Strategic Oversight for Outsourced Healthcare Systems Food & Nutrition Services

Operational Assessments 

Selecting and managing a food and nutrition services provider is a complex process—but when done well, it sets your hospital on a path to operational excellence. IHS begins by helping you define your vision for the program, then evaluates your current state against that vision to identify service, performance, and financial gaps. The results of our assessment often serve as the foundation for a more strategic and aligned Request for Proposal (RFP). 

Request for Proposal 

A strong RFP should bring your food and nutrition vision to life—while ensuring consistent, comparable responses across providers. IHS designs RFPs that provide respondents with flexibility in program delivery while requiring standardized financial formats for easy evaluation. We manage the full process—from RFP creation and distribution to response analysis, clarification with bidders, and final award recommendations to your executive team. 

Contract Negotiations 

While vendors often emphasize clarity around payment terms, they may leave operational commitments vague—frequently using “non-binding proposal” language to avoid accountability. IHS works on your behalf to ensure contractual language is specific, binding, and enforceable—clearly outlining both operational and financial commitments. Our goal is to ensure providers deliver the programs and results they promise. 

Operational Assessment 

We begin by clarifying your expectations, identifying what’s working well, and outlining key areas of concern. We then conduct a thorough review of the existing contract and evaluate outsourcing company performance across patient dining, employee and guest meals, and financial metrics. Our process highlights any gaps between your vision, contractual commitments, and actual results—laying the groundwork for improvement. 

Contract Review / Renegotiation 

Following the operational assessment, IHS works with your current provider to revise the existing agreement. Our goal is to ensure operational and financial requirements are clearly defined and that enforceable accountability measures are in place for all key performance areas. 

Strategic Planning 

IHS collaborates with your team—and your provider, when appropriate—to define strategic priorities and create a future-focused roadmap. This plan incorporates financial, operational, and clinical realities, and is designed to be practical, achievable, and sustainable. 

Financial Assessments 

Our consultants conduct a detailed review of financial performance, including KPIs, tray costs, floor stock, waste, overtime, staffing efficiency, supply chain utilization, and retail revenue capture. We identify cost reduction and margin improvement opportunities to help you maximize ROI from your provider relationship. 

Voice of the Customer 

Capturing stakeholder feedback is essential in healthcare. IHS conducts surveys, focus groups, intercept interviews, and patient rounding to gather input from foodservice staff, retail customers, nursing teams, and administration. We synthesize the findings into clear recommendations that elevate satisfaction across all user groups. 

Pre-Facility Design Programming

IHS provides design consultation for kitchen renovations, new foodservice construction, retail café updates, and back-of-house flow. Our focus is on operational efficiency, flexibility, and supporting future innovation in your food and nutrition program. 

Quality Assurance

CrossCheck℠ Quality Assurance is a customizable proprietary web-based platform that evaluates vendor performance across key domains—such as food and physical safety, retail execution, marketing, contract compliance, technology, and nutrition services. Trained evaluators conduct on-site reviews, and all action plans are tracked digitally to ensure follow-through and continuous improvement. 

Adviser Model 

• Initial operational assessment to establish a customized Roadmap to Operational Excellence 

• Annual review of vendor performance against contract expectations and program goals 

• Annual best practices and market insights to drive innovation and benchmarking 

• Quarterly business reviews with hospital leadership and vendor management teams 

• Initial CrossCheck℠ Quality Assurance assessment conducted across patient, retail, and catering areas 

Partner Model 

Includes all Adviser Model services, plus: 

• Quarterly financial reviews with variance analysis and recommendations for improvement 

• Revenue strategy development for retail and catering services 

• Operational studies aligned to the Roadmap to Operational Excellence 

• Annual procurement and supply chain assessment focused on cost savings and efficiency 

• Virtual peer forums featuring best practices from IHS’s healthcare partners 

• Scheduled CrossCheck℠ Quality Assurance assessments to maintain ongoing accountability 

 Program Manager Model 

Includes all Partner Model services, plus: 

• Direct oversight of your food and nutrition outsourcing provider, including regular site visits and monthly check-ins 

• Monthly financial tracking and alignment with your hospital’s budget goals 

• Annual support for food and nutrition services budget development 

• Mid-year and end-of-year customized CrossCheck℠ Quality Assurance assessments 

• Evaluation of vendor marketing strategies, patient satisfaction metrics, and employee engagement 

• A dedicated IHS consulting team to ensure continuity, responsiveness, and long-term sustainable results