- Good to Best
Thank you for another Joint Commission inspection at JCMH EVS and FNS without a single write up! We couldn’t have done it without you! The 5 surveyors ordered room service for each of their lunches for four days and bragged about us in their exit conference in their intro.
Danielle Jensen, MS, RD, LD
Director Food and Nutrition/Environmental Services
I just wanted to share with you how positive our last 2 days were with Steve McKenna. Again, DM&A delivered quality. I had several staff members who had not experienced DM&A and they were nervous and worried. Steve came in as a fresh set of eyes and helped us all see that 1)we are doing a good job and 2) we can easily make it a great job. I felt rekindled as a director and I appreciate all that you and your staff do. Always a pleasure.
Lisa Kopecky MS, RD, LN
Director of Nutrition & Food Service
Steve and Chef Mark were with us last week and provided a world of insight on improving our room service operation. They were fun to work with and offered many simple fixes along with several more long term/capital changes. We’ve already implemented the Round Robin tray delivery method with significant improvement in our delivery times. We truly appreciate their time and effort and the sense of partnership we now have with them as we implement these changes. You’ve got two valuable employees in Steve and Mark!
Nicole Bullock, RD, LD
Patient Services Manager
“I will always be indebted to Don Miller & Associates for helping our department get on the road from Good to Best. With their guidance and Destination 10 process, our entire team culture has gone from not so happy to very happy. Sales are skyrocketing, customer satisfaction is soaring. In short we have been transformed. They are not just consultants, they are coaches and mentors.”
Suzanne Kellon, MS, RD, CDE – FSD
“I’ve been in the business 30 years. I wish I had the Good to Best playbook and success coaches 30 years ago. Everyone needs it. There’s nothing else like it. They are coaches not consultants. We really appreciate that. I’m sooooo glad I have them.”
Margaret Holmes, RD – FSD
“All our scores are up. To my surprise, I was just named the department head of the year. I wouldn’t want to be without my coaches and the Good to Best process ever again.”
Karen Panchari, MS, RD – FSD
“I’ve been in the business 35 years. I’ve never seen or heard of a process like Good to Best – D/10. I’ve been using it for 2 years now. Any FSD’s wanting to take their department from Good to Best should take a look at it ASAP. The process pays for itself.”
Diane Heilman, MPH, RD, LD – FSD
The University of Colorado Hospital Food & Nutrition department brought in Don Miller & Associates to work with us in implementing our Room Service Program. They met with our leadership group to assess our strengths and weaknesses, reviewed the kitchen set up and did some customer service training with the entire staff. Next they reviewed our room service menu and made some significant improvements both in the design and options we were offering.
On a return visit they worked with our call center, the dietitians and our culinary staff and made recommendations for improvements in scripting, dietitian coverage and worked to improve food production and presentation. They worked with the retail staff to spruce up the decorations in the cafeterias and offered suggestions for plate presentation. They assisted us in updating our policies and procedures and task analysis. They brought a high level of excitement that permeated our staff and they all looked forward to working with the consultants. We felt very fortunate to work with such a talented group of people and feel our entire department benefited from their knowledge, expertise and experience. In my experience in the hospitality business this was a very unique, enthusiastic and well organized group of people. Their expertise in assessing this facility was well beyond my expectation.
Mark Raymond – FSD
“The Good to Best – Destination 10 Quality Improvement process has greatly assisted the Huron Perth Healthcare Alliance, Nutrition & Food Services Departments. They have encouraged and fostered transformation in the department. Destination 10’s systematic, step-by-step process has inspired each of my team members to become the best that we can be, with the resources that we have. Customer service is now the focus and our culture is now more motivated to embrace it. Destination 10’s coaches have paved the way and inspired us to rethink how we deliver our part of the patient care experience. Our patient trays have never looked better. Our cafeteria food and serving area has been improved 100%. I cannot think of any downside to Destination 10. Every hospital food service that wants to be a winner should adopt the Good to Best – D/10 process as soon as possible.”
Jane Graul – FSD
“A true blessing! Customer satisfaction scores are way up. Cafe sales are up. Department morale is up. I can’t imagine being without the coaches and the Good to Best process. It is more effective than we had ever dreamed possible. And it pays for itself.”
Deanna Gunter, RD – FSD
“A one-of-a-kind process. I’ve been doing it for 5 years. Press Ganey 34 to 94, plus department transformation. I love having Executive Success Coaches to help myself and my team be the best. It’s the only way to go.”
Danielle Jensen, MS, RD, LD – FSD
“We wanted to go for Gold. We wanted the Perfect 10. So, we called DM&A. After implementing the Destination 10 Process, we increased our patient satisfaction to 98%, reduced operating costs by $120,000 the first year, and created a first class foodservice program. We went from Good to Best thanks to DM&A.”
Robert Darrah – FSD
“I can’t say thank you enough. We had an amazing week with you. My brain is still trying to process everything we covered and I know we barely scraped the edge of the iceberg. Thank you for sharing your knowledge and you have a wonderful technique for teaching that everyone was at ease and they enjoyed learning from you.”
Felicia Smith – FSD