Building the BID System with SodexoSodexo - Nora Blake, John Coveney, Tina DiMaggio, Jaclyn Doucet, Mike Hanley, Michele Morgan, Shana Sporman, Chris Weiss BID System – Bob Cherry, Nancy Hoffman, Cindy Page, Mark Tarlton

Aim/Goal

Lessons Learned

As the BID family grows, there are many challenges when merging histories, practices and people. Change can be very exciting while equally unsettling. Each site has something different to bring to the table. Therefore there are inherent feelings of allure and apprehension to “how everyone else is doing it. The varying volumes , patient populations and diversity of staff may make systemizing a challenge but from a patient view as well as an operational standpoint the standardized model is strategic and efficacious.

In many ways, Support Services provides a first impression via the lobbies and cafes. Patients, visitors and staff notice similarities that are easy to relate to and remember. When getting a cup of soup that tastes like a recognizable recipe, it gives a sense of comfort in ever-changing times. Our hope is to create a familiar welcome providing a table with a comfortable seat. By promoting continuity of care through Food Service via uniforms, menus, operational standards and comfort creatures, the opportunity arises in easing apprehensions as folks filter to new locations across the growing system.

Progress to Date

InterventionsThe Opportunity

Next Steps

1. Utilize Senior Management team to spread best practices and optimize synergistic value with Beth Israel Deaconess and Sodexo resources.

2. Improve quality of services throughout the BID-System with standardization.

3. Provide continuity of care through Food Services in cafeterias, communities and patient care.

• Shared resources of Sodexo managers at BIDN in 2012, BIDP 2013 & BIDM 2014

• Operational Food Service leaders from each facility met to discuss opportunities at each account

• Organized BID System Support Services Meeting with Leadership from BID & Sodexo to review baseline standards & reporting system based off of BIDMC AOP for Extraordinary Care, Committed Workforce, Financial Health & World Class Education & Research

• Created System Senior Management Support Calendar and quarterly update meetings

1) “One Size Fits All” approach does not work. Each facility has its’ own character and special attention is necessary to accommodate the community, colleague and customer needs.

2) Managers assisting at other accounts allowed for promotions and ease in transitions for new leadership positions, developing and retaining Sodexo management within the BID System.3) Pride of being part of a world-class institution is permeating and needs to be reinforced in trainings, promotions and daily rhetoric. 4) Certain generic strategic ideas apply to every healthcare organization but are operationalized in different ways. Using the AOP as the baseline & providing transparent group conversations has allowed leadership to establish benchmark criteria to best utilize the system & the Sodexo resources.

• Wellness Events / Action Stations• Patient Services:• Menu Items/Recipe Comparison• Clinical Nutrition Quarterly Meetings

• Cafeterias:• Caught With Your Mug Program • Sugar Sweetened Bev - Stoplight Campaign• Table Tents, Signage & Promotions

BIDMCNeedham

Plymouth

• Extraordinary Care: Coordinate Nutrition Policies, Diets/Menus, Malnutrition Training, Expand Outpatient & Discharge/Readmission Research

• Committed Workforce: Enhance effectiveness by developing our people, measuring performance, track management retention within BID System

• Financial Health: Communicate capital plans to better leverage asset/equipment purchasing

• Education/Research: Continue utilizing Sodexo and BIDMC resources (networks, people and best practice models)