ECRMC now offering room service with a smile

The El Centro Regional Medical Center is the latest of many hospitals across the nation who are making the switch to room service.

We spoke to the hospital’s director of food service, Mark Walters, on how it all came it be. “It came about because the hospital’s interest is in improving the patient experience and improving patient satisfaction while they’re with us. This has been shown to, with the increase[ing] independence and freedom, for the patient allowing them to select their meals to improve their experience,” Waters said.

So far, the feedback has been met with positive reactions.

Walters said that for the patients, ordering room service is as easy as picking up the phone.

“They can either pick up the phone and give us a call in the kitchen. We’ve got attendants at the call center that are able to take their order. We also have room service attendants that are going around the floors delivering trays and they have iPads with them, so they’re able to take menu selections at the time as well.”

He also added that every meal ensures patients meet their diet restrictions that were prescribed by their doctors. “Any therapeutic diet orders entered by the physician are interfaced across. So we have those restrictions as well as allergies and food preferences available when we’re ordering their selections, so we can help guide the patient to order the correct items,” Walters said.

So far, studies show hotel-style room service, have increased patient food intakes as well as leading to faster recovery times. According to Walters, “Food is medicine and they are happy to bring nourishing, fresh and healthy selections to their patients.”