Yeovil Hospital catering team in the spotlight with award wins

Yeovil Hospital's catering team is in the spotlight this month, after receiving multiple awards for their dedication and commitment to continuous improvement.

The team was firstly awarded exemplar status by NHS England, for retail services delivered at the hospital - a massive achievement which has taken a lot of hard work.

To be awarded exemplar status, the team needed to meet the twelve standards set by the soil association’s ‘Food for life served here’, and use an innovative approach to improving meal provision, with a special focus on tackling malnutrition and dehydration, streamlining meal delivery, and enhancing both the patient and customer experience.

Through strategic improvements in menu design, waste management, and patient-centric service, they have successfully met the challenge of providing nutritious and appealing meals that cater to the diverse needs of our hospital community.

The team has also introduced several sustainability improvements, including:

• A waste reduction initiative that targets food waste at all stages of meal provision - from kitchen preparation to patient plated and unserved meals
• Partnering with food service providers and leveraging technology to implement real-time waste tracking, allowing us to identify inefficiencies and reduce unnecessary food wastage
• Transitioned to biodegradable, recyclable meal packaging
• Using fresh herbs from the hospital's herb garden, situated outside, in the seating area
• Menus written eight days in advance by the chefs, with the use of seasonal provisions, using British ingredients from local suppliers
• Moving to more sustainable, local and traceable products with red tractor
• Looking to add a bio-processor, which turns food waste into compost, to complement the ECO fast food waste system, which takes out 80% of liquid and turns food waste into couscous consistency
• Installing a new floor in the kitchen which has already reduced noise and reduced breakages from trolley vibration
• Installing a second walk-in fridge which works off CO2 in the main kitchen.

The in-house service has over 40 colleagues, with seven chefs working closely with dietitians. They have been meeting monthly since 2018, ensuring patient nutrition and hydration is prioritised. By appointing a catering liaison officer (CLO) in 2023, there is now a link not only between the catering and dietitians, but also the patients.

The CLO carries out weekly surveys from colleagues and visitors, speaking directly with the patients on the wards. This enables the team to adapt to feedback, hearing what is and isn’t liked from the most popular meals to the not so popular meals, what sides of vegetables go with what main courses, and also helps with portion sizes and waste. There is also a suggestion box in the colleague canteen, as well as QR codes for feedback.

Wards have drinks trollies, with multiple hot and cold drinks rounds given to patients each day, as well as the drinks served at mealtimes, these are also available 24/7 for patients from ward kitchens. Part of the CLO’s role is to work with not only dietitians but clinicians on patients' care plans, which includes nutrition and hydration.

Mathieu Eke, our head of facilities – hotel services at Yeovil Hospital, explains: “The success of a patient-centric strategy relies on a comprehensive approach that incorporates leadership, communication, personalisation, care continuity, and the integration of technology. By focusing on the needs and experiences of patients, we can foster better clinical outcomes and improve patient satisfaction, while building a reputation as a healthcare provider that truly puts patients at the centre of everything it does.

"Our newly refurbished colleague canteen (called the Breeze Café) offers a clean, quiet, and accessible facility, including a garden (in the summer), for colleagues, visitors and patients to come and enjoy. Our talented chefs create lots of wonderful delights, from the deli-bar to Asian Thursdays, and even a fantastic carvery with three meats and proper homemade gravy, every Wednesday and Sunday - it really is a must-try.”

Focusing on ‘mealtimes matter’, the catering team works closely with the housekeepers who serve the food on the wards, ensuring the service of meal times run as smooth as possible, with late meals being delivered for any patient outside of lunch or supper times. Digital meal time ordering as close to meal times not only ensures the patient gets what they ordered, it has helped reduce food waste and efficiency.

Tim Radcliffe, net zero food programme manager at NHS England, said: “I wanted to take a moment to congratulate you and your team on achieving exemplar status at your hospital for retail. This is an incredible achievement and a true testament to the hard work and dedication you all put in.

"The work you are doing is not only exciting but truly inspiring and innovative. I’m particularly impressed by how your menu is shaped by seasonal availability and a strong commitment to local suppliers —this approach sets a fantastic example for others to follow.”

But achieving exemplar status wasn't the only 'win', with the team also winning the Hospital Catering Award at the Public Sector Catering Awards 2025! The judges looked for how nominees were meeting the challenge of malnutrition and dehydration, innovation in menus and meal delivery, and the development of a patient-centric strategy.

In addition, colleagues from the catering team were shortlisted for the 'Team of the Year Award' and Shannan Abbott, QMS technical administrator and auditor, shortlisted for the 'Personal Development' award at the Health Estates and Facilities Management Association (HEFMA) 2025 awards earlier this month...with Shannon winning her category!

And of course, the team doesn't plan on stopping there. The innovations continue, with plans to develop and roll-out a QR code system for patients to look at the coming weeks menu, with pictured and nutritional information, later this year.