The challenge
Comments about evening meals surfaced repeatedly at handover and in family visits, but reached the kitchen inconsistently; no one saw them as one theme.
What they did
QR cards in the dining room and family lounge; comments landed as one theme (“evening meals”); the deputy manager owned a single action, staggered serving times, with a review date.
What changed
Follow-up time on meal feedback fell 40%; the change was shared back to families (“you said, we did”); the theme, action and outcome sit in one exportable record.
“The comments were always there, now they add up to something we can act on.”