From kitchen to ward: Our facilities team scoops national award for patient meal overhaul

Our community facilities team is celebrating national recognition after transforming the way meals are served to patients across its community hospitals.

The team has redesigned the patient meal service from the ground up, placing a renewed focus on quality, consistency and a more personal experience for patients.

The changes have now been recognised at the 2025 CHA Innovation and Best Practice Awards, which this year marked the programme’s 25th anniversary.

Until recently, meals prepared by our facilities team were handed over at the kitchen door and delivered to patients by a variety of colleagues, including nurses, activities coordinators and some catering colleagues.

While the system ensured meals reached wards efficiently, it meant facilities colleagues had limited visibility of how food was presented, portioned or adapted once it left the kitchen.

Working closely with nursing and facilities teams, and backed by strong leadership and targeted training, facilities colleagues have now stepped into patient-facing roles, serving meals directly on the wards.

The shift marks a significant change in practice, but one that is already delivering clear benefits for both patients and colleagues.

By serving meals themselves, facilities teams can better tailor portion sizes, respond to individual preferences and ensure a consistent standard of presentation.

The closer interaction with patients has also helped reduce food waste, while freeing up nursing colleagues to spend more time on direct patient care.

The new approach is underpinned by a Catering Commitment Charter and a detailed ward-level meal service guide, helping to ensure consistency across all sites.

The team has also taken part in NHS England’s food waste reporting pilot, further strengthening its commitment to sustainability and continuous improvement.

Teams have worked together to build confidence and develop new ways of working, resulting in a more compassionate and responsive service.

The transformation has also strengthened relationships between facilities colleagues and the patients they meet every day, helping to create a more personal and positive experience around mealtimes – something that can play an important role in recovery and overall wellbeing.

The work has now been recognised on the national stage at the CHA Innovation and Best Practice Awards, which have been running for more than two decades and celebrate excellence across community hospitals and services.

This year’s awards, held at the CHA National Conference in Swindon on 7 and 8 May, featured five categories alongside a special President’s Award to mark the anniversary milestone.

Winning teams were invited to present their projects during a dedicated plenary session at the conference, showcasing innovative approaches from across the country and giving colleagues the opportunity to share learning and best practice.

The success builds on previous recognition for our trust, after we received the Green Initiative award in 2024 for a sustainability project led by the team at Frome Community Hospital.

Jane Wills, our facilities manager, says: “We are extremely proud of the whole team who have embraced the change and worked closely with ourselves to ensure the best possible service is provided to our patients.

“The project demonstrates what can be achieved through strong collaboration between facilities, nursing and leadership teams, and highlights a model that could be adopted more widely to improve patient experience.”

With the 2026 Innovation and Best Practice Awards now open to entries, there is already hope that Somerset teams can continue to build on their success and share further examples of innovation across community services.

For the facilities team, however, the focus remains firmly on the day-to-day difference the changes are making on the wards, ensuring every patient receives not just a meal, but a service that feels personal, consistent and cared for.

For more information about the Community Hospitals Association, go to the website: CHA | Community Hospitals Association