Customer Service Basics
This tone of voice helps patients feel respected and heard.
friendly and professional
This system is used to take patient meal orders and manage diets.
HealthTouch
In bedside ordering, what do you ask for first to identify the patient before pulling them up in the system?
“May I please have your name date of birth and room number?”
What is the standard greeting for an incoming Bedside/Patient Nutrition call?
“Thank you for calling Patient Nutrition, this is [your name], how may I help you?”
What is the goal of the standardized process for bedside ordering?
Be friendly and engaging while explaining, encouraging, and managing up our menu options that are flavorful, nutrient dense, and minimally processed.
What line do you use to confirm the patient’s diet in bedside ordering?
“[Preferred name], I see you are on a _____ diet.”
If the patient does not want the featured options, how do you transition to everyday items?
“We also have everyday items available such as [list items]. What would you like to order for [meal period] today?”
Entering the wrong diet could lead to this
patient harm
What is Customer Service Behavior #1?
Smile and greet everyone you meet.
This skill involves fully focusing on the patient without interrupting.
What is active listening
This screen shows what foods a patient is allowed to order
the menu or eligibility screen
After pulling the patient up in the system, what do you verify as the identifier?
Name and Date of birth.
What is the standard greeting for an incoming Room Service call?
“Thank you for calling Room Service, this is [your name], how may I help you?”
What is the bedside meal definition/limit per meal?
1 main/entrée, up to 4 sides/desserts, and 2 beverages.
If the patient questions their diet, what do you say you will do?
“I’m so sorry—I will contact your nurse to confirm.”
What is the beverage prompt you use during order taking?
“Great choice, [preferred name], now what can I get you to drink with your meal?”
This step helps prevent allergy errors
checking confirming allergies in the system?
What is Customer Service Behavior #2?
Speak in a friendly and respectful way.
When a patient is frustrated, this is the BEST first response
acknowledge and empathize
This is what you should do if the diet in HealthTouch doesn’t match what the patient says
verify with clinical staff before proceeding
What exact line do you use to verify the patient’s date of birth?
“Can you please provide me with your date of birth?”
If a patient calls to place their meal order, what supportive line should you use?
“I’d be happy to assist you.”
What are three approved ways to set delivery timing expectations?
“What time would you like this sent up?” / “Would you like your meal delivered in the next 45 minutes?” / “Your meal will arrive at ____.”
What do you say if the patient orders an item not allowed on their prescribed diet?
“Your physician has prescribed a [diet]. The [item] you ordered is not available on your prescribed diet (reason). Would you like to try [alternative] or [alternative]?”
What is the dessert prompt you use during order taking?
“And now my favorite part of the meal, the dessert! Have you tried our [dessert allowed on diet] yet?”
This is the safest action if something seems wrong in HealthTouch.
stop and verify before proceeding
What is Customer Service Behavior #3?
Be competent in your role—be able to tell customers about the services we offer and/or communicate how to get additional support.
Using the patient’s name during a call helps build this
rapport
Before you even knock, what 2 things must you do related to safety and infection prevention?
Review/comply with door signage & precautions and sanitize your hands.
What question do you ask to confirm what name the patient prefers to be called?
“I want to be sure I am respectful, what name would you prefer to be called?”
On an outgoing call back, how do you ask to speak with the patient?
“Good [morning/afternoon/evening], may I speak with [full name listed in the software program]?”
What do you say to confirm the tray delivery time after the order is placed?
“Your meal will be delivered around [time] (about 45 minutes / selected time / tray schedule).”
What do you say if the patient’s order exceeds dietary limits (example: sodium, fat, carbs)?
“Your order has gone over the amount of [limit] on your physician prescribed diet. Would you like to replace [item] with [item], or is there something else you would like to try?”
What do you say to confirm the order before ending the call?
“Let me read back your order to ensure I did not miss anything.”
If an allergy is listed, what must you do before suggesting substitutions?
What is avoid allergen ingredients and confirm the substitute is allowed in the system
What is Customer Service Behavior #4?
Learn your customers’ needs and find ways to serve them.
What should you do with the tray and ticket before entering the room to prevent delivery errors?
Review the tray against the ticket to ensure all items are correct and the tray is set up properly (nothing rolling around).
Before placing a patient on hold, what must you do?
Ask for permission.
What should you do to ensure your voice and tone sound positive and polite?
Smile when you speak.
What do you say if the patient tries to order more than what is allowed?
“Our dining program allows (1 entrée, up to 4 sides/desserts, and 2 beverages per meal). What changes would you like to make to your order?”
During bedside ordering, how do you present the featured options for the meal period?
“For [meal period] we’re featuring two options, [Option 1] or [Option 2], which would you like to enjoy today? I love [special of the day].”
What is the standard call closing line?
“It has been my pleasure taking your order. I hope you enjoy your meal. If there is anything else you need, just give us a call at X-XXXX. Have a great [day/night], [preferred name]. Thank you!”
Why is it important to confirm the meal period (breakfast/lunch/dinner) before finalizing an order?
to prevent sending the wrong items at the wrong time and reduce tray errors?
What is Customer Service Behavior #5?
Address concerns with what the customer thinks is important.
What exact phrase do you announce at the door to request permission to enter?
“Food & Nutrition, may I come in?”
What is Customer Service Behavior #6?
Answer the customer in a timely way and let them know what to expect.
In the “Greet” step, what 3 elements should your intro include once you enter?
Time-appropriate greeting + your name + department/purpose (delivering the tray).
What is Customer Service Behavior #7?
Inform the customer on next step, completion of service, OR ask if there is anything else we can do.
For patient safety, what are the two identifiers you confirm at bedside?
Last name and date of birth.
What is Customer Service Behavior #8?
Be positive in front of the customer.
What is the exact safety line used to request identifiers during tray delivery?
“For your safety, can you provide me with your last name and date of birth?”
When a problem happens, what is the name of the step-by-step approach we follow?
ALERT.
When confirming accuracy and allergies, what action do you take while reviewing the meal with the patient?
Lift the dome and review the ticket/meal with the patient for accuracy and allergies.
What do the letters in ALERT stand for?
Actively listen and pay attention; Let the customer know you are sorry; Empathize; Respond quickly; Tell your leader so it does not happen again.
What question ensures the tray is placed where the patient wants it?
“Where would you like your tray?”
Name two “5-Star Service” assist offers you should make at the bedside.
Help set up the tray/adjust tray table and open items (or similar assist offers).
What’s the key service expectation you give about what happens after the patient finishes eating?
A team member will collect the tray (per hospital process).