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Transforming Meal Ordering at Halton Healthcare

By partnering with HealthHub’s Professional Services team, Halton Healthcare enhanced their patient bedside room service meal ordering app, leading to a 93% patient satisfaction rate with the use of the app, increased staff efficiency and improved operational workflows across three hospital sites.

THE SITUATION:

Halton Healthcare is a healthcare organization comprised of three community hospitals – Georgetown Hospital, Milton District Hospital and Oakville Trafalgar Memorial Hospital. Together these hospitals, along with their community locations, provide healthcare services to nearly 400,000 residents of Halton Hills, Milton and Oakville and the surrounding areas. Through this partnership, the Nutrition & Food Services team aimed to enhance the efficiency and effectiveness of their patient bedside meal ordering application.

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MEAL ORDERING  AT HALTON  HEALTHCARE:

While the meal ordering application, introduced on the myHealthHub platform in 2019, offered some benefits, there was still untapped potential. The meal ordering application is designed to offer patients autonomy during their hospital stay by allowing them to order their room service meals through an easy bedside tool and enabling a more automated process for the hospital. HealthHub’s Professional Services team identified an opportunity, optimizing the app’s usage to enhance patient autonomy and reduce the workload for the Diet Office staff who take meal orders from
patients at all sites.

HealthHub’s Professional services team identified three key factors that would drive improvements: awareness, patient and staff satisfaction and optimal workflows.

By enhancing these elements, Halton Healthcare could unlock significant time savings for the diet office, while allowing patients to order Room Service meals through the myHealthHub platform’s.

THE SOLUTION:

HealthHub Solutions’ Professional Services team is an outcome-focused group of solution experts committed to delivering tailored strategies and solutions based on unique client needs. This team partnered with Halton Healthcare to measure and optimize the value of the bedside meal ordering application across all three sites.

The initial phase was a thorough baseline assessment, involving:

  • Onsite observations of patient and staff interactions with the myHealthHub platforms and the Room Service meal ordering system.
  • Interviews with stakeholders such as diet clerks, nursing staff and allied health.
  • Surveys of staff and patients to gather quantitative feedback on satisfaction and usability.

KEY FINDINGS:

  • Software Usability: The software itself was found to be user-friendly but there were challenges with the overall meal ordering process.
  • Awareness & Placement: Awareness of the myHealthHub platform and the meal ordering application needed optimization for better usage. Patients weren’t aware of the ability to order meals through the application due to lack of advertising, placement of the app on the myHealthHub platform and staff communication.

To facilitate this review and implement the identified solutions, the Nutrition & Food Services team at Halton Healthcare participated through consistent communication of benefits/goals, data collection and analysis, direct feedback from users, and strong internal support. 

By partnering with HealthHub’s Professional Services team, they received the necessary support to meet these needs and increase engagement with the Room Service meal ordering application, aiming for significant time and cost savings, as well as enhanced experience for both patients and caregivers.

 

HealthHub’s Professional Services team worked closely with the Nutrition and Food Services leadership team to address gaps and achieve key goals through a structured optimization plan. The strategy focused on data-driven decision-making by collecting and analyzing real-time feedback and operational data to monitor app performance and usage patterns. Efforts to increase app awareness included prominent placement on the myHealthHub platform interface and direct communication with staff. Additionally, the team optimized workflows by raising staff awareness of existing gaps and challenges in app usage.

Throughout the process, the Professional Services team provided hands-on support, facilitating regular status updates and ensuring seamless cross-departmental communication and collaboration.

THE IMPACT:

Increased Application Awareness: With increased advertising of the Room Service meal ordering application (increased visibility on myHealthHub platform, patient handbook, etc.) there was more patient awareness of the application and their ability to order meals from the comfort of their bed.

Operational Efficiency: Streamlined operations and better data collection provided clearer insights into patient preferences and operational bottlenecks, further enhancing the efficiency of meal delivery services. Efficiencies were realized through less calls for room service meals to the diet office and more patients using the app to place orders.

Patient Satisfaction: 93% of patients who used the app expressed satisfaction with the ability to order their meals via the myHealthHub platform at their bedside.

Staff Perception: 83% of staff surveyed felt their patients benefited from having the bedside meal ordering application.

HealthHub’s engagement with Halton Healthcare not only optimized the meal ordering application but also demonstrated the value of a comprehensive, well-supported approach to healthcare technology optimization. The partnership underscored the importance of consistent communication, stakeholder involvement, and strategic implementation in realizing the full potential of healthcare innovations.

Want to learn more about meal ordering or how the myHealthHub platform can support you?

Contact HealthHub for an in-depth discussion on what we can do for your organization.

Refund Policy

Rental orders with HealthHub Patient Engagement Solutions are refundable within the following guidelines:

  • Days that have been paid for (paid days1 ), but cannot be used due to a service interruption3 caused by a qualified technical issue4 may be refunded at the daily rate.

  • A day is considered used 2 hours after rental start time. Rental start time is defined by the rental order.

  • Any free days2 of rental included in a multi-day rental package cannot be exchanged for money or transferred to another patient.

  • If a refund is processed before all paid days are used, any free days are forfeited.

  • Refunds are processed from the time they are requested, and will not be backdated.

  • Once a service interruption is reported, paid days will be either refunded or added to the rental period (the choice is up to the patient). Free days will be added to the rental period, and cannot be refunded or exchanged for money.

Definitions

1 Paid days = Days of service paid for with your chosen service package. All paid days must be used before the free days in a package begin. There is 1 paid day in the daily package, 5 paid days in the weekly package and 15 paid days in the monthly package. (Please note: some sites may have different rental packages).

2 Free days = Days of service that were gifted to you by HealthHub with your chosen service package. The weekly package includes 2 free days (5 paid days, 2 free days) the monthly includes 15 free days (15 paid days, 15 free days). (Please note: some sites may have different rental packages).

3 Service interruption = Service use disrupted due to a qualified technical issue, or due to being moved to a new room with a missing or damaged HealthHub terminal. (Please note: this policy applies to service delivery problems for which HealthHub is responsible; it does not apply to those for which the hospital is responsible).

4 Qualified technical issue = A technical problem that impacts service delivery or enjoyment of services on your device.
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