Getting to know some of our colleagues in the Food and Nutrition department

Happy Friday!

In our continuous effort to acknowledge our Food and Nutrition colleagues for their dedication to patient safety and satisfaction at Lahey Hospital & Medical Center,  I have prepared a video introducing some of our colleagues to all readers in today's blog post. 

To all Food and Nutrition colleagues at Lahey, Thank you for all that you do! Thank you for making everyday a better day for all those we serve!

 Have a great weekend!

Congratulations to Sara O'Brien MS, RD-AP, LDN, CNSC, Advanced Practice Registered Dietitian, for being selected as "August Colleague of the Month" at Lahey Hospital & Medical Center.

Left to Right: Becky, Sara and Sara's mom. Chris

Congratulations to Sara O'Brien , MS, RD-AP, LDN, CNSC, Advanced Practice Registered Dietitian,  for being selected as "August Colleague of the Month" for Lahey Hospital & Medical Center. This is a huge honor as  Sara was chosen from hospital wide nominations. This is also the second time in eight months colleagues from the Food and Nutrition department were being selected as the winner. Maria Petkiewich, Jazzman worker,  won the award in May this year. http://sodexoatlahey.blogspot.com/2016/05/congratulations-to-maria-petkiewich-for.html

To be eligible for the award, the nominated colleagues have to demonstrate a consistent commitment to the organization's mission, vision, and values by demonstrating any or all of the following:

• Quality Customer Service
• Excellent Patient Care
• Outstanding Teamwork and Communication
• Mutual Respect 
• Positive Attitude
• Strong Work Ethic
• Contributions to Cost Savings or Increased Revenue
• Trust and Integrity

We held a celebration in the department to celebrate Sara's award. Elaine Lyons, RD,  arranged for Sara's Mom, Chris to attend the surprise celebration.  Linda Clay, RD, Director of Food and Nutrition and Rebecca Bradley, MS,RD,LDN,CDE, Clinical Nutrition Manager/ Renal Nutrition Specialist  presented the award and a bouquet of flowers to Sara.

This is why Sara's manager, Rebecca Bradley, submitted the nomination:

“Sara was nominated as Colleague of the Month because of her extraordinary contributions to Lahey and her professional commitment.  She has raised thousands of dollars by orchestrating bake sales to benefit the Cancer Walk and, as a cancer survivor, by forming Team NED which has participated in the cancer walk for the past several years.  She has been very involved in the Clinical Nutrition’s quality improvement initiative to identify and treat malnutrition in the hospitalized patient.  She works with the Epic team to develop documentation tools that allow the diagnosis of malnutrition to be added to the patient’s problem list.  This is a multidisciplinary effort with the coding teams, nurse, and physicians.  Her dietitian colleagues are important supports in this effort with educational programs to develop tools and skills used in the identification of malnutrition.  She is one of twenty-two RDs across the United States to pass a rigorous exam to become an Advanced Practice Registered Dietitian.  She has been invited to evaluate and revise exam questions at meetings with the Commission on Dietetic Registration in Chicago.  She is the first to recognize that all this is possible because of the supportive relationship she has with her Clinical Nutrition colleagues and the Sodexo management team.”

Thank you Sara!  Thank you for making everyday a better day for all those we served

Get to know our most important asset- Our People

In the Sodexo Food and Nutrition department at Lahey Hospital & Medical Center, we value our colleagues who put patients at the heart of everything we do on a daily basis.

You might have met some of us who work in the front of the house, but there are a lot of our co-workers who work diligently in the back of the house that contribute to patient satisfaction. Linda Clay, our Food and Nutrition Director, always reminds us of the importance of everyone's job. There is no person's job that is more important than the others'. We all contribute to the patient's comfort, confidence and satisfaction.

In today's blog post, I am introducing you to some of our co-workers.  I hope this will inspire you to get to know your co-workers just as we do here in our department. 

Stop and thank them for their tireless dedication. 

Have a great weekend!

Fusion Plate Challenge by Jeffrey Collins, Sous Chef, on Wednesday, August 24,2016

Jeffrey Collins, Sous Chef, will be presenting Armenian and Cuban Cuisines as part of Executive Chef, David Cox's Fusion Plate Challenge. 

Chef Jeffrey Collins will present the following menu at the World Cuisine Station during lunch on Wednesday, August 24,2016:

Pork Kebab

Cuban Rice Stuffed Grape Leaves

Lavash Empanada

Roasted Eggplant Salad

Hope you can join us on August 24. See you then!

To learn more about past fusion plate challenge, please refer to the below signage:

Menu from Chef David Cox's Fusion Plate Challenge

Menu from Chef Justin Melanson's Fusion Plate Challenge

Customer Service- Back to the basic

There are a lot of debates on great customer service.  Everywhere you turn someone or some company has big signs on what great customer service is. There are lots of publications as well; some have lengthy manuals for their service commitments, some use big fancy words that no one seems to pay attention to, and some put gigantic posters up to advertise their service commitment (Imagine how much money they spend on printing and marketing!). Some of these are very successful but others are not. To a consumer, it's not what you say that's important. It's what is delivered during each encounter and how it contributes to their experience that matters- "The moment of truth" as we call it in Sodexo, we are being evaluated during each and every interaction.

At the Sodexo account at Lahey Hospital & Medical Center, we manage the Environmental Services department and Food and Nutrition department. All our colleagues are trained in Sodexo Customer Service training, Focus on Service Spirit and CARES training (Compassion, Accountability, Respect, Enthusiasm and Service). We remind our colleagues each and everyday the purpose on why we are here-We help the patients feels better. We help save lives! 

I also have the fortunate opportunity to be a part of the Patient Ambassador program for the department. I visit patients each day to ensure they are satisfied with the services provided. If there is an opportunity to fix a problem, we correct the issue while the patient is here not when they were gone. It's not easy to be in a hospital.  It's not home! When I visit a patient, not only do I focus on their satisfaction in the services provided,  I also listen to them. BE THERE for them . I build a connection and bring comfort to them . You will be surprised how often I hear patients tell me they didn't want to bother us.  Comments such as "You have better things to do", "You are all busy" and "I don't want to bother anyone" are often heard. I've also met patients who couldn't read as they didn't bring their reading glasses when they were admitted and needed assistance to order food or to dial out from their cellular phone. Every interaction is unique. There is no "one size fits" all when it comes to Customer Service.

In my opinion, customer service shouldn't be complicated with big fluffy words, it should all go back to the basics. Here are a few basic skills I believe will help build the connection with a customer:

1) Pay attention- When you see someone in need of assistance, stop and ask if they need help. Even if you are running late for your appointment, you could always spare 2 mins of your time to get someone else who could assist the person. If you can't spare that 2 mins, what good does it make for you to sit in a meeting discussing how you could help your company generate more business when you didn't take care of your most important end result- your customer. Also, don't keep looking at your blackberry. You will miss out on all the opportunities to service your customer around you.

2) Listen to what they need. Not what you think they need. - They understand you are an expert in your field but if you didn't show interest and pay attention to what they need. You lost them in the first 2 mins! Remember...consumers have choices and you are not them.

3) Be Humble -  Do not be the "know it all". It's difficult to be humble in a society that encourages competition and individuality, but humility makes you better. It helps bridge the gap between you and your customer. It turns a stranger into a friend.  

4) Have Good Manners - Remember when we were kids and our parents taught us our manners?Or greet someone when you see them, thank the person when they assist you, help someone if they needed help, or be a good human being?

5) Enjoy what you do!- Remember the saying- Enjoy what you do and you will never work a day? If you and every single person in your company enjoys what they do, your company will be golden!

Have a nice weekend! May all of us continue to make "Everyday a better day for all those we serve". Remember...You reap more than you sow!

Let's hear from Mike who used to work at Jazzman cafe & bakery on the difference between good and great customer service

Pictures of our colleagues who put" Patients at the heart of everything we do each day".  

Patient Services Team

Picture of the Production, Retail and Sanitation team

Environmental Services Team

Food and Nutrition and Environmental Services Team group picture

2016 Lahey Health 5K Cancer Walk & Run- Sodexo is proud to be one of the sponsor of this great event!

The 2016 Lahey Health 5K Cancer Walk & Run was held this past Saturday, 6/25 at the Burlington High School. There were an estimated 1400 people who participated at this year event.

The event was so meaningful. Not only is this the biggest fundraising event of the year for Lahey Health, it also brings survivors, family and friends together. It brings hope that one day we will find a cure for Cancer.

The Food and Nutrition and Environmental Services team is honored to be participating in the event. We participated by organizing bake sales to raise funds for the event and sponsored snacks with a value of $5,000.  Sodexo is honored to be a proud sponsor since 2004.

Thank you Lahey Health for the opportunity and "great job" to everyone who participated in the great cause!

Members of the Environmental Services " Clean Sweep Team"

John Rota, Director of Environmental Services representing team "Clean Sweep" at the event.

Sara O'Brien, , MS, RD-AP, LDN, CNSC

Advanced Practice Registered Dietitian running at the race 

Sara O'Brien and Olivia Gross, our RDs representing "Team NED" during the bake sale.

Celebrating Diversity during Sodexo Employee Appreciation Day held on Wednesday, June 15, 2016

The Sodexo team at Lahey Hospital & Medical Center held the Sodexo Employee Appreciation Day with "Celebrating Diversity" as the theme yesterday.  This is the fifth year we held the event. Nine countries were represented at the event by the following colleagues: 

1) China- Lei Li 
2) Dominican Republic- Michella Isaac 
3) El Salvador- Maria Petkiewich and Aracely Saenz
4) Guatemala- Sara Vasquez
5) Haiti- Marie Joujoute and Nicole Danier
6) Peru- Maria Villafuerte and Juan Breton 
7) Puerto Rico- Michella Isaac
8) Taiwan- Tina Lee
9) United States- Darrin Cassidy

Colleagues from the above countries dressed in traditional clothing, prepared arts and crafts and food and beverage samplers for the event. The event was very well received.  

As we have readers from all around the world (Our blogs have received almost 250,000 views! Thanks readers! ) , we would like to invite all readers to join us in celebrating our colleague's diversity "virtually". I am including pictures of the event in this article.

Hope you enjoy it as much as we do! 

"Diversity is the one true thing we have in common. Celebrate it everyday" - Unknown

United States- Represented by Darrin Cassidy

Darrin presenting National Park and hiking information at the event

China and Taiwan- Represented by Lei Li (China) and Tina Lee (Taiwan)

Left to Right: Lei Li, Tina Lee, Nicole and Joujoute

Arts and Crafts display

Beverage Sampler- Grass Jelly Drink

Dominican Republic- Represented by Cari Valdez 

Cari explaining Dominican Food and beverage sampler to a patron

Left to Right: Cari, Michella, Maria, Rick and Juan Breton

Food and Beverage sampler- The table served Queso Geo Geo (Dominican Cheese) and Dominican Pork Salami

Puerto Rico - Represented by Michella Isaac

                                                                             Michella

Food Sampler at Puerto Rico table- Biscocho Mojado de Almendra (Butter cake with Almond Flavor), Flan Tres Leches (Flan) and Sandwichitos de Mezcla Boricua (Ham Sandwich)

El Salvador - Represented by Maria Petkiewich and Aracely Saenz

Left to right: Aracely and Maria

Maria

Food Sampler- Fried Yuka with marinated onions

Guatemala - Represented by Sara Vasquez

Left to Right: Ilda and Sara

Food Sampler at Guatemala Table- Tacos and Granisada (Guatemala Shaved Ice)

Haiti - Represented by Marie Joujoute and Nicole Danier

Left to right: Nicole, Joujoute, Winter and Anite

 Arts and Crafts Display. Food Sampler- Kola Lakay (Haitian soft drink) and Haitian Chicken Wings

Left to Right: Joujoute, Nicole and Marie


Peru - Represented by Maria Villafuerte and Juan Breton 

Left to right: Michella, Maria and Juan 

Food Sampler- Causa Rellena Con Pollo (Yellow Potatoes with Chicken Salad) and Inka Cola (Peruvian soft drink)

Group Pictures

Lahey Chefs Fusion Plate challenge at the Cafeteria at Lahey Hospital & Medical Center today

Our Executive Chef, David Cox, presented the first Lahey Chefs fusion plate challenge during lunch at the World Cuisine station.

The Menu consists of:

Chicken Satay Enchiladas

Lemongrass tomatilla rice

Blackbeans with coconut curry

Sweet chili corn fritter

The event was very well received. 

Thank you Chef Dave for introducing diversity through food at the cafeteria.

Here are pictures from today's event:

Left to Right: Maria, Chef Dave and Rich

Chef Dave 

Join us in Celebrating our Colleague's Diversity during Sodexo Employee Appreciation Day on Wednesday, June 15

Come join us in celebrating the Sodexo Employee Appreciation Day at Lahey Hospital & Medical Center on Wednesday, June 15 from 130pm-330pm at the back of the cafeteria. Our theme of the event is "Celebrating Diversity at Work"

Colleagues from the Food and Nutrition and Environmental Services department represents 37 countries and speaks 27 languages. 

Ten countries will be represented by our colleagues at this year event:

1) China- Lei Li

2) Dominican Republic- Cari Valdez

3) El Salvador- Maria Petkiewich

4)Guatemala- Sara Vasquez

5) Haiti- Marie Joujoute and Nicole Danier

6) Morocco- Kenza Laoufir

7) Peru- Maria Villafuerte and Juan Breton

8) Puerto Rico-  Michella Isaac

9) Taiwan- Tina Lee

10) United States- Darrin Cassidy

 The event is open to colleagues, patients and visitors at the hospital.

Here is our promotional video for our event. Hope to see you there!

To see more pictures and videos from past year events, please click on the following link:
http://sodexoatlahey.blogspot.com/2016/05/save-date-june-142016-sodexo-employee.html

Save The Date- June 15,2016- Sodexo Employee Appreciation Day celebration at Lahey Hospital & Medical Center

This year, we will be celebrating our colleague's diversity during the Sodexo Employee Appreciation Day celebration at Lahey Hospital & Medical Center. The event will be held on Wednesday, June 15,2016 from 130pm-330pm in the cafeteria. This is the fourth year we will hold the event. 

Colleague's from the Food and Nutrition and Environmental Services department at the hospital represents 37 countries and speaks 27 languages.  

List of countries represented in the Food and Nutrition and Environmental Services department

1) Albania  2) Algeria  3)Brazil  4)Cambodia 5) Cape Verde  6)Canada   7)China                8) Colombia   9) Dominican Republic  10) El Salvador 11) England  12) Germany 13)Greece 14)Guatemala  15) Haiti  16)India 17) Ireland 18)Italy 19) Iraq  20 )Jamaica     21) Japan  22)Laos  23)Lithuania 24) Malaysia  25)Morocco  26) Nepal 27) Pakistan       28)  Peru  29) Philippines 30) Portugal  31) Puerto Rico  32)Poland 33) Russia 34)Sweden 35)Taiwan 36) United States 37) Vietnam  

 27 Languages Spoken  by colleagues in the Food and Nutrition and Environmental Services Department

1) Arabic   2) English  3) Albanian  4)American Sign Language  5) Berber Language                6) Cantonese   7) Creole  8) French   9) Greek 10)Gujarati  11) Hebrew  12) Hindi                 13) Italian 14) Japanese  15) Khmer  16)Laotian 17) Malay   18) Tagalog                                  19) mandarin 20) Moroccan  21) Newari  22) Nepalese  23) Portuguese                                        24) Polish 25) Spanish  26) Tibetan  27) Vietnamese

Below are videos and pictures from past events:

                                   Performing Portuguese Folklore Song

                                         Group Picture

                                      Albania Table

Chinese Calligraphy at the Taiwan and China table

Haiti, Puerto Rico and Dominican Republic table

Group picture

Group picture at Morocco table

Guatemala Table

Poland Table

Stay tuned for more information about the event!