Q1 of 43
Do you have an identified Service Level Agreement (SLA) for the Relationship?
Q2 of 43
Do you regularly perform audits on the catering service jointly between the catering service and service user?
Q3 of 43
Is there a defined budget agreed on an annual basis? If Yes are the Costs to work within this budget known?
Q4 of 43
Is there a clear understanding of the mutual needs of both the provider and the user of the catering services?
Q5 of 43
What is the process for jointly solving problems?
Q6 of 43
If a problem is identified, do both parties work collaboratively to resolve it?
Q7 of 43
Are both the provider and the user of the catering services fully accountable to each other?
Q8 of 43
Are there clear, shared, strategic objectives that have been discussed, agreed and formalised?
Q9 of 43
What is the scope of the relationship and how has this been arrived at?
Q10 of 43
Are risks managed proactively in the delivery of the Catering service?
Q11 of 43
Is it clear to all parties what is to happen at the end of this service agreement?
Q12 of 43
What support is there from senior executives in the Trust for this partnership?
Q13 of 43
Is there good strategic alignment between the service provider and the user?
Q14 of 43
Do all parties understand their roles in contributing to the success of this service?
Q15 of 43
Is there a strong common vision by both parties as to what constitutes an excellent catering service?
Q16 of 43
What is the degree of trust in the relationship?
Q17 of 43
Is there a single identified person ultimately responsible for this service, one from the Catering Dept and one from the service user?
Q18 of 43
Is there a dedicated joint user group established for the catering service?
Q19 of 43
Decisions about the catering service are made promptly and are well communicated?
Q20 of 43
Are there any cultural issues which get in the way of business as usual?
Q21 of 43
What degree of cultural alignment exists between the two organisations and what measures were used to ascertain this?
Q22 of 43
Do you have a defined relationship process?
Q23 of 43
Do you have a formal business plan for the relationship?
Q24 of 43
Do you have a formal review of the relationship each year?
Q25 of 43
What is the change management process in the relationship?
Q26 of 43
Do you have a process for generating constructive criticisms and suggestions?
Q27 of 43
If a problem remains unresolved, how are issues escalated?
Q28 of 43
Do you believe all the catering services are aligned together and working with the one common goal to provide a first class service?
Q29 of 43
As a customer of the catering services, what do you feel about your general customer experience?
Q30 of 43
What is your confidence in the general hygiene and cleanliness standards including staff presentation, equipment and dining areas?
Q31 of 43
How do you feel about the quality, selection and freshness of hot and chilled foods available in the Restaurant and coffee shops?
Q32 of 43
Are healthy choices available to you in the Restaurant and coffee shops?
Q33 of 43
Rate the value of the goods purchased in the Restaurant and coffee shops with comparison to similar items on the high street.
Q34 of 43
What is the level of customer service you receive when purchasing goods from the restaurant and coffee shops?
Q35 of 43
What do you feel about the patients overall customer experience?
Q36 of 43
Rate the general hygiene of the patient service equipment and dining areas?
Q37 of 43
Rate the general temperature of patient hot food.
Q38 of 43
Rate the quality and freshness of hot food delivered to the Patients.
Q39 of 43
Rate the quality and freshness of chilled salads sandwiches / snacks delivered to the Patients.
Q40 of 43
Are healthy choices available to patients?
Q41 of 43
Rate the selection of food and beverages on the patient menu.
Q42 of 43
What is the level of customer service our patients receive?
Q43 of 43
Do the staff serving food to the patients Go the extra mile to make the patient experience amazing?