Client Services in Dietetics

KALIE PEYTON APPALACHIAN STATE UNIVERSITY J U N E 8 TH, 2 0 1 2

Main Areas of Dietetics

Clinical
Community Food Service

Interdisciplinary Team
Registered Nurse Speech Language

Pathologist Dietetic Technicians Doctors

Lawyer Physical Therapist Psychologist Social Workers Pharmacist

MOST IMPORTANT MEMBER :

THE CLIENT

Nutrition Care Process

A SYSTEMATIC APPROACH TO PROVIDING HIGH QUALITY NUTRITIONAL CARE

Nutrition Care Process

Nutrition Assessment: Collection of food or

nutrition-related history and data

Diagnosis: Determining the specific problem Intervention: Steps to overcome diagnosis

Monitoring/Evaluation: Progress towards goal

Nutritional Assessment and Diagnosis

Establish and maintain positive client rapport

Ensure and practice confidentiality Listening skills Knowledgeable and responsible Ethics

Intervention and Monitoring/Evaluation

Prioritize
1st

needs of patient 2nd wants of patient

Effective communication and understanding Nutrition Counseling Nutrition Education

Nutrition Education

Consonance
Relevance Individualization

Facilitation
Reinforcement Feedback

Table 5.4 Patient Definition of Customer Service by Hospitals The Healthcare Customer Service Revolution
Under 35 Over 55

1. Friendliness 2. Shorter Wait Time 3. Professionalism 4. Compassion 5. Communication 6. Efficiency 7. Accuracy 8. Privacy

1. Shorter Wait Time 2. Compassion 3. Friendliness 4. Communication 5. Efficiency 6. Professionalism 7. Accuracy 8. Privacy

National Averages
1. Compassion (40.5%) 2. Communication (40.5%) 3. Shorter Wait Time (39.3%) 4. Friendliness (36.9%) 5. Professionalism (25.0%) 6. Efficency (15.5%) 7. Accuracy (7.1%) 8. Privacy (4.8%)

Dietitians Roles in Food Service

Manage other dietitians and food service workers
Enforce sanitary and safety regulations Create menus

Prepare budgets and oversee purchases of food,

equipment, and supplies

Customer Satisfaction in Food Service

Total Quality Management: management approach

aiming for long term success through customer satisfaction

Involves

every member of the workforce Constant improvement

Hierarchy of Customer Values

Basic - the minimum expectations

Expected - What is expected from preceding

knowledge
Desired - may not expect but appreciates if present Unexpected - wow factor

Baie Dankie!

References
"Nutrition Care Process." Eatright.org. Academy of Nutrition and

Dietetics, n.d. Web. 07 May 2012. <http://www.eatright.org/ healthProfessionals/content.aspx?id=7077>. Reisberg, Marni. "Customer Satisfaction in Health Care." American Speech-Language-Hearing Association 6 (1996): 12-15. Web. 7 May 2012. <http://www.asha.org/uploadedFiles/aud/Cust Sat11v6n2.pdf>. "Total Quality Management (TQM)." Total Quality Management (TQM). ASQ, n.d. Web. 07 May 2012. http://asq.org/learn-aboutquality/totalqualitymanagement/overview/overview.html. Zimmerman, David H., Peggy Zimmerman, and Charles Lund. The Healthcare Customer Service Revolution: The Growing Impact of Managed Care on Patient Satisfaction. Chicago: Irwin Professional, 1996. Print.