Hospital tastes success as food complaints fall

HOSPITAL bosses have said food is improving after a series of reviews triggered by patient complaints.

Directors from the University Hospital of North Staffordshire (UHNS) yesterday told councillors that the system was still not perfect, but that improvements had been made.

The hospital serves 3,500 meals to inpatients every day, with extra food served to outpatients.

On Monday The Sentinel reported there were six official complaints made about 47,000 meals in December.

But there are no figures available relating to how many complaints were logged immediately after catering provider Sodexo started serving food in 2008.

Initially, the majority of meals were brought from South Wales and reheated.

But hospital bosses yesterday told Stoke-on-Trent City Council's health overview and scrutiny committee the service was improving.

And they added Sodexo had always said, the further into the seven-year contract it went, the more food would be sourced locally.

Andrea Green, trust foundation director, said: "We had some difficulties when we first mobilised the contract, and people who read The Sentinel will remember we featured quite often.

"We have since moved forward, but we know we still have work to do and that we do not get every meal right."

The majority of food is now sourced from within 30 miles of the hospital and is cooked on-site in refitted kitchens.

Ms Green, pictured, said: "Some people think it is bland and we think that is because our dieticians took the view that there should not be salt in the food.

"But a lot of people like salt, so they do get it to put on afterwards."

There has also been a review of the size of menus, for the sake of simplicity, while portions have also been examined.

And snacks can now be ordered for fridges for people who do not want to eat at set meal times.

Ms Green added: "We have not got it absolutely right, but we are making improvements and trying to take into account what people are telling us."

The hospital has linked up with groups, including Age Concern, to tap into informal feedback from people who do not necessarily want to go through official channels.

Councillor Ellie Walker asked who the Sodexo helpline is aimed at.

And she was told patients should initially refer problems to senior nurses, who would then call the line to make complaints known to Sodexo.

Hospital staff are still working at problems when meals are a combination of food produced on and off-site.

Councillor Bagh Ali queried when the system would go completely in-house and was told it is likely to be when the superhospital opens in 2012/13.

Ninety additional volunteers have been recruited to work alongside the existing 70 who offer support to nursing staff in feeding patients.

UHNS consultant, Councillor Zulfiqar Ali congratulated the hospital on its efforts, adding the food now catered for a wide range of patient requirements.