Developing a quality management system in hospital food service to improve nutrition and patient satisfaction.

摘要

Food service quality has a significant impact on the overall satisfaction of patients with their hospital experience. The structure of hospital food service programs can influence the level of service that patients receive during their stay. Service interactions with patients are frequent, and patients' expectations and needs vary. When hospitals do not meet the expectations of their patients, patient satisfaction and loyalty can decline. Hospitals must care for patients in addition to satisfying patients with their service to stay in business.;This thesis reviews patient needs and wants, patient requirements and expectations in hospital food service, and different styles of hospital food service. This study also examines the Baldrige Health Care Criteria for Performance Excellence as a framework to improve patient satisfaction and nutrition. Suggested components for a quality management system are also presented as a framework for hospital food service.