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Morris Regional Public Health Partnership
A mini-collaborative with the NJ Collaborative for
Excellence in Public Health
Measuring Customer Satisfaction of
Risk 2 and 3 Food Service Managers
The Situation
• The goal for the Morris Regional Public Health Partnership is to improve the quality of regulatory inspections of Risk Type 2 and Risk Type 3 retail food establishments.
• A Risk Type 2 food establishment has a limited menu.
• A Risk Type 3 food establishment has a menu requiring the handling of raw ingredients and complex preparation that includes the cooking, cooling, and reheating of at least three or more potentially hazardous foods.
AIM STATEMENT
By March 2011, 30% of Risk Type 2 and Risk Type 3 retail food establishment operators located in the MLC3 region will rate their satisfaction with the regulatory retail food program by completing and returning a customer satisfaction survey.
Source:http://www.google.com/images?q=picture+of+person+taking+a+survey&um=1&ie=UTF8&source=univ&ei=9Ew4Taa9BpSugQeIq4CjCA&sa=X&oi=image_result_group&ct=title&resnum=1&ved=0CB8QsAQwAA&biw=1131&bih=572
Plan
• a fishbone diagram (next slide) to pinpoint barriers and supports for the process
• Develop aim statement• Create sub-committee of REHSs• Develop survey• Pilot survey• Administer survey• Evaluate
Fishbone Diagram
Do
• Survey developed• Organized survey into sections
– timing – performance– rules – enforcement
The purpose of the survey was to gauge the satisfaction of the retail food operators with the health department regulatory inspections.
Do
In May, 2010, the draft instrument was pilot-tested on a small group of Risk Type 2 and Risk Type 3 retail food establishment
owner/operators at Mount Olive Township’s food handler class.
Based on the comments and problems identified with the instrument, appropriate revisions were made to the instrument.
Do
The final survey, together with a cover letter and a self-addressed
stamped envelope, was mailed to a total of 570 Risk Type 2 and Risk Type
3 retail food establishments in:• East Hanover Township• Mount Olive Township• Pequannock Township • Randolph Township (color coded to differentiate Risk Type 2 & Risk Type 3 retail food establishments). The mailing also included establishments that contract with these municipalities and are located within Morris County.
Study
After the target survey response rate of 30% was reached, the survey data was entered into a computer-based survey instrument (Zoomerang) where each question was statistically analyzed.
Retail Food Establishments as Recorded on 12/31/2009
Total Risk 2/3 Number Number Number Who
Municipality Establishments Risk #2 Risk #3Responded
to Survey
East Hanover Township 88 31 57 -
Mount Olive Township 173 66 107 -
Pequannock Township 218 117 101 -
Randolph Township 91 28 63 -
Total 570 242 328 210
Percentage Responded 23.50% 22.73% 24.08% 36.80%
Morris Regional Public Health Partnership QI Project
10
Study
Key findings:
The most significant finding was that over 50% of the retail foodowners/operators were seeking additional food handler/safety classes to be offered for their employees
Retail Food Owner/Operator Satisfaction Survey: I would like the health department to offer a food safety class for my employees.
Study
Team members were also able to identify from survey results whether they were performing a quality inspection, and whether or not the restaurant owners were acquiring useful knowledge from the inspection process.
Study
Findings of the survey: • Restaurant owners
preferred inspections to be conducted at times when the establishment is not busy.
• Request for more food handlers classes.
Act
• Educate food establishments during inspections why they need to be inspected when busy.
• Pilot county-wide food handlers class handlers.
Act
In addition, the group will plan, develop and
implement an on-line course in targeted languages
for all food handlers interested in on-line training
Act
The survey will be implemented yearly
for ongoing customer satisfaction improvement.
Unanticipated Outcomes
• The involvement of REHSs from the four separate heath departments became advantageous, as all team members could provide useful information.
• By working collectively, the REHSsexperienced the added benefit of gainingknowledge from each other, both for this
effort and for other common work activities.
Next Steps
• The survey will be revised using a Likert scale and distributed to the remaining Morris County municipalities that have not yet participated
• Ongoing survey distribution to retail food establishments is likely, and additional surveys for other regulated entities is also being considered
Next Steps
• The REHS’s involved are considering implementing quarterly meetings for all REHS’s in Morris County since working with staff from the four health departments served to be a constructive addition to their profession.
Next Steps
A comprehensive effort to provide food handlers education will be developed. This will include:– An in-class food handler’s course will be
offered in English and Spanish to all interested food handlers
Next Steps
An on-line food handler’s class, consisting of a comprehensive ‘Food Safety Training Manual’, pre and post-test, and final printable certificate upon passing the post-test.
Next Steps
Distribution of the ‘Food Safety
Training Manual’ during both
regulatory inspections and
during pre-operationalinspections, so new foodestablishment
owners/operatorsto gain food safety
knowledge.
Team Members
• Kathy Nguyen, East Hanover Township Health Department
• Carl Reiners, Mount Olive Township Health Department
• Gail Gratzel, Pequannock Township Health Department
• Tim Zachok, Pequannock Township Health Department
• Stephanie Gorman, Pequannock Township Health
Department
• Fatima Hurst, Pequannock Township Health Department
• Steve Widuta, Randolph Township Health Department
Morris Regional Public Health Partnership (MRPHP) Members
• Carlo DiLizia, Health Officer, President, MRPHP• Mark Caputo, Health Officer ,Vice President, MRPHP• Peter Correale, Health Officer, Chairperson Program
Committee, MRPHP• Robert Schermer, Manager, MRPHP• Carlos Perez, Health Officer, Morris County Office of
Health Management• Frank Wilpert, Health Officer, Mount Olive
Township, Immunization Quality Improvement Project Leader
The Multi State Learning Collaborative
Lead States in Public Health Quality Improvement is managed by the National Network of Public Health Institutes with support form the Robert Wood Johnson Foundation.
Learn more about these activities at:http://morrispublichealth.org