Quality Management of Prison Food and Training. Irish Prison Service

Transcription

1 Quality Management of Prison Food and Training Irish Prison Service

2 Title of the case Quality management of prison food and training. The impact of quality management in prison food, including: (a) a national catering and food hygiene strategy for Irish prisons; (b) certified food training programmes for prisoners; (c) a collaborative approach to dietary management. General description of the organisation and/or project The Irish Prison Service (IPS) is responsible for the provision of safe, secure custody for those people committed to prison by the Courts. We are a key component in our country's criminal justice system ensuring safer community life. The IPS has a staff complement of approximately 3,200 operating in its Head Office, Training Centre and 14 prison institutions. During 2004, 8,230 persons were sent to prison, a decrease of 10% on the previous year. The daily average number of persons in custody in 2004 was 3,199, an increase of almost 1% on The IPS is committed to managing custodial sentences in a way which encourages and supports prisoners in their endeavouring to live law abiding and purposeful lives as valued members of society. This document is the story of how the Irish Prison Service achieved Excellence in all aspects of Food Safety, Food Management and Hygiene. It is a story of the Irish Prison Service's 14 year journey on the road to independently recognised catering excellence. It is a story of good management, teamwork, improved services and developed opportunities. It is a story of a service provider that changed its status from a provider of unacceptable practices and poor standards to a benchmark of best practices and business efficiency. The main content of the case In 1992 the Irish Quality Association (today called Excellence Ireland) were invited in to audit Wheatfield Prison s new kitchens and food storage areas. The audit was carried out under 5 separate categories Structural Hygiene Operational Hygiene Food Storage and Protection Staff Facilities & Personal Hygiene and Hygiene Management Systems. To our surprise and horror, our flagship prison failed on all counts. The governor convened the Irish Prison s first hygiene committee and we set our first two objectives: 1) To become compliant with current and pending legislation and 2) to achieve Hygiene Award Status. Wheatfield achieved its goal within 12 months and the Irish Prison Service set up a committee to review and upgrade the catering function at each of its prisons.

3 The reasons behind the case Food safety has become a matter of major public interest in Ireland and throughout Europe in recent years. The Hygiene of Foodstuffs regulations, which were enacted in Ireland in 1998 and 2000, gave effect to European law on the matter. In the context of large scale institutions like prisons, food safety is immensely important. Within prisons, particular risks arise because large numbers of people are in close confinement together. As a consequence of drug misuse many people may be unwell or be more at risk of succumbing to illness. It is essential in the management of prisons to be assured that the highest possible standards are maintained where food safety is concerned. An indication of the scale of our operation can be gleaned from the fact that over 3,000 persons are held in custody on a daily basis in this jurisdiction with a throughput of in excess of 8,000 persons per annum. Food is immensely important in prison. The quality of the food on a prisoner's plate is at the heart of effective prisoner management. An efficiently sourced, hygienically produced and a proper, wholesome, nutritious diet contributes to the morale of our prisoners and supports them in partaking to the full in the rehabilitative regimes we provide in a custodial setting. In prison, food has a major bearing on the quality of prison regime. In particular, it contributes to health and relates to health education. Considerable benefits are achievable where prison catering, education, health care and relevant outside agencies work in a complementary manner to promote a healthy lifestyle and healthy eating. The actors behind the case The customers of the Irish Prison Service are identified under one of the following three categories: 1. The Department of Justice, Equality and Law Reform; 2. The General Public; 3. The 3,200 inmates incarcerated in our prisons. As part of our needs analysis, we formally wrote to the Department of Justice asking for detailed instructions regarding their specific needs and requirements. As Wheatfield prison was the launching platform for our hygiene programme we carried out a survey of its 320 inmates. We consulted with Failte Ireland, Excellence Ireland, the Food Safety Authority of Ireland and the N.S.A.I. We visited a wide range of hospitals and a number of large catering outlets in the private sector. The end result is a Quality Customer Service that is comprised of a completely transformed, cost effective catering function with added value. As well as providing in excess of 13,000 quality meals per day, we offer inmates training that is validated and accredited by the National Training Authority, recognised throughout Europe and designed to meet the needs of employers. We offer real life skills that are transferable to both the home and work situation and help increase feelings of self worth and self esteem.

4 The process leading to success Excellence is a journey, not a destination and although our journey did have a beginning (Wheatfield Prison) it now involves, on a daily basis, for 365 days a year, all 14 institutions under the control of the Irish Prison Service and the Prison Service Staff Training Centre. Our road to success was paved with challenges and opportunities, and strong leadership and teamwork were the main catalysts for change. A major challenge to the success of this initiative was securing the necessary financial resources to support the essential changes required to achieve the appropriate standards. The allocation of a sufficient staff complement to the catering function, the professional training of the teams concerned, access to advice from specialist advisors and the structural and equipment changes required in many of our kitchens all required resourcing. The drivers for securing the resources included the developing statutory requirements in this field and the cost savings which could be generated through central purchasing and waste management and through the avoidance of potentially costly claims arising from inmates as a consequence of unsatisfactory food quality and hygiene standards. The most important consideration was, however, the benefits in terms of prisoners health and contentment of providing them with good food properly prepared and well presented. Although resources were a primary consideration, some of our biggest problems involved changing attitudes. In 1520 Machiavelli wrote... Innovators of change make enemies of all who prosper from the old regime and receive only lukewarm reception from those who will prosper from the new. In some respects, very little has changed since then and we overcame the attitudinal hurdles by adopting a multidisciplinary approach to problem solving. Our management change project was action / research based and it allowed us to engage in the practice of continuous improvement. Our catering strategy continues to be subject to review and our clearly stated goals and objectives help provide clarity of direction and ensure individual responsibility and accountability. Small successes became the building blocks for bigger efforts and goals scored were acknowledged at every level. Our initial multi disciplinary hygiene programme (the forerunner of all our catering management systems) was an exercise in Teamwork, Goal setting, Preventative maintenance and Pro active intervention. It was also a springboard for many more initiatives. A key characteristic of prison catering is the inter agency partnership that operates between three public service bodies, the Irish Prison Service, Failte Ireland, who bring training expertise of the highest standard and the Food Safety Authority of Ireland who have regulatory as well as hygiene promotion responsibilities. Training has been a main focus of our change management programme over recent years. A comprehensive training prospectus has been developed and introduced for all

5 workers involved in the food chain (Victualling clerks, Industrial Supervisors, Catering Managers, Cleaners, Cooks, Kitchen workers, Internal Auditors etc). The participation of our customers our prisoners has also been fundamental to the success of our catering initiative. They now carry out most of the operational tasks in our kitchens under the supervision of our trained staff. They have taken up opportunities to take a certified training programme, validated and accredited by Failte Ireland, designed to prepare them for employment on release. They have also contributed through inmate surveys on menu content and variety. Results indicating the success Success on a Plate Our Credentials and Improvements A set of fully documented standards for prison catering has been developed and introduced. These were developed by a multi agency team of professionals, and in consultation with Failte Ireland and the catering teams at local prisons. They are subject to ongoing review and improvement. Our 28 day menu caters for medical, cultural and religious needs. It is complemented with an optional vegetarian cycle and the dietary needs of ethnic minority groups can also be met. Our recipe manual has colour photographs showing how each meal is to be presented on the plate for the guidance of servery workers. The menu cycles and the standard recipes together provide a basis for preparing standard costs at each prison and of controlling catering expenditure. IS 340 This standard has been prepared by the National Standards Authority of Ireland in consultation with the catering industry, and is the standard required to achieve compliance with SI 165 of 2000, Hygiene Foodstuffs Regulations. The Hygiene Mark, which is awarded by Excellence Ireland, assesses caterers by reference to this standard. It is envisaged that the Hygiene Mark will be introduced in all prisons as a quality assurance procedure over the next few years. Safety Standards Our Safety Standards provide standard safe operating procedures for the various hazards present in kitchens and a safety induction training manual for use in the prison kitchens is available in each location. Safety standards for catering are reviewed on an ongoing basis to ensure they reflect current best practice. Food Specifications Incoming foodstuffs have a critical impact on the quality of catering and its cost. Dealings with the suppliers of foodstuffs are managed by reference to detailed foodstuff specifications and incoming product is subject to scrutiny. Foodstuffs are purchased in accordance with standard Public Service practices for procurement and only from approved suppliers who operate in accordance with relevant food hygiene regulations (potential suppliers are advised, as part of the tendering process, that their premises will be audited by prison personnel).

6 Our food specification procedures set out detailed requirements for all foodstuffs being purchased for the prison kitchens. They also deal with all issues of hygiene arising in relation to the food being supplied. As with the safety standards, this material is under constant review and revised as appropriate to ensure it reflects current best practice. Monitoring and External Audits A key aspect of the development programme for prison catering is the establishment of an independent external audit so as to provide comprehensive reports of the quality standards being achieved and to highlight areas in need of greater attention. Food Hygiene regulations and good management practice require that catering operations are subject to ongoing monitoring with records being retained on an ongoing basis for inspection. These records are then archived. The main procedure involved is HACCP (hazard analysis and critical control point), which has been a mandatory requirement under the statutory regulations of 1998 and 2000 regarding food safety. This monitoring and record keeping is carried out at local prison level and is the responsibility of the person in charge of the kitchen along with local management. A process of conducting external audits of each prison catering operation has been established in the prisons. It is conducted annually by Failte Ireland and / or Excellence Ireland. Each audit is comprehensive. It deals with all aspects of catering including the operation of the local monitoring procedures (HACCP). Awards Today, the Irish Prison Service proudly boasts the successful achievement of a wide range of prestigious and independently accredited National and International standards and awards. Our credentials are clear and our improvements are indisputable. Our kitchens are showrooms of excellence and shining examples of best practice. Each year we beat hundreds of competitors in the public and private sectors in the race for recognised excellence. We are the first organisation on the Island of Ireland to have achieved the combined standards of I.S.O 9001:2000 & I.S. 343:2000 for catering In 2004 we were outright winners of the Excellence Ireland Supreme Award. beating stiff competition from a wide range of top class private and public businesses throughout the country including hotels, restaurants, bakeries, supermarket chains, food processing plants, wholesalers, and dairy producers. We are acknowledged exemplars of best practice and catering managers in the private and public sector now use our kitchens as benchmarks of sustainable quality, cost effectiveness and efficiency. Index of Awards To date awards secured by our project team include the following: I.S.O I.S.O. 9001:2000 I.S. 343:2000 The Excellence Ireland Supreme Award (Management of Food Safety) Quality Catering System) (Management of Food Safety) (Joint and outright winners)

7 Hotel and Catering, Gold medal award Overall gold medal Award Hygiene Person of the Year Award Special Merit Award The Category Award The Triple Hygiene Award The Hygiene Award The Gilbey's Award (Institutional catering) (Whole of the hospitality industry) (In recognition of our dedication to excellence) (Excellence Ireland) (Best in our category a number of institutions) (Consistently high standards for 3 successive years for a number of institutions) (Compliance + with current legislation) (Catering Excellence) Innovation and Sustainable Quality Examples of our innovative approach include the design and introduction of safety signs, induction booklets and interactive e learning programmes that are suitable for trainees with literacy and numeracy problems, the broadening of the work / training programmes for inmates and the introduction of recycling and waste prevention programmes. The sustainability of the programme is as assured as its quality. The catering improvement programme is in operation for in excess of 14 years and it gets stronger each year. Independent assessment combined with training, continuous professional development, professional pride and a strong desire to maintain our international status is our guarantee of sustainable quality. Improved Services and Applied Learning In 1991, Ireland's flagship prison was in breach of statutory regulations. Today, that same prison operates to the highest European standards and was a recent winner of of Excellence Ireland's Supreme Award for Hygiene. Success breeds success and lessons learned on our journey often became foundation stones for other projects. The catering success story had a knock on effect that reached into every corner of the institution and into every institution in the State. It resulted in the development of a national programme to improve the catering function at all prisons. It also had the indirect effect of raising standards in other areas within the prison (e.g. prison officers compared the new improved kitchen standards with their own canteen and working areas, became dissatisfied with their own situation and strove for change). This resulted in improved services generally and a string of associated awards. (N.I.S.O award for general safety, energy efficiency awards etc) Delivering SMART outputs and results The improvement in prison catering in recent years is testament to the professionalism of our multi disciplinary catering management team. Our outputs and results are Specific, Measurable, Achievable, Realistic and Timely. We can and do achieve excellence in standards when the occasion demands and we comply fully with current and pending legislation. We provide a quality catering service. We are acknowledged leaders in the catering sector. We provide transferable life and work skills for inmates. We are engaged in continuous professional development. We offer enhanced employment opportunities. We support our training programmes with meaningful certification. We offer value for money. We guarantee quality and we are accredited exemplars of best practice. Currently, some of Ireland's oldest prisons are holders of the prestigious Hygiene Award and prisons now compete with each other and with a myriad of organisations

8 in the private sector in the race for recognized excellence. Our outdated, wasteful and cost ineffective 7 day menu cycle has been replaced with a healthy, innovative, cost effective 28 day standard menu cycle that incorporates a 14 day vegetarian cycle and caters for a wide range of individual needs (religious, cultural and medical). The main obstacles of the case Shaking people out of their comfort zones and changing attitudes were the hardest obstacles to overcome. Our antiquated, cost ineffective system was driven by rules of operation that were designed in There was comfort and safety in familiarity for suppliers, chefs and prison management. All concerned had to become aware of their fundamental role within the change management process to ensure the success of the initiative. They had to be moulded into a cohesive multi disciplinary team with a single agreed vision. Main sources of inspiration behind the case The initial source of inspiration was a desire to professionalise our catering programme. We were in obvious breach of statutory regulations, open to litigation and a potential outbreak of food poisoning due to bad food safety practices. However, once we achieved compliance with statutory regulations, our professional pride and a desire to reach our full potential became our main motivators. The most important lesson learned We want to, so lets do is easier and better than We have to, so go do. Compliance with legislation and the adoption of best practices is not the hard option, it is the practical option. Today while other organisations scramble to keep ahead of exposure and bad publicity, while television programmes and newspapers tell stories of business closure, cross contamination, bad practices, super bugs, food poisoning and litigation, the Irish Prison Service is free to concentrate on new and innovative ways to improve its business performance.