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Why a SuzyQ Foodservice Cart Is the Best Option for Senior Community Foodservice (and How You Can Pay for It)

The SuzyQ Cart System empowers senior care community residents in meal decisions, but there are more reasons than that to go with SuzyQ!

This unique system is designed to eliminate many of the challenges faced in residential care dining rooms, both from the operator perspective and from the client’s.  Meals can be served hot or cold, and space for all the texture modifications and condiments are delivered right to each resident's table, allowing her to "self-determine" what she wants to eat.

There are many ways to bring the meal to the table, though, so why use the SuzyQ Cart System (video)?

Designed with both operators and residents in mind, the SuzyQ's stainless steel construction is durable and reliable.  With a wide range of laminate finishes to choose from, it can easily fit within the décor scheme of just about any dining room.  It also comes with Registered Dietitian support which includes education resources, webinar classes, email and phone support to ensure success!

The SuzyQ also holds a variety of insert pan sizes, has a built-in plate compartment, and has pull-out storage drawers on full-size units to accommodate two full-size insert pans.  Basically, they hold the capacity to deliver a wide variety of choices to residents.  Plus, individual controls for hot wells deliver food hot to residents.

So how can you quickly pay for a SuzyQ Cart System? Start with some of the benefits:

REDUCE FOOD WASTE

When residents have control over what they want to eat -- and how much of it -- food waste plummets immediately.  Considering we waste roughly 40 percent of our food supply, every little bit counts -- and saves thousands of dollars.

ENGAGE LABOR

SuzyQ Carts bring meals right to the table allowing staff members to interact with residents.  This gives employees enjoyable, meaningful work resulting in increased retention levels.  And when operators don't have to constantly find, hire, and train new employees, they save money.

SAVE TIME

When all the back and forth trips are eliminated and staff members aren't running plates two at a time, enormous amounts of time are saved making labor usage more efficient and impactful.  And, yes, time is money.

CREATE HAPPIER RESIDENTS

The people who live within the community walls are the ones paying to be there.  People talk.  Potential residents read reviews.  So when residents are "wowed" by the foodservice component of their day-to-day lives -- and foodservice is a driving factor in overall review scores -- it becomes a marketing tool, courting future residents as well.

 

When you add all these things up -- actually, when you take the savings on food waste alone -- a SuzyQ Cart System can pay for itself very quickly, usually in a few short months.

We invite you to learn more.  Spend some time in a free, one-on-one webinar with the creator of the SuzyQ, Suzanne Quiring. Suzanne is a Registered Dietitian specializing in residential care communities, and she'd love to share her knowledge on how SuzyQ is working in hundreds of homes.

Suzanne Quiring, RD

To set up a free one-on-one webinar with Suzanne Quiring to explore how her SuzyQ Cart System can help improve your senior care community dining program, simply fill out the form to the right and she'll follow-up with you in person to schedule a time to get together.

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Solving Labor Challenges in Healthcare Foodservice with Pride

When staff members love what they do, residents and guests love what they do, too.

It seems kind of over-simplistic to say it like that, but nothing could be closer to the truth. When staff takes pride in their jobs, when they engage with residents in authentic and memorable ways, not only will residents be happier with the overall service level of the community, but staff members will be happier, as well.

Don't take our word for it, though. Here's what a few labor experts had to say:

According to Deloitte's Talent 2020 series, which surveyed 560 employees across several industries around the world, one of the top three engagement drivers for employment was the ability to do meaningful work.

The reality, though, is this statement is common sense. It's obvious that staff members who love what they do, who are the most engaged in the process and how to improve it, are the ones who are likely motivated by the fact their work matters. The question then becomes, how?

According to the MIT Sloan Management Review and a study led by Professor Catherine Bailey called "What Makes Work Meaningful -- or Meaningless," the answer is deeply personal and individual. What's the point of this job? It really depends on who you ask. There were some trends, though:

* Meaningful work tends to be associated with a wider contribution to society.

* Significant memories of family members when related to on-the-job experiences tended to result in feelings of worthfulness. Basically, there's a relationship between family and job satisfaction, between what's personal and what's work.

* Meaningful work is not planned. Rather, unexpected moments during the workday were often the most impactful.

How does this relate to healthcare foodservice and senior care communities?

The bottom line is meaningful work is personal, interpersonal, and unexpected. So how can we empower foodservice staff members to have those types of day-to-day experiences? By putting them in the right positions.

First, it's impossible to force our way into someone else's head. This makes personal, independent decisions about what's meaningful and what's impossible. The other two factors, though, are certainly doable.

How can senior care communities put staff in intimate situations that remind them of their own families? How can healthcare foodservice operators give team members the opportunities to have serendipitous experiences in their day-to-day tasks? By creating situations where staff members are around the residents.

In foodservice this means getting the team out of the four walls of the kitchen and into the dining room.  When staff members interact with their guests and a community can adopt a service approach to the dining experience, the work becomes more meaningful and more personal.  Have the staff interact directly with the residents, ask questions, and really actually talk to them!  This increases team engagement, staff retention, and resident satisfaction - it's a win-win-win!


Learn more and continue the conversation.

Take the dining experience quiz which only takes a few minutes to fill out.  Afterwards, you'll learn tips and tricks on where you can improve and you'll also have the opportunity to coordinate a call with Suzanne to discuss your results.


If you missed us at ANFP '19, check out the products that we displayed in our booth by clicking here!


Be sure to sign up for Suzanne's webinar, "Bringing Back CHOICE to Residents" where you'll learn how to:

  • Reduce high food waste by 30-50%
  • Serve significantly hotter food to residents
  • Eliminate multiple food preference lists to track and maintain
  • Improve customer service to residents
  • Improve overall meal satisfaction
  • Exceed CMS regulations and align with best practices (Pioneer Network, Eden Alternative)
  • Implement methods that are working in 800+ healthcare communities at all levels of care in North America

Date:  Wed., October 9th, 2019
Time:  10 AM PDT / 11 AM MDT / Noon CDT / 1 PM EDT


About Suzanne Quiring:
Suzanne Quiring, RD, CDM, CFPP has worked in residential care for over 25 years and has her Continuing Care Administrator designation. She has assisted over 800 healthcare centers and improved their meal programs with tableside service. She is the inventor of the “SuzyQ Cart System” by Lakeside. She has spoken at conferences throughout North America and is passionate about self-directed dining.

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Language and Culture Change: Are You Still Using the “F” Word at Work?

“The difference between the almost right word and the right word is really a large matter–’tis the difference between the lightning bug and the lightning.” - Mark Twain

To be honest, I didn’t realize how the power of my everyday words negatively impacted an institution where I worked. Now, on reflection, I’m actually embarrassed by my new-found knowledge, but I take heart from an Oprah quote: “When we know better, we do better.”

My challenge now to myself, and I hope my fellow colleagues working in Health Care Communities, is to constantly perform a language check-up.

Recently, there’s been a great deal of research done on how our choice of words impacts our work environment and directly influences our behavior. Other workplaces have had to change their language usage. For example, prisons are now Correctional Centers, stewardesses are now flight attendants, dietary is now culinary services. Likewise, our words in Residential Care need to be reflective of what we want to offer, which is a more normal and home-like atmosphere. Often traditional nursing homes represent a culture that needs changing, and changed language needs to be an integral part of it.

Nancy Fox wrote in her book, “The Journey of a Lifetime: Leadership Pathways to Culture Change in Long-Term Care,” that “our entire industry has developed a language that is demeaning and depersonalizing both of the Elders we serve and the hands-on staff who care for them. What we know is that language can and does influence us. Language is a powerful tool. When used in a positive way, it can inspire people. When used negatively, it can hurt. But when it becomes a part of a culture and is simply mindless, that is when we speak the words without understanding their impact, it is dangerous. When we awaken to the fact that this kind of language has seeped into our culture and is now actually driving our attitudes and beliefs, we can begin to change our language to shape a new culture." (p. 82)

“When we know better, we do better.” - Oprah Winfrey

There are also some excellent points made in the paper titled, “The Power of Language to Create Culture,” by Bowman, Ronch, and Madjaroff, (2016), which encourage us all to consider our choice of words.

Here's a quick summary of some of their topics that I found most helpful. To help us change our language, here are some practical suggestions:

•  Purchase laminated cards, the size of a business card from The Institute for Caregiver Education for staff team members. These cards say “Language is the key to the soul. Because of this, it is important to choose our words carefully. To help transform our “facility” into a true community, try using the following:

          1.  Use "Home" or "Community" instead of facility.
          2.  Address and refer to people by name, not diagnosis or job function.
          3.  Avoid excessive medical terminology when talking to residents or co-workers without a clinical background.
          4.  Don’t just bark orders. Try to explain the "why" of what you are asking for.
          5.  Think “Equalize Everyone."

•  Create a group of leaders to use examples of the new language – allow them to be the “teachers” who get it and can give feedback in a respectful way. Learning new beliefs and a new way of talking takes time. Be patient but clear.

•  The best way for a person to learn a new language is to speak it. Leaders need to encourage people to use the new language so it becomes automatic.

•  Instead of Director of Dietary, maybe change to Culinary Services Team Leader

•  Leaders and teachers need to keep reminding people that learning a new language requires three kinds of knowledge to take hold:

          1.  know it (facts/information)
          2.  know why (motivations and beliefs)
          3.  know how (the new words/concepts/language are spoken) to become dominant.

•  When you hear language that dishonors people in communities, be on the lookout for opportunities to reframe someone’s experience so that their beliefs and language can be changed. Reframing means to change the way we interpret or give meaning to an event, so when a person in a nursing home is called “resistant,” reframe it to “making a choice”

•  The best strategy of all: use it, use it and then use it some more. Changing language and culture take time and concerted effort so giving people a new vocabulary list is just one part of the job, but following through and accountability are critical. Empower the team to make it happen and that everyone is responsible for accountability. (Ronch, 2003)

healthcare language choice

Please do check in with yourself. Listen to the care partners at your workspace. Be an example. Make others accountable. Changing culture means changing our language. So, do you need to stop saying the “F word?”? Facility, that is.


Are you saying the right things in your community? Are you creating a home-like atmosphere? Take our quiz to find out where you can improve.


Be sure to sign up for Suzanne's webinar, "Bringing Back CHOICE to Residents" where you'll learn how to:

  • Reduce high food waste by 30-50%
  • Serve significantly hotter food to residents
  • Eliminate multiple food preference lists to track and maintain
  • Improve customer service to residents
  • Improve overall meal satisfaction
  • Exceed CMS regulations and align with best practices (Pioneer Network, Eden Alternative)
  • Implement methods that are working in 800+ healthcare communities at all levels of care in North America

Date:  Wed., October 9th, 2019
Time:  10 AM PDT / 11 AM MDT / Noon CDT / 1 PM EDT


About Suzanne Quiring:
Suzanne Quiring, RD, CDM, CFPP has worked in residential care for over 25 years and has her Continuing Care Administrator designation. She has assisted over 800 healthcare centers and improved their meal programs with tableside service. She is the inventor of the “SuzyQ Cart System” by Lakeside. She has spoken at conferences throughout North America and is passionate about self-directed dining.