisfaction with food quality (mean = 3.09, p < 0.001) and the overall experience (mean = 3.54, p < 0.001) was lower than industry benchmark of 4, and qualitative feedback was generally negative. Open-ended responses indicated patients were interested in expanded cultural diversity in food provision, more fresh produce and better flavours, and were generally open to trying plant-rich foods.
Conclusions: A number of opportunities for improvement were identified in this survey, which will inform an upcoming menu redesign in this institution.
Résumé
Objectif. L’insatisfaction des patients à l’égard des aliments servis dans les hôpitaux contribue fortement aux apports alimentaires insuffisants dans ces établissements. L’objectif de cette étude était d’examiner la satisfaction des patients quant aux menus offerts et d’explorer leurs préférences et valeurs dans le but d’étayer une refonte des menus axée sur les patients.
Méthodes. Entre juillet et septembre 2021, une enquête transversale a été distribuée aux patients hospitalisés ayant reçu un plateau-repas au Vancouver General Hospital, un important centre de soins tertiaires de Vancouver, Canada. L’enquête était basée sur l’Acute Care Hospital Foodservice Patient Satisfaction Questionnaire [Questionnaire de satisfaction des patients hospitalisés en soins de courte durée quant aux services alimentaires], avec des questions supplémentaires sur l’expérience alimentaire, les facteurs influençant les préférences quant aux repas à l’hôpital, l’intérêt envers une alimentation riche en végétaux et les données démographiques.
Résultats. Le taux de réponse a été de 5,5 %, 271 patients ayant répondu à au moins une partie de l’enquête. Selon une échelle de Likert à 5 points (5 – score le plus élevé; 1 – score le moins élevé), la satisfaction à l’égard de la qualité des aliments (moyenne = 3,09, p < 0,001) et de l’expérience globale (moyenne = 3,54, p < 0,001) était inférieure au point de référence de l’industrie établi à 4, et les commentaires qualitatifs étaient généralement négatifs. Les réponses aux questions ouvertes indiquaient que les patients souhaitaient que la diversité culturelle dans l’offre alimentaire, la quantité de légumes et fruits frais servis ainsi que les saveurs soient bonifiées, et qu’ils étaient de façon générale ouverts à l’idée d’essayer des aliments riches en végétaux.
Conclusions. Cette enquête a permis de cibler des possibilités d’amélioration qui seront prises en compte dans la refonte planifiée des menus de l’établissement.
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Author contributions: AL and KP designed the study and survey under the supervision and guidance from AM and JZ. AL and KP carried out the literature review. AL, KP, and NG performed the data collection and analysis, under the guidance of JZ. AL was responsible for writing the manuscript, and all authors reviewed the manuscript. AM and JZ provided conceptual direction for the study. All authors have approved the final version of the article.
Sources of financial support: This research did not receive any specific grant from funding agencies in the public, commercial, or not-for-profit sectors.
Conflict of interest disclosures: The authors declare that they have no competing interests.
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Canadian Journal of Dietetic Practice and Research
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Editor: Naomi Cahill
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Version of record online: 6 June 2024
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AnnieLalandeMD, KeikoPattersonBSc, NehaGadhariPhD, Andrea J.MacneillMD MSc, FRCSC, and JiayingZhaoPhD. Evaluating Patient Experience with Food in a Hospital-Wide Survey. Canadian Journal of Dietetic Practice and Research.
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https://doi.org/10.3148/cjdpr-2023-027
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