Using Pacifica’s promotion criteria as our standard, you gave us your opinion of the quality of food at PG Senior Living during January of this year. Although there was a seven percent improvement since last August’s survey, the vast majority (86%) of residents find that food quality is not close to what’s promised in Pacifica’s advertising. If the food quality was as promised, the questions should result in an “Always” or “Mostly” response. Instead, most responses are in the “Seldom” category.
The Customer Experience Team has conducted five meetings with the Chef since August where we had authentic and direct discussions. We’ve had a few improvements such as the increase of kitchen staff, a salad bar and soup bar; however, very step forward was followed by two steps back. There appears to be little management of the planning, ordering, inventory management, menu preparation, ingredient identification, coordination with the servers, management of the café, or entrée selection.
Despite the apparent lack of management, the dining room staff continues to do a great job.
Several “Independent Living” residents have switched over to a “55 Plus” arrangement because of the low food quality.
We will schedule another meeting with all residents invited as well as the Chef and the Executive Director. We will, once again, voice our concern and make specific recommendations.
Results
“Each meal is fresh, delicious, and prepared to my unique specification”.
Always 0% Mostly 14% Sometimes 14% Seldom 72% Never 0%
Comments:
- The servers are excellent and pay attention to individual needs and tastes.
- Boring meals, lack of recipes… we don’t have anything like the “hotel style dining” that’s advertised.
- Too many shortages of basic items
- No takeaway containers for months despite a promise to order reusable plastic containers.
- No concern for consumers.
- Fresh berries, when available, are good.
- Custom salads are also appreciated.
- Salmon sometimes old!
- Good clam chowder.
- Food is fresh if one gets to meals early but not good if one gets to meals later.
- A lot of pork on menu but not the good cuts of pork.
- Dining room staff are all great!
- Pam is always aware of my allergies!
- Serving stir fry so often is terrible!
- I’m tired of only omelet as a second choice.
- An example: I ordered a BLT on brown bread and toasted. I got a sliver of lettuce and a pile of bacon no tomato and no mayo.
- I have consistently asked for fewer breaded and fried foods and there has been no change.
- I am at wit’s end regarding menus…both printed menus for the week and the ordering menus. Zack has promised to distribute weekly menus in advance. He did it a couple of times and then stopped. When I go down to order breakfast, there are no menus, and I must ask the receptionist to print menus that should have been printed by kitchen staff.
- Zack has promised that he ordered more of the green reusable food containers and now we have no food containers and are carrying plates and bowls to our rooms.
- Cooked vegetables are watery and soft and are just the same… just zucchini, summer squash, and cauliflower.
The chef accommodates my allergies, sensitivities and dietary needs.
Always 7% Mostly 7% Sometimes 0% Seldom 50% Never 0% Not applicable 36%
Comments:
- Only squash, zucchini or green beans for the veggies
- Need more well-cooked vegetables.
- Chef never asked for my dietary needs.
- Need more vegetable variety.
- Too few nutrients because of overcooking vegetables
- Can’t eat pork due to religious restrictions and there is a lot of pork on menu.
- I mostly don’t eat in the dining room because I can’t count on the way the food is cooked of the food that I ordered is available. There has been some improvement but not enough to brag about.
The food we are served tastes great.
Always 0% Mostly 14% Sometimes 21% Seldom 64% Never 0%
Comments:
- Not gourmet food and I don’t need it to be.
- The food is usually edible, and I rarely send a meal back.
- Last night, 1/27, leftover. Fried chicken was passed off as BBQ chicken.
- Also, the announced corn on the cobb with nowhere to be seen.
- Breakfast ‘specials’ are a joke…just everyday items like waffles, pancakes, French toast, muffins, donuts, hash browns, etc. that should be available every day. Eggs Benedict of some special omelet could be classified as a ‘special.’
- No coffee ice cream available for months
- Ice creams are frozen too hard to serve.
- Salads and vegetables are the better tasting options. Fish preparation has improved.
- Need more well-cooked vegetarian dishes.
- Food rarely tastes good. I don’t think I’ve had a great meal since moving here.
- I have very few complaints with the food.
- The CAN’s in AL should have a server from downstairs to help them with every meal!
- I have been through 9 years of dining room food. Only one year was excellent all the time.
Another 5 years were fair. Our current food is not good. Some of that is that the chef doesn’t seem to understand order management. Often, I order from the menu only to find they are out of items. I will not have a guest…ever…until the food is consistently, available, good and well prepared. - The serving staff are the best part of our dining experience.
- Please reinstate weekly menus
- Please correct “always available” because many are only available occasionally.
- There is no more fresh fruit in the café.
Number of participants 14
Pacific Grove Senior Residents 