AHF hosted its second Coffee Talk this morning with a discussion focused on mobile ordering. Sponsored by Grubhub Campus, attendees heard from Ben Anderson, Head of Industry Relations at Grubhub Campus as he discussed with Kevin Steffes, Director of Food Services at Carle Foundation, how his facility has adapted to mobile ordering. What started out as implementing mobile ordering technology as a convenience a few years ago, quickly turned into a necessity when his facility not only underwent a remodel, but also when the hospital had to quickly pivot when the pandemic hit.
Often times, technology can be seen as a barrier to hospitality, which is a core component of the food service industry. However, Kevin sees technology as a tool to make connections with customers and meet them where they’re at. For instance, initially, Kevin saw mobile ordering as a way for a nurse to be able to take their full lunch break by being able to order ahead and not have to wait in line for their lunch. The way he sees it, technology can be a gateway to hospitality.
When the pandemic hit, contactless ordering and pick-up, easily enabled through the mobile ordering system, was a solution the hospital could implement quickly. But the Carle Foundation also underwent a remodel during the pandemic. To continue serving patients, staff, and visitors, they set up a “ghost kitchen” in a physician’s dining room and provided assembly of service. This way they could continue to serve their customers without needing the typical, large footprint cafeteria. They also set up a convenience store and pick-up station where customers could use the mobile app or mobile kiosks to place orders.
When asked about some of the challenges and roadblocks to implementing new technology, like the mobile ordering system, he mentioned that the most difficult part of the process was getting visitors to the hospital accustomed to the new process and how they interacted with the technology. Some attendees were also curious about how Kevin’s staff adapted to the new technology, but overall, his staff quickly adjusted to the new technology and processes, which proved to be very intuitive.
There are many ways to implement new technologies into a facility, like mobile ordering, and as Kevin stressed, what works for the Carle Foundation, might not work for every facility. But, with countless ways to utilize new technology, it can be a game changer.
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