QI in Action: Reducing Food Waste and Improving Food Service Safety in Emergency and Short Stay Departments

We spotlight QI Awards 2025 Winner of the Clinical Excellence and Patient Safety Category.

Food plays an important role in supporting patient recovery and wellbeing, but delivering safe, appropriate and sustainable food services in fast-paced hospital environments can be challenging. 

We are proud to spotlight the winner of the Sustainable Healthcare and Service Delivery category in the 2025 ACHS Quality Improvement Awards, Eastern Health, VIC. 

At Eastern Health in Victoria, Australia, the team identified an opportunity to improve food service processes within the Emergency Department (ED) and Short Stay Unit (SSU) at Box Hill Hospital. The initiative, Improving Food Service Safety and Food Waste in Emergency Departments and Short Stay Units, was recognised with the ACHS Quality Improvement Award 2025 in the Sustainable Healthcare and Service Delivery category. 

The project demonstrated how a practical, patient-focused improvement approach could reduce waste, improve efficiency, and support more sustainable healthcare delivery. 

The Challenge 

Eastern Health provides approximately 1,200 meals each day across its services. The food services team noticed that ED and SSU had significantly higher levels of food waste compared with other areas of the hospital. 

Unlike inpatient wards supported by electronic menu management systems, ED and SSU required a different approach to food ordering and delivery. A standardised process was not in place, which meant a fixed number of hot meals were often prepared and delivered regardless of patient demand. 

As a result, many meals were returned untouched, creating unnecessary food waste and reducing the efficiency of the service. 

The team recognised that improving the process required a better understanding of patient needs, clinical workflows, and the practical challenges faced by staff. 
 

The Improvement Approach 

A multidisciplinary team involving food services, dietetics, clinical staff, support services and ED leadership came together to review the existing process and identify opportunities for improvement. 

Using a collaborative approach, the team engaged with patients and staff to understand what mattered most and what changes would have the greatest impact. 

The team introduced a new food service model where patients in ED and SSU received a default light meal option, including items such as sandwiches and custard, with hot meals available when clinically appropriate or requested. 

This approach provided patients with greater choice while ensuring meals were prepared based on actual demand rather than assumptions. 

The project involved several improvement cycles over approximately 12 months, allowing the team to test, refine and adapt the process based on feedback and data. 

The Results 

The redesigned food service approach delivered significant improvements: 

• Food waste reduced by approximately 35% annually. 

• More than one tonne of food waste was prevented. 

• The initiative achieved approximately $60,000 in annual cost savings. 

• A more sustainable and efficient food service process was established for areas without electronic menu management systems. 

Beyond reducing waste, the project strengthened collaboration between food services and clinical teams and ensured patient experience remained at the centre of decision-making. 

Looking Ahead 

The success of the project has created an adaptable model that can be implemented across other areas of Eastern Health and in healthcare settings facing similar challenges. 

The initiative highlights the impact of combining data, collaboration and patient engagement to create sustainable improvements. 

By listening to patients, working across disciplines and challenging existing processes, Eastern Health demonstrated that small changes in everyday healthcare operations can lead to meaningful improvements in sustainability, efficiency and quality of care. 

Read the full project on pg. 49 of the Quality Initiatives: the 28th ACHS Quality Improvement Awards.  Watch the team accept the QI award at the ACHS Annual Awards Ceremony 2025 here.   
 
Apply for the QI Awards 2026!  
Got an inspiring project you want to share? Applications for the QI Awards 2026 are now open. Learn more or apply here.   
 
Submissions close on Friday 4th September 2026, 5pm AEST (+10:00 GMT)