Year Zero: How to Stabilize Your Operations and Reset the Kitchen Culture After the Contractor Leaves


When Lisa Shoopman and Anne Phillips successfully persuaded their hospital system to convert to self-op FNS, they promised decreased cost of operations and increased patient satisfaction. However, changing the kitchen culture across eight hospitals and two states to achieve those goals would take time - an estimated 3-5 years. To level set executive leadership expectations and ensure a successful transition, they followed a two-stage, four-phased project management approach. The first stage, 'Year Zero,' focuses on maintaining current-state performance and building foundational skills for a successful 'Year One' where innovation, branding and improved metrics could prevail.

Learning Objectives: 
  1. Evaluate operations post-contractor and prioritize operational changes for maximum stability.
  2. Develop processes that incorporate organizational branding, mission, vision, and values. 
  3. Communicate and manage expectations for C-Suite. 
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  • Duration:  1 hour 
  • Accreditation: 1.0 CEU - AND & ANFP 
  • Type: Monthly Webinar

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Course Activities

MEET THE SPEAKERS:

Lisa Shoopman, RDN
Baptist Health

Lisa has over 20 years of experience as a foodservice and environmental service leader. She is the first Associate Vice President of Food & Nutrition Services for Baptist Health (KY), a 9-facility acute-care hospital system based in Louisville, Kentucky. Baptist Health has over 400 points of care in Kentucky, Southern Indiana, Illinois and Tennessee.

Lisa previously was the Director of Hospitality (FNS and EVS) at Baptist Health Floyd before successfully persuading the hospital system to eliminate use of contract management and invest in centralized leadership for both service lines. She has since grown a small, corporate team of food and nutrition experts to support the transition to Baptist Health-managed operations as well as the implementation of FNS technology. In the first year of (rolling*) self-operation, the organization offset cost by $14.4 million.

*CY2024 will be the first full year of self-operation for the organization.

Anne Phillips, MS, RDN
Baptist Health

Anne has almost 10 years of experience as a healthcare foodservice and clinical nutrition leader and almost 20 years' experience in management/leadership. She is currently the Executive Director of Food and Nutrition Services for Baptist Health (KY), a 9-facility acute-care hospital system based in Louisville, Kentucky. Baptist Health has over 400 points of care in Kentucky, Southern Indiana, Illinois and Tennessee.Anne joined the Baptist Health Floyd FNS team as the Patient Services and Clinical Nutrition Manager. Soon after, her role was modified to include FNS strategic planning and project management. Her major projects with Baptist Health (KY) include:

  • the development, branding, and implementation of made-to-order room service and hybrid room service solutions for patient meal service;
  • implementation of an inpatient malnutrition identification and diagnosis program; and
  • transitioning contract-managed food service operations to self-operated.

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