There was no way for Chartwells UK to know if the right ingredients were being supplied or used, whether the correct medical diets were being served or if their menus were correct.
Remedial or corrective actions were being completed by spreadsheet or email, which meant they were being forgotten and had no real audit trail to follow-up.
Paper logbooks were hardly worth printing: they were tedious to fill out, impossible to verify and tempting to stick in the ‘to do’ pile in a busy kitchen environment.
It was a struggle to meet customer expectations consistently and this was damaging revenue and risking their customers’ health, which was a critical concern.
