Every restaurant should have a plan for handling complaints. Most of these plans lay out what the manager needs to do in the name of customer service. This usually consists of having a game plan for retaining the complainant as a customer. The end result might be comping a meal, sending out coupons, or inviting the customer back to prove that you can give them a good experience in your establishment. Most establishments train their employees on this all the time. Foodborne illness complaints are completely different. There still is the element of customer service, but dealing with an angry sick person has its own set of rules. A simple coupon for a free dessert probably won't cut it. … [Read more...]
Anatomy of a Foodborne Illness Complaint: Introduction
Restaurants deal with complaints every day. Customers complain about customer service, wait times, food quality, prices, and more. What happens when the dreaded phone call comes in about a foodborne illness complaint? This can be the most difficult type of complaint to handle because the average manager doesn't have adequate knowledge about pathogens involved, incubation periods, symptoms, testing procedures, or appropriate costs associated with such a case. So what is the best procedure for handling an illness complaint? For the most part, the general public is largely uneducated about this topic as well. People are likely to blame the last place they ate rather than using the time … [Read more...]
How Employee Illness Can Affect Restaurants
These days more and more outbreaks are associated with sick employees passing their illnesses to other people while at work. Having employees working while sick is one of the most reckless things any manager or owner of a food establishment can do. Sick employees can transmit illnesses to other employees or, even worse, pass them to customers. Check out what happened at an Illinois McDonald's that led to 34 cases of hepatitis A: Illinois Department of Health Links Hepatitis A Outbreak to Employee Handwashing Sick Employee Policy It is crucial that all restaurants have a solid sick employee policy. Many restaurant managers give employees two options for when employees are sick: 1) … [Read more...]
Tips to Avoid Bare Hand Contact with Food
You won't find a more debated or controversial topic between food safety inspectors and the restaurant industry than bare hand contact with ready-to-eat foods. According to the FDA, you can't do it. This results in many chefs having to wear gloves. As an inspector myself, I've heard all the arguments: "I don't have to wear gloves because I wash my hands so often. "I can't prepare the food properly with gloves on." "If I can't feel the fish while cutting it, then I'll cut my hand!" "The plastic in the gloves changes the taste of the food." For the most part, none of these arguments get very far during an inspection. The food industry either needs to provide better ways to prevent … [Read more...]
Hand Washing 101
Proper hand washing is the best defense against foodborne illness and spreading disease. There are many opportunities in a full-service restaurant for the transmission of disease when good hand washing practices are not implemented. Proper Hand Washing Procedure Food employees should wash their hands for 20 seconds using a cleaning compound in a hand wash sink in the following order: Rinse hands under clean, running warm water. Apply cleaning compound. Rub hands together vigorously for at least 10–15 seconds. Remove soil from underneath fingernails. Thoroughly rinse hands under clean, running warm water. Dry hands with a disposable drying towel or hot air. For more on … [Read more...]
Fight Foodborne Illness: Know the Right Temperature
All restaurants battle with the problem of keeping food in temperature. Knowing the right temperatures for food is key in fighting foodborne illness. Temperature abuse is the most difficult problem to control in the kitchen and can have the worst consequences. All potentially hazardous foods (for example, meats, pastas, cooked foods, cut tomatoes, melons, and cut leafy greens) must not be held between 41⁰ F–135⁰ F. This is what is called the danger zone. If these foods are held in this zone, bacteria that is already present will begin to grow. This is what leads to foodborne illness. What factors are keeping you from controlling temperatures? Equipment: Old, unmaintained, broken, … [Read more...]
Reduce Your Risk of Foodborne Illness, Control Critical Violations
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Respro Food Safety Professionals is an organization of licensed health inspectors dedicated to supporting the restaurant industry in food safety education. We do this through on-site inspections, supplemental training, and food safety consulting. This blog will provide training and tips on the best practices for controlling food safety in restaurants and other food service facilities. Every day, food establishments accept and handle food items that are already contaminated with pathogens that can make your customers sick. Good management practices and policies should be in place to properly manage critical areas of your food operation. Listed below are the 10 most important areas that, if … [Read more...]
Dennis Keith has been working as a restaurant and food safety professional for more than 20 years.