Sagewood addresses food allegations

Times Contributor

 

Having to care and worry for a loved one is not easy. Laurie Mezaros is a loving daughter. She was very distressed when she had to move her father into a local facility. 

“I didn’t want to move him, but I couldn’t care for his developing medical needs,” said Mezaros.

He was a former air traffic controller, active and spry. He was diagnosed with developing dementia combined with other medical problems, which led to the decision to move him from Laurie’s home to a long-term facility. Mezaros said it was the hardest decision she’s ever had to make, but knew she could no longer care for his medical needs without help. She visits regularly and often shares meals with her father.

It was while keeping an eye on her father’s care, she developed concerns about the food served at Sagewood, a Continuing Care facility located in Strathmore. 

“It’s awful. My dad just looks at the food and pushes it away and I don’t blame him,” Mezaros said about a supper she shared with her father. 

She was concerned that recent issues concerning the Alberta Health Services 21 day menu were happening to everyone at her father’s facility. She addressed those concerns in a letter to the editor in the Strathmore Times.

“I wish she would have come to us first,” said Sagewood’s manager Amil Rajani.

Rajani encourages residents, family members, and staff to make suggestions and bring complaints to the attention of management. There is a form and process for written complaints with a structured resolution and follow-up procedure in place. There are suggestion boxes, individual and monthly resident meetings, and town hall meetings to make recommendations. Rajani confirmed that staff or residents who make complaints would not be penalized for coming forward. Mezaros did not know the process and she had not known she could contact Rajani.

“The residents are very verbal at these meetings,” said Rajani. “Everything that comes up is an opportunity to look into and improve. We, altogether, make this place better and better every day.” 

The Government of Alberta, in the licensing standards procedure manual, sets out guidelines for facilities regular complaint resolution and a yearly review is done for license renewal. On Provincial Resident Satisfaction Surveys on nutrition and menu lists, Strathmore senior facilities are at a 97 per cent or more satisfaction rate, given by residents regarding the food they receive. 

Representatives from AgeCare and managers at the Sagewood facility addressed the allegations of poor food, in a meeting with local press and subsequently met with Mezaros.

“When we look at the videos, there is a negative mentality out there. There are people with AgeCare and with other companies that work very hard to care for elders. I dedicate my whole day to constantly fixing and improving. We have a very caring staff. Our culture is that we treat the people in here as our parents and grandparents,” said Jim Held, Director of Hospitality Service and Environment.

They wanted to clarify that AgeCare chooses to serve fresh made food; the food is not microwaved frozen dinner combos trucked in daily. Aramark Healthcare coordinates the food delivery and supplies like frozen meat packs, dry goods, and vegetables are ordered from Sysco Foods, similar to restaurants and hospitality services.  Orders are delivered twice a week. Reassurances were given by Held that all AgeCare facilities prepare the food fresh in their onsite commercial kitchen facilities. He said that AgeCare is moving from the traditional hospital oriented food delivery model to one based on the hospitality industry, to meet expectations of their residents. Held qualified that the assistants serving the food often have previous backgrounds serving in hospital environments.

“Everything we serve here is from scratch. Everything that is ordered is for scratch,” said Russel Janzen, Aramark’s Alberta District Manager.

Rajani said Sagewood’s program incorporates regular individual and group meetings to discuss any issues at the home, including suggestions for a 28-day menu that is posted for residents to see. There are always two meals to choose from at any sitting.  If there is a particular food that is unacceptable to a resident, the resident can request a different substitute be made from the same food group. On initial intake assessment, a resident’s health concerns are identified. Binders are kept at the serving stations, with records of resident’s food restrictions. Servers monitor and adjust the meal to meet those restrictions. Condiments are provided for those without restrictions to use at will. Extra servings of food are also available.

A representative from the press did a taste test at lunchtime and ate along with other seniors in the home. It was confirmed in that instance, the choice of two different food plates was plentiful and good tasting, but some improvements to presentation could have been made. 

Held admitted that the area of food presentation, there needed improvement. During a tour of the kitchen, cookie dough was placed in the oven for the afternoon break.  

“I believe in being honest and being transparent. Is it possible for someone to get a bad meal? Just like at home, you bet,” said Held. “What we are constantly developing is to have servers look at the food and ask ‘What are you presenting and putting out?’ I agree that presentation can be improved and it is something that we are working on.” 

“Most of the residents look forward to their mealtimes; it is a highlight of their day. They are sitting in the dining room 15 minutes early, waiting for their meals,” said Elizabeth Oforiwaah, Licensed Practical Nurse, at Sagewood. 

When staff at Sagewood addressed Mezaros concerns and made promises to look into the communication breakdown and make improvements to the food that led to her frustration, Mezaros felt Sagewood was taking seriously the health and welfare of the seniors in the facility.

Many other Albertans, along with Mezaros, are advocating for good food for seniors. Wildrose Party Critic, Kerry Towle challenged the Provincial government on June 4 to put an end to the practice of trucking in pre-cooked meals for seniors at care facilities.

An Alberta Union of Provincial Employees (AUPE) produced video focused on poor food given to seniors, living in facilities that participate in the Alberta Health Services recommended 21-day menu system. There are questions in the media whether the food is nutritious, palatable and presented in a way that will encourage seniors to maintain good eating habits. Nutritious and palatable food is a requirement in the Long term Care Accommodations Licensing Act.

Bruce Conway, media spokesperson for Alberta Health Services (AHS) Health and Nutrition department said the service is aware of things that need to be improved.

“We continue to listen and evolve menus in facilities,” Conway said. “The intention is to listen to people about the foods they are being served.”

The original plan surveyed 78 facilities to develop the 21-day menu in 2009. It was originally developed to address the issue of poor food quality and selection for seniors in facilities. The AHS External Review of the Provincial Menu Program recommendations suggested small facilities of less than 150 could band together to order centralized food, through a supply service already used by many restaurants and facilities, that could boost buying power and cut costs while supplying a variety of new choices for seniors. They recommended that the delivered foods be supplemented with fresh foods and baking be locally made or sourced. 

They stated upfront the drawbacks that may cause the plan to fail. Some smaller facilities did not have the proper freezers and defrosting equipment to prepare the food. Some staff were not trained to deal with the preparation of the new menu choices. There were breakdowns in communication with some of the suppliers and delivery services. There were technology challenges that some homes could not meet. As the program developed, savings did not occur and a six percent increase in costs occurred.

In response to those breakdowns, AHS Health and Nutrition department addressed the issues in 2010 and 2011, by developing adjustments to the program, surveys, inspections, taste testing and culinary consulting services accessible to each facility. The results of those are listed on the AHS Health and Nutrition website. The adjustments were based on consultations with residents, family, staff and management in 26 nursing homes across Alberta.

“What our residents and patients tell us is they want more meat and potatoes, more soup and sandwich options, more local favorites and seasonal menus based on local preference. Today, patients are offered these additional choices, and at least seven servings of fresh fruits and vegetables per day, and for those with a sweet tooth, a wider choice of dessert options. The recommendations of the external review verified that patient and family input was essential. This is why AHS conducts patient food services satisfaction surveys every six months. According to the latest survey results completed in March 2012, the overall satisfaction of patients and residents is greater than 90 per cent,” said Laura Tkach, Director, Provincial Initiatives, Nutrition and Food Services, AHS in a press release.