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