The Results

Verified Solutions

Duke Raleigh Hospital used Illumia applications, Room Service Choice and Tray Monitor to streamline its processes and personalize its meal selections. As a result, it improved patient satisfaction.

According to Lisa Marker, assistant director of nutrition at Duke Raleigh Hospital, “Since implementing Room Service Choice and Tray Monitor, we’ve seen our Press Ganey scores increase from the low 20th percentile to the 87th percentile.”

Illumia customized its service options to support Duke Raleigh Hospital’s patient and operational needs. Duke Raleigh Hospital uses the on-demand Room Service Choice model to easily access patients’ dietary restrictions, goals, and nutrition information. It is also able to offer detailed restaurant-style menu descriptions.

“We can now provide education with every meal interaction,” said Marker. “Our front-line staff can lead that conversation at the bedside or at the call center. The verbiage and information are at the front-line’s fingertips so we can focus on the relationship with our patients, the conversation and interaction.”

Data-Driven Decisions

Prior to using Illumia technology, Duke Raleigh Hospital’s POD meal delivery system provided minimal data concerning on-time tray deliveries and the average number of orders taken per staff. Both of these components are needed to improve efficiency and patient experience.

Now, Duke Raleigh Hospital has access to a wide variety of data, from tray delivery and pick-up times to call center stats and more. Using the Tray Monitor application, staff can see the entire tray delivery process in real time. This creates an easily identifiable way to resolve delivery issues quickly.

Since implementation, Duke Raleigh Hospital has seen a 115% improvement in the average number of orders taken per day.

At the same time, Duke Raleigh Hospital identified an tools that allow untrained, hourly employees to safely and effectively take patient diet orders as efficiently as fully equipped front-line staff members.

Duke Raleigh Hospital now has greater visibility into its foodservice operation. The immediate access to data is driving continuous improvement throughout the hospital. The data also enabled Duke Raleigh Hospital to expand its offerings. After implementing the new system, Duke Raleigh Hospital began allowing guests to purchase meal vouchers in the café; the tray is delivered through room service. “Guest meal orders generate a monthly average revenue of $2,500,” said Marker.