People-Centered care is an approach where clinical and non-clinical staff aim to respond more fully to patients’ and families’ needs, preferences, and values.
We sat down with Tammy Filiac and Ernesto Ilao from Nutritional Services to talk more about how their team centers patients and families in their care. Ernesto has been at CAMH for 35 years supporting different departments, currently serving Unit 1-4. Tammy has been here for a year and a half and takes on a range of roles in her part-time work.
The Nutritional Services team is composed of approximately 85 people and consists of full-time, part-time and casual staff across different positions. These team members are responsible for every step of the food journey once it arrives at CAMH — from delivery and storage, to preparation, chilling, plating, heating, and serving. After meals are enjoyed, the Nutritional Services team also takes care of washing dishes and ensures all food service areas are thoroughly cleaned and sanitized, supporting a safe and nourishing environment for everyone we serve.
The role of Nutritional Services at CAMH
Ernesto and Tammy serve food for clients and assemble trays for meals and snacks, among many other tasks. Tammy shared that one reason she loves her position is because she "gets to go everywhere across the hospital, meet new clients, listen to their stories and connect with them."
The duo shared that that they know clients' names, preferences, and notice the small changes in them such as their haircuts. Dietary team members often see these clients outside for lunch and engage with them in a conversation or join them for a meal.
"Clients appreciate us and greet us by our names," Ernesto and Tammy agreed. "They look forward to mealtimes because it's nice to have someone you see consistently and who you can talk to," they said. "When we are away or don't come for the meals, they've told us that they missed us."
One way that Nutritional Services centers clients within inpatient settings would be through the comfort that food can bring someone. Tammy says that "being with clients during their recovery and connecting with them during their time at CAMH is the best part of my job! We support units by understanding that everyone is human and that staying calm, bringing a sense of humour and treating patients as we would want to be treated brings dignity to them." Tammy added that "clients love connecting with the dietary staff because we meet them where they are and they appreciate that."
Enhancing the patient experience
Ernesto and Tammy reflected that it's often seemingly small gestures that clients appreciate the most. They offer clients dignity and respect by getting to know their preferred names, offering them an extra slice of bread, and other small gestures whenever they can. Ernesto remembers the type of juice or snack that patients like and provides it for the patients before they even ask. Tammy said that "with families, we give them reassurance that their loved ones are well fed."
Over the years, CAMH has increased the diversity and options of food available to clients. To name a few, Nutritional Services have lactose-free options, vegetarian dishes, various condiment options, decaffeinated and caffeinated coffee, and a variety of snacks in the evening and nighttime. Ernesto emphasized the importance of this variety: "These options give clients the opportunity to maintain similar diets that they follow when they are out in the community, if they wish."
Nourishing the mind, body and soul through food
For one, the Nutritional Services team celebrates special occasions. "All special holidays are shared, such as Chinese New Years, Caribana, St. Patrick's Day, Canada Day, Valentine's Day..." One of the ways the team shows their care is by personalizing treats: "we wrapped special napkins for valentine's day for all the clients across the hospital," says Ernesto. "During National Donut Day, all clients received a donut with their meals."
There are always meal alternatives should the client make a request. For example, during Ramadan, Nutritional Services will provide earlier meals based on the time of fasting. When clients are going to work or school, they will deliver packed meals for them so they have something to eat while they're away from the unit.
"We see clients as people, not as patients. We understand that some days will be hard, but Nutritional Services continues to try and spread joy whenever we can."
Christina Braun, Manager of Nutritional Services, is incredibly proud of the whole team for the care and support they provide at CAMH: "Tammy and Ernesto, along with the rest of the Nutritional Services department, really put their hearts and soul into the service they provide our patients. I am so happy to see their efforts put in the spotlight!"
"When we center the person and their family during their health care journey at CAMH, we are able to improve their experiences and increase their satisfaction of care. The Nutritional Services team continues to foster empowering relationships through this evidence-based approach and helps to optimize health and wellness for patients."
