We work with a group of public partners to help guide improvements in our catering service. Our partners have all used our services either themselves or have had experience of our service through a friend or relative. Our 8 current partners have all visited the cook freeze production unit at Inverclyde Royal Hospital and now carry out regular audits of the meal service on our wards.
Each ward audit is unannounced with the public partner visiting a ward of their choice with the catering manager. Our partners use an observation tool to note down points about the meal service including food quality. They are able to recommend improvements if they see something which is not done to their standard. In addition, they ask patient opinions at every visit.
We have an annual timetable with our larger acute sites being audited by our public partners twice per year and our smaller sites at least once per year.
Here are some of the comments from our public partner audits:
“Bread and butter given with soup”
“Very impressed by service”
“Tried cottage pie and vegetables – was very nice”
“Quality of the food for service indicated it had all been regenerated on the appropriate oven shelf”.
“If I had not chosen the ward to visit I would have thought it had been stage managed as everything was so professionally done”
“This was normal service – very good”
After each audit there is a feedback session with the catering staff and the nurse in charge of the ward.
Patient feedback
You said/we did
Would like more fruit to be available
What we did: We have tried a lot of different ways of increasing fruit provision including fruit bowls in some wards.
Chips too hard
What we did: We checked the regeneration oven on the ward and cooking instructions have been reviewed
Allergy meal served in packaging and small portion
What we did: We have debated several times whether to do this or not but decided it is safer to serve in packaging.
Chips could have been warmer and a smaller portion size better
What we did: Ward service issues have been addressed with ward staff giving out the information leaflet regarding services available e.g. patients can ask for small or larger portions
Some of the comments we’ve received from patients and visitors
We want you to enjoy the food we provide and we’d welcome your feedback at any time during or after your stay.
I just take small meals
” I just take small meals but quite nice – something different every day, quite happy.”
Soup gets better every day
“Soup gets better every day. Pudding at teatime is super, thoroughly enjoyed the meal”
Always all right, nice and warm.
“Always all right, nice and warm. Good choice, not too repetitive. Like the soup – lovely, and some of the salads”
Big improvement
“Big improvement. Get what you ask for but sometimes can’t remember what was ordered yesterday”
Choice always good
“Choice always good. Is small portion wanted you get it and extras if want. Always enjoy the meals, enjoy the company”
Stewed apples lovely
“Stewed apples lovely, custard very powdery and not enough rice pudding. Great service to be served meals. Always offered seconds”
Very happy with meals
“Very happy with meals, been an in-patient two and half years”
Very happy with variety
“Very happy with variety, good service”
Very satisfied, been in a few weeks
“Very satisfied, been in a few weeks”
In most of our wards we ask you to order your meal in advance. Staff will ask you to pick a meal choice from the menu you’ll find at, or near, your bedside. You can also view the menus here:
The ward staff will let you know how to order your meals on your ward. All wards have the same food available.
Other information
Our patient menus
In addition to our core menu we provide a range of alternative menus to meet the needs of patients who may require a special diet for medical, cultural, religious or other reasons.
These include:
Gluten free
Food allergies
Low Fibre/Low residue
Low potassium/No added salt
Vegan
Kosher
Halal.
We cater for patients with food allergies and can provide alternatives to bread and milk and snacks such as gluten free bread, soya milk and yogurts.
We also have a range of International Dysphagia Diet Initiative (IDDSI) compliant texture modified diets for patients with chewing or swallowing problems.
Please make sure you tell your nurse if you need a special/alternative diet.
Meal options
On our main menu some of the meal options contain more energy (calories) and these choices are better if you have a small appetites or you need to gain weight. These choices are indicated by this symbol:
The “heart” symbol indicates healthier choices. These dishes have controlled amounts of fat and sugar and are suitable if you wish to eat healthily, have diabetes, are following a lower fat diet or are trying to lose weight:
We comply with Food Information for Consumers Regulation (EU) No 1169/2011 where we can provide you with information about the allergen content of our meals. If you need to know the allergen content of our meals please ask a member of the ward staff.
Drinks and fluid
It is important that you drink enough whilst you are in hospital. Fluids play an important role in keeping you well and helping you recover. Try and drink plenty. We recommend about 8-10 cups a day. Nursing staff will encourage you to drink throughout the day.
A jug of fresh water will be provided at your bedside. The jugs are cleaned and refreshed twice a day. If you run out of fresh water at any time please ask for it to be topped up.
Hot drinks including tea, coffee, hot chocolate and malted milk are available throughout the day as part of the beverage service. We also offer a choice of drinks, including milk, with all your meals.
Some patients will be on fluid restriction and require fluid intake to be managed as part of their clinical care. Nursing staff will advise you if this is the case.
When food becomes difficult
Menu options
Sometimes when you are in hospital, you might be off your food and find it difficult to eat and drink. If you are struggling to eat please talk to your nurse. We will help by ordering you a smaller portion of your meal or by helping you to select one of our lighter options such as omelettes, soups, salads and sandwiches.
On our menu some of the meal options are high in calories and these choices can be useful to choose if your appetite is poor. These choices are indicated by a star symbol:
Our ward staff can help you choose.
Snacks
There are snacks available on the ward too so please ask a member of ward staff if you would like something in between our meal service.
Nutritional screening
During your stay in hospital, nursing staff will carry out ‘nutritional screening’. This assessment will include finding out what you like to eat and drink, any dietary requirements as well as measuring your height and weight. This assessment sometimes referred to as malnutrition universal screening tool (MUST) allows nursing staff to assess if you at risk of undernutrition.
Difficulty swallowing
Some patients may have swallowing problems associated with certain illnesses or types of surgery. These can be temporary or longer term. If you have any difficulties the Speech and Language Therapist can assess you and recommend the most suitable types of food stuffs to help with your problem. These are called texture modified diets and special menus are available.
For patients who are receiving palliative care or end of life care, staff will regularly review their eating and drinking needs (this is sometimes called nutrition and hydration). Staff will explain and discuss the benefits and side effects of eating and drinking, with the patient, their relatives, carer or friend.
Michael Lewsley Catering Manager: 0141 211 4545 (24545)
Margaret Smith Depute Manager: 0141 211 4189 (24189)
Inverclyde Royal Hospital
Catering Supervisors: 01475 50 4192
Langhill Unit
Call: 01475 50 4192
Larkfield Unit
Call: 01475 50 4192
Leverndale Hospital
Manager: 0141 211 6409
Clerical: 0141 211 1391
Dining Room: 0141 211 6410
Orchard View
Call: 01475 50 4192
Queen Elizabeth University Hospital
Patient catering Professional lead: 07534 228 570
Facilities helpdesk: 0141 354 9650
Royal Alexandra Hospital
Catering Manager, Douglas Mullen: 0141 314 6108
Supervisors office: 0141 314 6918
Stobhill Ambulatory Care Hospital
Call: 0141 355 1690 or 0141 355 1691
Stobhill Maternity Hospital
Call: 0141 531 3220 or 0141 531 3221
Vale of Leven Hospital
Call: 01389 817 229
Victoria Ambulatory Care Hospital
Call: 0141 347 8712 or 0141 347 8711
We understand that many patients will want food and drinks in addition to the meals provided. It is important that visitors check with the Nursing staff if they can bring food into hospital for you.
Suitable food items
Pre-wrapped cakes, biscuits and teabread
Fresh (pre-washed) fruit or dried fruit
Pre-wrapped chocolates or sweets
Sealed packets of crisps and other similar savoury snacks
Drinks in a plastic container (no alcohol).
Unsuitable food items (High risk)
Glass bottles or canned products or any food in tinfoil or tinned containers
Takeaways e.g. hamburgers, pakora, pizzas or curries
Fresh items such as sandwiches.
If food is brought in, it is important that it is both suitable and safe. For food hygiene reasons we ask that your visitors follow the guidance below:
All food must be sealed labelled with your name and the date the food was brought in
Once opened and not used it must be thrown away
Do not bring home cooked food – Ward staff cannot reheat any food
Do not bring food that requires to go in a fridge or freezer
Visitors should only bring food in for you and not for others
Only a small amount of suitable food should be brought in.
Note: Some wards may have other items that are unsuitable due to the patient’s medical condition, e.g. swallowing difficulties. Therefore please check with staff about what is allowed.
NHS Greater Glasgow and Clyde does not accept any responsibility for any food that is prepared and purchased outside our facilities.
We have 2 large Cook Freeze Production Units (CFPU’s) where we prepare, cook and freeze the majority of your meals. Our own NHS catering staff work in these CFPU’s. The units are based at Inverclyde Royal Hospital in Greenock and the Royal Alexandra Hospital in Paisley.
Our chefs use fresh ingredients when preparing and cooking your meals.
Once cooked, the meals are blast frozen using specialised freezing equipment. This ensures they are frozen without destroying the nutritional content.
The frozen meals are then heated and plated in small kitchens beside the wards so you get a hot, well presented and tasty meal.
Nutrition
We cater for a wide range of ages. This includes children to the very oldest of our population, and for people who require special diets.
It is important that we meet the nutritional needs of everyone in our hospitals and all our meals are nutritionally analysed by a dietitian.
The NHS Scotland Food in Hospitals National Catering and Nutrition Specification sets out in detail what we need to provide for our patients. The specification gives guidance on how many calories, how much protein, fat and carbohydrate and the essential vitamins and minerals required. NHSGGC complies with this specification.
Our chef’s follow tried and tested recipes. This ensures our dishes are prepared and produced exactly the same way each and every time.
Traceability
We purchase our food and drinks as part of the NHS Scotland National Procurement Framework of approved catering suppliers. Each supplier must meet strict standards including nutritional guidelines and food safety. Every item purchased is fully traceable and protects our patients, staff and visitors.
Where possible we ask for local food producers and suppliers to be approved by National Procurement. Our fresh fish supplier is a Glasgow based company.
Tasting Roadshows
We test our recipes at tasting roadshows held around our hospitals sites. This gives members of the public, patients and staff a chance to try out our food. We have had excellent feedback from our roadshows.
To help people maintain contact with each other we offer Person Centred Virtual Visiting. This service helps patients to keep in touch with their relatives and friends using video calls. The technology is available on devices most people have, such as an Apple or Android mobile, laptop or computer.
All wards have iPads specially set up to enable ‘virtual visits’ (video call). This allows patients to see and talk to the people who matter to them using NHS Near Me / Attend Anywhere.
The NHSGGC Communication Support iPads have now been updated to include the recent changes to the telephone interpreting procedures.
The iPads are available across NHSGGC and contain a range of apps to help communicate with patients, including:
ILClient App – providing quick access to our telephone interpreting service. Go to the Interpreting Service web page for full instructions and access codes
Sign Video App –a BSL Online service available 24 hours a day, seven days a week. For use in an unplanned or emergency situation, during hospital stays, or to enable deaf patients to communicate with staff if waiting for a face to face interpreter to arrive. Go to the BSL Online web page to view a short instruction video
AVA App – providing a written caption of what you are saying in real time for the patient to read. For patients with a hearing loss who would normally lip-read and cannot because of the use of masks.
Click here to access a list of sites where you can access the Communication Support iPads.
Person Centred Virtual Visiting FAQs
How do I arrange a ‘virtual visit’ (video call)?
Please speak to ward staff to arrange a virtual visit.
A list of telephone numbers can be found for all wards and departments on the NHSGGC website.
Please provide the following details:
Your family member/friends full name
Your phone number or email address.
You will need to ensure you have a webcam and microphone on your device that you can use. Most devices already have this built in.
What happens if may family member/friend does not have a mobile phone or tablet?
All our inpatient wards have a least one iPad for patients to take part in ‘virtual visits’ (video call) to contact relatives and friends during their stay in hospital. If your family member/friend does not have a mobile phone or tablet of their own they are welcome to use a hospital iPad to see and talk to the people who matter to them.
What happens when my family member/friend needs help to make a ‘virtual visit’ (video call)?
If your family member/friend is unfamiliar with using iPads to set up calls or are unable to do this independently, staff will always try to facilitate these calls where possible. In addition, the iPads all have a range of communication tools or apps installed, specifically for those who are deaf, hard of hearing or who speak a language other than English.
Can I request a ‘virtual visit’ (video call) for a specific time of day?
Where possible ward staff will try to arrange a time to suit you as well as your family member/friend you want to contact. However, it may not always be possible to give an exact time or day when a video call or telephone call can be guaranteed. We are sorry for any distress this may cause and of course, staff will always try to facilitate these calls where possible, however we ask for your understanding.
Is it possible to record the call?
For the majority of situations in our wards it will not be appropriate for you to record the call. No-one is permitted to make unauthorised pictures, videos or audio recordings in healthcare settings that feature other service users, visitors or staff without their consent. If you are unsure, please speak to ward staff first for advice.
Can the hospital iPad or my own device be used to speak to a healthcare chaplain?
Healthcare chaplains are available to offer support and a listening service Monday to Thursday, 9.00am – 5.00pm and at weekends from Friday to Sunday, 9.00am – 10.00pm. If you wish to speak with someone confidentially, please ask a member of ward staff to contact switchboard and ask for the on-call chaplain.
What if I am looking for information or a progress update on the care of my family member or friend?
To obtain an update on the progress and plan of care for your family member/friend, you should contact the ward directly and ask to speak to the nurse or doctor looking after them.
Providing Feedback
If you wish to share your experience of virtual visiting, please share your story on Care Opinion.
Person Centred Virtual Visiting Additional Information
For patients
If you would like to make a ‘virtual visit’ (video call) to your family or friends, please ask to speak to the nurse in charge of the ward or the nurse looking after you to arrange this. The ward staff will also be happy to help you to use your own phone or tablet or the hospital iPad if necessary.
Infection Prevention and Control (IPC) Patient Information Leaflets (PILs) are now available for staff and patients to access via the ward iPads. These can be accessed by using the IPC icon on the home screen, which links directly to the PILs on the IPC Intranet page.
Some of the PILs are available in other languages, but if there is a specific language that would suit you please let a member of staff know.
For family members
This guide provides help and guidance if you are not used to using Near Me.
The following documents provide help and guidance to ensure you are familiar with supporting patients and their relatives and friends to receive ‘virtual visit’ (video calls) and how to do this safely and efficiently at all times.
We encourage and support people to stay connected to those who matter most in their lives while they are in hospital. Person Centred Visiting is in place across NHSGGC.
You can find further information and guidance on the following:
