How To Guide For CFPMs Dealing With Foodborne Illness Complaints

How To Guide For CFPMs Dealing With Foodborne Illness Complaints

/0 Comments/in , /by

Certified food protection managers (CFPMs) go to great lengths to keep the food they serve safe, but from time to time a customer may experience symptoms of a foodborne illness after eating in your establishment. While you don’t expect to hear a customer complain about being sick from consuming your product, you should still be prepared in the event they contact you to complain of symptoms. CFPMs with a plan to deal with foodborne illnesses can help deescalate a situation with an upset customer and can go a long way towards resolving a food safety issue you may be unaware of.

How To Guide For CFPMs Dealing With Foodborne Illness Complaints
Image credit: bignai via 123rf

Certified Food Protection Manager Tips for Resolving Food Poisoning Complaints

There’s a right way and a wrong way for certified food managers to take phone calls concerning a possible food poisoning case. You should never start by assuming that the guest may have been sickened at home or at another restaurant. Taking the strategy that they may be at fault will instantly put them on the defensive. It’s also important not to be apathetic towards the situation, but rather act in a professional manner. When a guest complains of foodborne illness, the certified food protection manager should:

  • Be sympathetic
  • Gather as many details on their dining experience as possible
  • Assess the time frame between their patronage and symptoms
  • Offer to look into the situation
  • Promise to follow up with them if requested

CFPMs being concerned for your guests will show that you care about the safety of your food. We’re not talking about admitting fault without investigating, we’re simply talking about being sympathetic to the situation.

Details will be important, and they’ll also show that you’re taking the situation seriously. Make sure you find out when they dined in your establishment, what they ordered and how long afterward they experienced symptoms. It might also be a good idea to ask if anyone else in their party ordered the same menu items and if they experienced any symptoms. The timing and symptoms will be an important detail to note as it could pinpoint the type of pathogen that may have affected them.

After taking down this information, take the time to assess the possibility that this illness could have come from your restaurant. As a certified food protection manager, you should review food handling procedures for the product in question. If you find questionable practices or a gap in food safety training, you should address them as soon as possible.

Finally, certified food protection managers should follow up with your guest if they request it. If they’ve seen a doctor for symptoms and the diagnosis is a foodborne illness, address whether it is plausible the source was your facility. If you receive multiple complaints, you need to work with your local health department to resolve the issue.

As a CFPM how do you deal with foodborne illness reports?

New Food Safety Management Training For Facilities Serving Susceptible Populations

New Food Safety Management Training For Facilities Serving Susceptible Populations

/0 Comments/in , /by

Some recent updates to guidelines involving facilities that house or serve susceptible populations, and a few of those updates directly address food safety management training in these types of businesses. It may not be a rewrite of the actual code, but the Minnesota Department of Health has cleared up and outlined equipment guidelines for assisted living facilities and other outlets that specialize in serving those that may be more prone to foodborne illnesses.

New Food Safety Management Training For Facilities Serving Susceptible Populations
Image credit: snvv via 123rf

New Kitchen Equipment Standards For Facilities Serving Susceptible Populations Will Impact Food Safety Management Training

Most kitchen equipment can be broken down into two categories:

  • Food preparation surfaces
  • Preparation equipment

Proper food safety management training for both of these categories must be certified or classified for proper sanitation by ANSI standards. When talking about food preparation surfaces, surfaces in medical facilities, child care centers, and senior activity centers must be:

  • Corrosion-resistant
  • Able to withstand repeated washing and sanitation
  • Finished with a smooth, cleanable surface
  • Resistant to scratching, pitting and other types of damage from contact with utensils

Food contact surfaces not only include cutting and mixing surfaces, but also include equipment that contains a surface that cooks food. Flattop grills, steam kettles and other devices that cook food must meet these standards. Food preparation equipment outside of preparation surfaces can include:

  • Walk-in refrigerators and freezers
  • Mechanical warewashing machines
  • Ice machines
  • Cooking equipment besides microwaves and toasters

With few exceptions, most cooking and mechanical equipment used to prepare food in facilities that serve a susceptible population must meet an ANSI standard. Food safety management training will point you to a sticker or emblem somewhere on your equipment that shows if it has been certified. Common certifications include:

  • NSF International (NSF)
  • ETl Sanitation
  • Underwriters Laboratory (UL)
  • Baking Industry Sanitation Standards Committee (BISSC)

If you serve susceptible populations have you updated the food safety management training you provide to your staff?