To provide post-operative patients' meals within 30 minutes
Care Process & Redesign
IHH Quality Summit
Private Hospital
31 March 2025
To ensure all post-operative patients in Dayward (DW) receive their meals within 30 minutes of informing the Food, Nutrition. Patients now experience shorter meal wait times and reduced concerns, leading to higher satisfaction and a smoother recovery process.
Year Submitted: 2024
Published Date: 31 March 2025
Tags: Care Process ＆ Redesign, Access To Care, Waiting Time
About this Content
Aims
To ensure all post-operative patients in Dayward (DW) receive their meals within 30 minutes of informing the Food, Nutrition and Beverage (FNB) supervisor by March 2024.
Background
Between 1 January and 31 August 2023, 32% (n=248) of post-operative DW patients experienced delays in receiving their meals, with meals arriving more than 30 minutes after notification to the FNB supervisor.
These delays, despite no specific diet restrictions, pose a significant concern for patient care. Prolonged fasting after surgery can lead to complications such as hypoglycemia and delayed recovery. Timely nourishment is essential for healing, particularly for patients who are already weakened by surgery. The delay in meal service not only affects the physical well-being of patients but can also contribute to increased discomfort, anxiety, and dissatisfaction with their overall care experience.
Methods
The implementation of the change followed a phased approach, with the transition to pre-operative meal ordering rolled out over a 5-month period. To assess the impact, the team tracked the time the FNB staff was notified and compared it to the time the meal was served to the patient. A before-and-after comparison was conducted to evaluate the effectiveness of the new process. Additionally, feedback channels were established to enable staff to express concerns and offer suggestions for improvements. This feedback is carefully reviewed and incorporated into ongoing refinements of the process to ensure continuous improvement and address any emerging challenges.
Results
The results showed a 17% reduction in meal service delays, indicating a significant improvement in wait times. Additionally, there was a 15% increase in meals being served within the target 30-minute window, validating the success of the process modification. Patients also expressed appreciation for the enhanced meal service, noting that it contributed positively to their comfort and recovery experience, reinforcing the impact of the changes on overall patient satisfaction.
Conclusion
Patients now experience shorter meal wait times and reduced concerns, leading to higher satisfaction and a smoother recovery process. The improvements have also resulted in more efficient resource allocation, reduced staff workload, and enhanced staff morale, contributing to increased job satisfaction. Overall, the healthcare system benefits from this more patient-centric approach, with improved efficiency and adaptability to evolving patient needs. These changes ultimately promote sustainable growth and better patient care, ensuring long-term improvements in both patient outcomes and operational effectiveness.
Lessons Learnt
The project highlighted the significance of fostering an efficiency-driven, patient-centric culture within healthcare settings. By successfully integrating the practice of delivering post-operative meals within 30 minutes, both patient satisfaction and clinical outcomes improved. A key takeaway was the importance of effective communication between DW and FNB staff, which proved to be a critical factor in ensuring the timely delivery of meals and enhancing the overall patient experience.
Additional Information
Challenges such as occasional miscommunication regarding meal preparation and occasional missed items in patient orders have surfaced during the transition process. These issues highlight the need for ongoing vigilance and continuous refinement of the new system. Addressing these challenges promptly and proactively will be essential to maintaining the improvements achieved and ensuring the consistency and reliability of the meal service, further enhancing the patient experience.
Keywords
Timely, Meal, Service
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | Private Hospital |
Organization(s) Involved | Parkway East Hospital, IHH Singapore |
Platform(s) | IHH Quality Summit |
Healthcare Professional Group(s) | Allied Health, Ancillary Care, Nursing |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Penelope Allyson Reyes Panganiban |
Project Member(s) | Lee Ley Ai |
Connect with this contributor!
Penelope Allyson Reyes Panganiban - penelope.allysonreyes@parkwayeast.com.sg
Project Attachment
215_PEH, IHH_IHHSG _To provide_ post-operative_patients_meals_within_30min.pdf