Quality ratings of a hospital foodservice department by inpatients and postdischarge patients

OBJECTIVES: To examine quality of food and nutrition services using the ratings of inpatients and patients who had been discharged (postdischarge patients). DESIGN: Questionnaires were used to collect perceptions of inpatients and postdischarge patients on the quality of food and nutrition services. A 5-point scale allowed subjects to rate quality from very poor to very good. SUBJECTS: Questionnaires were completed by 252 inpatients and 437 postdischarge patients of a midwestern teaching hospital. STATISTICAL ANALYSIS: Analysis of variance was used to assess differences in quality ratings on the basis of demographic variables. Stepwise regression was used to determine variables that best predicted overall satisfaction. Paired t tests were conducted to compare matched inpatient and postdischarge ratings. RESULTS: Ratings of food and nutrition services indicated that patients were satisfied; few differences were found in ratings on the basis of patient demographics. Food quality was the best predictor of overall satisfaction for both inpatients and postdischarge patients. As patient expectations were increasingly met or exceeded, patient ratings of quality increased. The majority of patients in the matched sample gave the same ratings on the inpatient and postdischarge questionnaires. APPLICATIONS: Foodservice managers who desire to improve patient satisfaction should focus attention on meeting or exceeding patient expectations for food quality.