Return to flip book view

Gr8 Moments Message from Leader Success StoriesBest PracticesImprovementsEducation & TrainingSpotlightsDirector Interview Morrison Recipe IN THE MOODFOR FOODQUARTERLY UMMS FOOD & NUTRITIONNEWSLETTERREGIONAL ACCOUNT OF THE YEAR!INDEX1123456891JANUARY 2023Please join us in congratulating UM Upper Chesapeake Medical Center(UM UCMC) as they become the first UMMS account to win RegionalAccount of the Year! Congratulations to the team, associates andmanagement alike, on winning this prestigious award. It is a truetestament of their commitment to excellence as they care for the needsof their patients and guests. Furthermore, the award is not won withoutthe true partnership from the client, so special thanks to Evan Combs(VP, Operations) for his continued commitment to the UM UCMC team. Under the guidance of Patrick Ferrigno (Senior Director), UM UCMC hasblossomed with servant leadership as demonstrated by thecontributions of the management team: Anthony N. Arcodia (RetailManager), Donald Spence (Executive Chef), Stephanie Erbacher(Nutrition Systems Director), Wendy Stout (Patient Services Manager),Casey Lynch (System Patient Experience Manager), La’Vel Parker(Supervisor), John Jackson (Supervisor), Alfredo Jiménez (Supervisor),and Martin Norris (Supervisor). The innovation of the account isunparalleled, and we look forward to the pioneering that they will do inthe year to come!First, I would like to thank all ofMorrison team members andUMMS partners for your passionand commitment to serving ourpatients, guests, and each otherover the past year. I am confidentthis team will continue to goabove and beyond what isexpected of them in the newyear. As I read the first edition of“In The Mood for Food” I amhumbled to read about so manygreat accomplishments andstories by our teams members. Iam proud to work with the bestpeople in the business. As wejourney into the new year pleasefocus on taking care of ourselvesand each other. Our people arethe most precious resource wehave. I always like this MayaAngelou quote. “People willforget what you said. People willforget what you did. But peoplewill never forget how you madethem feel.” Take care, ScottMESSAGE FROMSCOTT ANTHONY, RVP

STORIESSuccess2JANUARY 2023Baltimore Washington Medical Center isfortunate to have Elyse Kontra since 2012as a Registered Dietitian and as ClinicalNutrition Manager for the last 2.5 years.She works tirelessly for our departmentand her patients, spearheading multipleprojects including the IDDSI rollout andthe long awaited 'cardiac liberalization'project. Elyse graduated from Universityof Delaware in 2011 and received herMasters of Science from NortheasternUniversity. In her free time, she's an avidrunner, currently training for her fifthmarathon, and enjoying living the marriedlife with her husband, TJ. REGIONAL CLINICALEXCELLENCE AWARDELYSE KONTRANATIONAL SYSTEM PATIENT EXPERIENCEMANAGER OF THE YEARHAILEY BAYLINHailey joined Morrison Healthcare in 2019 asPSM with Novant Health in Charlotte, N.C. Sheled her frontline team through Covid, but soonfound her calling for Patient Experience. Shereturned to her home state to join the PEteam with UMMS. Hailey has shown to be aninnovative and process-oriented leader whodoes not allow the challenges to sway thesteadfast improvements of the team. Many ofher practices have been shared with otherregions to incorporate in their accounts.Hailey received a Culinary Arts and BusinessStudies degree from Johnson & WalesUniversity and went on to study her passion ofPublic Health overseas at the University ofEdinburgh.MPHMS, RD, LDN, CNSCHailey Baylin celebrating with her PE team and Regional Director, Mavis Cortes. Elyse Kontra celebrating alongside Scott Anthony (RVP), Bjorn Verdujin (RDO), and PaulGoskowski (Director)

GEM STORESPRACTICESBestPRICE IS RIGHTThe 'Price Is Right' Roadshow is an in-servicedesigned to educate nurses, techs,environmental services, and any other staff whocomes into contact with a patient meal tray.FANS management teams visited eachdepartment to conduct the activity in the spirit ofthe game show. Participants would guess thecost of trayware items and were even awardedprizes. Sharing the cost of these items helpedsafe-keep our reusable trayware, save on costs,and continue providing our patients with hot andwell-presented meals.3JANUARY 2023TRAVELING TROPHYUMMS SYSTEMCollaboration and support from our nurses is thekey to providing the best experience for ourpatients. To thank our nurses for all of theircontributions, we reward a unit each quarter witha traveling trophy and celebration in their honor.The winning unit has the highest percent scoreincrease of the Press Ganey metrics, 'StaffWorked Together to Care for You' and 'Qualityof Food'. Who will be the next winner of theGolden Veggie Trophy?Upper Chesapeake celebrates their Family Birth Center with a"Great Gatsby" themed lunch!Shore Health Easton celebrates with their telemetry unit!Capital Region Largo celebrates their medsurg unit!The 'Price is Right' setup that was taken to all the nursing huddles. UPPER CHESAPEAKE

IMPROVEMENTSUM UCMC is amid extensive construction thatwill ultimately yield a new and expandedcafeteria and kitchen, as well as an additionalbed tower that will increase the bed count by72 beds. Partial completion of the cafeteriaconstruction is slated to be completed byEOM April 2023, while complete constructionof the cafeteria and kitchen is currently slatedto be completed by EOM October 2023. Thegrand opening of the bed tower is onschedule for the end of 2023.NEW MENUThe team at Baltimore Washington Medical Center rolled outa new and improved patient menu! The menu includesexciting new recipes like Breakfast Frittata, Shrimp Alfredoand Honey Mustard Chicken (recipe on page 8). As a best practice, the management team held a Retail'Power Plate' event to test the new recipes with our hospitalstaff. We received tons of great feedback in the form of 70returned power plates surveys! The nurses were excitedabout the new recipes and the opportunity to be a part of ourprogram enhancements.CONSTRUCTION4JANUARY 2023The Midtown Café opened on December 5th with fresh newofferings that included a new continental fruit & yogurt bar,expanded salad bar, pasta bakes, signature sandwiches, andenhanced grab & go options which includes locally sourcedmeal options and snacks. We introduced new entréeconcepts to provide more variety and enhance the guestexperience. You will find fantastic meal deals at each stationas well as monthly snack and beverage promotionsthroughout the café. Can’t wait to see you there! CAFE REFRESHMIDTOWNBALTIMORE WASHINGTONUPPER CHESAPEAKEChef Louis Poe serving up some delicious new recipes!Future plans for Upper Chesapeake's retail space. New continental fruit and yogurt bar at Midtown.

EDUCATIONBI-ANNUAL TRAINING5JANUARY 2023The Heartfelt Service workshop heldin September was a great successwith associates, supervisors anddirectors participating from accountsacross the system. The sessionstrained our team members on the“Heartbeat” of Morrison, theimportance of guest service, goingthe extra mile, and, most importantly, how to put these skills into practice.We are looking forward to having anadditional 4 sessions in February.HEARTFELT TRAININGMIDTOWNUMMS SYSTEM& trainingOur Patient Experience and Patient Servicesleaders collaborate to conduct trainings with ourfrontline staff across the system. Trainingscovered a range of topics tailored to eachaccount--from scripting, to diet education, firstimpressions, and quality of food drivers. Withcontinuous education of standards, bestpractices, and role playing, we empower ourteam members to own own 'the patientexperience'. Morrison and UMMS FANS team training at our Downtown campus. Price is Right training at University of Maryland Rehab and OrthoInstitute. Simulation scripting and engagement training at UMMC-MidtownSimulation scripting and engagement training at UMMC-Downtown

JUSTIN CALDWELLJustin has been at Harford Memorial Hospital forjust over a year and has quickly become UMMStop operational rounder! He grew up in Fallston,Maryland and has been in the food serviceindustry for 12 years. Outside of work, he enjoysplaying and watching sports (baseball, golf, andsoccer), finding new recipes to cook and bingewatching 'The Office' and 'King of Queens'reruns. He is passionate about caring for thepatients, his staff, and the nurses!6JANUARY 2023Chef Ron, a Baltimore native, has worked in foodservice for roughly 28 years and healthcare foodservice for 3 years. Chef says that his favorite part ofthe job is, "When I go to round on patients and theymarvel at seeing an actual Chef checking how theirmeals are going. Knowing that there are actual Chefspreparing their meals makes them very happy andrelaxed." Outside of work, he enjoys reading theBible, visiting museums, cooking and trying differentfoods! Fun Fact: He cooked for lots of celebritiesincluding but not limited to: Oprah, Ice Cube, DannyDevito, and Nicole Kidman!CHEF RONALD ROBINSONEXECUTIVE CHEF, DOWNTOWN/MIDTOWNPATIENT SERVICES MANAGER, HARFORDOPERATIONSSpotlightOliver, a D.C. native, has worked in food service forroughly 20 years--from catering, to higher education,and now healthcare. He is passionate about teambuilding and helping people grow to their potential.Because of this, one of his goals is to grow into aHuman Resources role as a recruiter/trainer. Oliverstates, "outside of work, my family is my motivationand my focus. I am spending time supporting,encouraging and motivating my 'Adults' (kids)". OLIVER HUNTERRETAIL MANAGER, CAPITAL REGION LARGO

Jul-Sep Oct-DecQuality Temperature Staff Worked Together75 50 25 0 22% 14%PARTNERPATIENT EXPERIENCE TEAMJANUARY 2023Senior Vice President and Chief Operating Officer, JasonCarter, has remained a consistent partner with Morrisonleadership at Baltimore Washington Medical Center! Hehas shown that he is passionate about creating a cultureof respect, hard work, and dedication to our patient'sexperience. Jason partnered with Paul Goskowski(Director of Food and Nutrition, Morrison), Casey Lynch(System Patient Experience Manager, Morrison), andAndrew Brumsfield (Director of Facilites, UMMS) tocreate the 'TAP' campaign. TAP focuses around thethree metrics: Temperature, Accuracy, and Presentation.JASON CARTERBALTIMORE WASHINGTONST. JOSEPH MEDICAL CENTERSpotlightThe Patient Experience team atSJMC have been true partners andadvocates of driving the mealexperience for our patients since theswitch to Morrison Healthcare in May2020. Championing the 'Language ofCaring' training, they collaborate withour department to train our frontlineteam how to communicate and showcare. They are passionate aboutinclusion and ensure all caregiversare empowered to make remarkableexperiences for our patients on theircare journey.PATIENT SATISFACTION SCORE IMPROVEMENTCAPITAL REGION LARGO 26%Top BoxCongratulations to Capital RegionLargo for producing the highestpercent increase of Press Ganeyscores from Q1 to Q2! With thefocus on process and standards, the team provides consistent andimpecable service to our patients 7days a week. We thank our nurses,unit staff, and hospital partners fortheir collaboration to improve themeal experience for our patients. Victoria Chahanovich Fallyn Rhawn Brenda Johnson7

DIRECTORUpper Chesapeake Medical Center & Harford Memorial Hospital SpotlightPatrick Ferrigno: I would say ...empathetic, coach, and equitable.PATRICK FERRIGNO8Casey Lynch: What are three wordsthat you would use to describeyourself? PF: I'm a big baseball fan, so theOrioles have not been to WorldSeries since I was able to rememberit. I was three when they went. I wouldlike to watch the 80 ... the last out ofthe 83 World SeriesCL: Finish this sentence: I amhappiest when...PF: Empower your people. If they'renot empowered, then, they're notworking for you. They're just, they'rejust there. CL: What advice do you have forfuture leaders?PF: I'm happiest when everyonearound me is successful. CL: If you could witness anyhistorical event, what would youwant to see?CL: Top three life highlights. Go.PF: Somehow convincing my wife tomarry me. I'll lump the birth of bothchildren into one because mydaughter thinks she's the favorite. . Idon't have a favorite. Number three,that's tough.PF: Honestly, making the decision to,in the middle of COVID, come into ahospital. I think has turned out to bean extremely good highlight for me,personally. So, what am I doing, right?I'm leaving safety to go into a hospitalin the middle of COVID. It turned outto be fantastic. PF: It would be hard to go against 'ThePrice is Right.' That was awesome.CL: What has been your favoriteproject at Morrison Healthcare? PF: Ooh, I have so many. This is hard,but I'm a big 'Wedding Crashers' fan."Shut your mouth when you're talkingto me!" I use that on my children a lot.CL: What's your favorite line from amovie? PF: Trust. That's the biggest thing. Youhave to trust. You have to. I can't clipyour wings. I have to teach you to fly.Right. I'm gonna watch you fly out ofthe nest. If you fall, I'm going to pickyou up and we'll do it again. But youhave to give them the ability to do iton their own.CL: And how do you go aboutempowering your people?PF: I am not picky when it comes tofood. If I had to pick a least favorite, Ireally just don't like pickles. PF: Pickles, I don't like pickles. I picklestuff, I pickle jalapenos all the time. I'llpickle, you know, red onions at hometo put on my salad or sandwiches, butI do not like cucumbers. Don't likethem. Dill especially. No dill. CL: What is your least favoritefood??PF: There's nothing certain, but deathand taxes. I grew up in a Baptistchurch. I believe that my certainly lieswith God. God. Death. Taxes.CL: What is one thing that you knowfor certain?Patrick Ferrigno and Casey Lynch at the'Account of the Year' celebration. Upper Chesapeake management team dressed as "The Price is Right" for Halloween!JANUARY 2023

Interview by: Casey LynchSystem Patient Experience Manager9CL: What is your proudest moment atMorrison Healthcare?PF: Account of the year! That's a teamaward. That's a total team award.Everybody contributed, everybody.CL: You're going to love this lastquestion. Which member of theWutang Clan do you most identifywith?PF: There's no right answer to thisquestion. I'm going to go with MethodMan, because I was a good kid. I wasan honor roll kid, but I got in my fairshare of trouble as a child. PF: You look at Method Man now, he'sa little more mainstream. We all findour way in life. I love Method Man.CL: Tell me about your managementteam.PF: I have a very diverse group ofmanagers and somehow it works. MyRetail Manager is a Patient ServicesManager. My Chef [Donald Spence]has been through fine dining and hasnow found himself in a hospital.Wendy [Stout, Patient ServicesManager] has been in her role but, Idon't think she saw herself in thisMorrison role the way she did.PF: I think I have three people whohave completely changed whatthey've started doing and areabsolutely killing it in a differentsetting. I think Anthony [Arcodia]never would've thought he'd be aRetail Manager. I guarantee that. No,never. He's doing fantastic. Chef comes from high end culinary and forhim to make that change and put hisspin on it here. Cool.PF: And then the supervisors. I mean,when you say support, but theyexemplify that. Like the pillars thathold this place up. They're awesome.JANUARY 2023RECIPESMorrisonHONEY MUSTARD CHICKENIn The Mood for Food, Volume 1Editors: Casey Lynch and Hailey BaylinContributors: Scott Anthony, Zainab Van Auken, Elyse Kontra, BethanyAndrus, Tara Barnes, Patrick Ferrigno, Tasherea Frazier and Anthony ArcodiaIngredients:Chicken4 sprays cooking spray1 teaspoon 17 sodium free seasoning4 skinless, boneless chicken breasts (4 oz each)Honey Mustard Sauce1/3 cup + 1/8 teaspoon pineapple juice1/2 ounce dijon mustard1/4 ounce whole grain mustard1/3 ounce honey1/8 teaspoon dried thyme1 tablespoon cornstarch1 tablespoon water Preheat the oven to 400 degrees and place 1 sheet of parchment paperon a full sheet tray. Spray the parchement paper with the cooking sprayto prevent sticking. Evenly spread the chicken on the parchment paperand drizzle the 17 seasoning over the chicken. Place the chicken in the oven for 20 minutes or until the chickenreaches 165 degrees internal temperature. While chicken is cooking, add pineapple juice, dijon mustard, wholegrain mustard, honey, and thyme to a saucepan and bring to a boil.Reduce to simmer. Mix cornstarch and cold water to make a slurry. Add slurry to simmeringsauce and remove from heat. Pour sauce over chicken and serve immediately.Directions:1.2.3.4.5.