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How To Guide For CFPMs Dealing With Foodborne Illness Complaints

How To Guide For CFPMs Dealing With Foodborne Illness Complaints

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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
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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?

Revealing Risks In Guest Restrooms For Food Protection Managers

Revealing Risks In Guest Restrooms For Food Protection Managers

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We usually focus on areas of food safety in staff areas of food businesses, but there are health risks that can occur in spaces specifically set aside for guests. Guest restrooms hold the potential to spread illness if not properly cleaned and sanitized. While we’d never suggest that you serve guests in your restrooms, it’s important food protection managers to realize that there are health risks that can arise from the condition of your facilities.

Revealing Risks In Guest Restrooms For Food Protection Managers
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Public Restrooms Sanitization Tips for Food Protection Managers

The cleanliness of your guest restroom greatly influences your guests’ perception of the cleanliness of your entire restaurant. You could have an immaculate kitchen, but if a patron enters an unsanitary restroom, they’ll question whether or not your entire establishment is sanitary. We strongly suggest that you make every effort to keep your public restrooms in the same state as your staff facilities. Every restroom should:

  • Be stocked with plenty of soap and paper towels
  • Be devoid of standing water on counters and floors
  • Have hot water readily available
  • Be regularly inspected for cleanliness
  • Have frequently touched surfaces sanitized often
  • Have a hand washing poster on display

At bare minimum, your guest facilities must be stocked with hot water, soap dispensers and plenty of paper towels. However, food protection managers should consider installing hand-free soap dispensers and hand dryers in their guest facilities. Over the course of your business day, numerous guests will touch soap dispenser pumps with bare hands leaving bacteria and other contaminates on the pump. These will transfer to the hands of other guests. If your guests do not thoroughly wash their hands, these pathogens might remain and cause a health risk when they return to their tables to eat.

Standing water not only makes your restrooms look unsanitary, bacteria can form on countertops that can cause a risk. Your food protection manager should assign staff members to regularly inspect restrooms to ensure this is not the case. During these inspections, they should also check soap and paper towel supply and sanitize door handles. Restroom door handles are constantly touched by unwashed hands and pose the greatest risk for contamination.

Finally, display a poster as a friendly reminder that handwashing is important. This will offer a simple suggestion to guests to wash their hands before returning to their table.

Do you have outlined procedures for keeping guest restrooms clean and sanitary?

Deck the Halls with protocols

Deck The Halls With Protocols

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By Tim Niles, Safe Food Training Lead Trainer and Poet Laureate

It’s late in December
Santa is loading his slay
But he is still concerned
COVID will ruin the day

This crazy year
Has come with a twist
Santa had to create
A much different list

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Daily COVID testing
For both Santa and elves
Has disrupted the supply chain
For stocking the shelves

The reindeer are practicing
Takeoffs and landings
But they are all wearing masks
And it has proved quite demanding

If we run into fog
While pulling the sleigh
A mask covered Rudolph
Will not save the day

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And entering countries
Is getting quite hard
Some want a negative test
And a vaccination card

All of the rituals
Are getting too weird
You try to eat cookies
Through a mask covered beard

How about the mistletoe
A cherished tradition…
It’s just not quite the same
With a plastic partition

Being dressed up in a mall
With a child in my lap
Has been replaced with a Zoom call
Where I look like crap

With the polar ice cap
That is currently cracking
I should skip the whole thing
And get started packing

But just when you think
That Santa might quit
Mrs. Claus rescues the day
By throwing a fit

Think of the kids
And all they’ve been through
They all had to adapt
And be flexible too

So eat a big dinner
And get on the suit
Or else your behind
Will find my foot with a boot

Santa came to his senses
Put a smile on his face
And let his kindness make the world
A much better place

The presents are coming
So no need to fret
But with backorders everywhere
You’ll get what you get

So enjoy all you can
With no more complaining
Happy Holiday to you all
From Safe Food Training

2022 Resolutions Every Food Safety Manager

New Year’s Training Resolutions Every Food Safety Manager Should Make

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2022 is almost upon us, and the time has come to reflect on the past year and set goals for the next one. With that in mind, we feel that 2022 should be the year that every every food safety manager focuses on staff food safety training as part of their New Year’s Resolution. We can join together with other MN certified food protection Managers in an effort to make our food service community the most knowledgeable and safest in the country.

2022 Resolutions Every Food Safety Manager
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Simple Resolutions Every Food Safety Manager can Use to Improve Food Safety Training

When it comes to food safety training, January is a great time commit to a focus on training and the best way to start the new year is to start with the basics. Basic food safety training can go by the wayside over time, so make sure you and your staff review:

It may sound like basic common sense in the food industry, but these three things are the most effective tools we have to prevent foodborne illness. Resolve to not let food safety basics fall by the wayside in 2022.

Another very simple way to resolve to improve your staff’s food safety training knowledge base is to take advantage of food code fact sheets. The Minnesota Department of Health has a fact sheet for nearly any food safety rule that applies to your establishment. Print off copies and post them where appropriate for a quick reminder or store them in a readily available notebook for easy reference.

Finally, nothing beats food safety training from an industry expert. Rather than rely on your previous training, resolve to bring in an expert for a custom training session or send additional staff members to gain their certified food protection manager’s certificate. Nothing will prepare your establishment to protect your guests like training from industry leaders.

Do you have any New Year’s resolutions for 2022?