SPEF - Food Services Manual

Southern Plus East Fremantle Manual

Food Services

Casual Dining Procedure

If issues are identified please report them urgently to the Hospitality Lead

1. Turn on lights & air-conditioning, put music / TV on before clients arrive 

2. Set up dining room for breakfast – turn on all lights, toaster etc. 

3. Set up cereal canisters on bench with serving utensils and sugar 

4. Put milk and juice in silver jugs on cold induction plate and glasses next to it 

5. Fill small jugs of milk and water jugs and put on tables, with jams and butter portions 

6. Clients can serve themselves cereal if able or assist if required 

7. Make toast as required butter and spread if required 

8. Serve tea and coffee, clients to serve their own milk and sugar if able 

9. Fresh fruit served if clients require 
10. Clear tables, wipe, stack plates, bowls etc. in clearing trolley – only when over 20 residents, 

glasses and cutlery washed dishwasher in satellite kitchen, clear away breakfast, wipe all 
work surfaces and sweep floor. 
11. Reset tables for lunch as per style guide 

12. Take trolley to main kitchen to restock pantry items and collect morning tea
13. 10.30 set up morning tea trolley with hot water, tea, coffee, milk and morning tea, serve in 

rooms or communal areas.
14. Clear away dishes and wash, clean trolley and restock
15. 11.45 switch on hot/cold induction plates, put hot water in to soup kettle and bain maries put

on induction go to main kitchen to collect hot box
16. Fill & put water jugs on tables, ask if client would like juice

17. Clients can serve themselves lunch if able or staff to serve. Serve tea and coffee.
18. Clear tables, wipe down tables and set for dinner using style guides, sweep floors, clean

benches and both sinks
19. Wipe down chairs after all meals to get rid of sticky marks and newspaper print

20. Fill in fridge temperature forms and cleaning schedule
21. Check, clean coffee machines in vending room and sitting room, wash crockery, clean up

kitchen
22. 2.00pm Set up Afternoon tea trolley as per morning tea, collect afternoon tea from main
kitchen
23. Serve afternoon tea where residents are and then collect dishes and wash

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24. Wipe down trolley and restock 
25. Empty rubbish bins, replace bags, mop floor in dining room, drain and refill dishwasher 
26. Fold napkins sent up from laundry, store in drawer 
27. Wipe down walls, window sills, and general room clean where needed. 
28. 4pm switch on induction plates for dinner, get out utensils, 4.45 collect hot box for dinner 
29. Serve dinner in induction warmers, clients can serve themselves if able, serve tea and

coffee after dessert
30. Clear plates, stack in clearing trolley, wash cutlery and crockery in satellite kitchen 
31. Clear and wipe all tables, benches, both sinks 
32. Set tables for breakfast using style guide, including refilled sugar and jams 
33. Sweep floors, turn off music, tv , air conditioning and lights 

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Document Control Date Owner Approver
Revision Description of Revision 19/09/2018 GM Residential GM Residential
1.0 First release

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Family Functions Service Procedure

If issues are identified please report them urgently to the Hospitality Lead 

FAMILY FUNCTIONS 
1. Check function area is clean 
2. Check numbers for functions 
3. Check dietary requirements 
4. Set up area for function as per requirements 
5. Liaise with kitchen about food and timings 
6. Greet customers 
7. Provide hospitality, drinks and food for function 
8. Tidy up during function 
9. Clear all functions cutlery, crockery etc. back to main kitchen
10. Clean up function area, sweep floors
11. Set up area for next function or back to standard area

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Revision Description of Revision 18/12/2018 GM Residential GM Residential
1.0 First release

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Fine Dining Daily Procedure

If issues are identified please report them urgently to the Hospitality Lead 

Fine Dining 

1. Turn on lights and air-conditioning, put music / TV on before clients arrive. 
2. Check set up of dining room. 
3. Check bookings and allocate seats with name tags. 
4. Stock wine and soft drinks in fridge. 
5. Check menu with chef. 
6. Seat residents as they enter. 
7. Offer drinks – beer, wine, soft drink etc. 
8. Put warm bread on tables with butter. 
9. Serve entrée from kitchen. 
10. Clear tables. Take stacked dishes to main kitchen.
11. Serve main meal asking resident which selection they would prefer. 
12. Clear main meal.
13. Serve dessert, offer tea and coffee. 
14. Clear away all dishes, take to main kitchen for washing. Glassware can be put through the 

dishwasher in fine dining kitchen. 
15. Send table cloths to laundry if necessary. 
16. Reset tables for next service. 
17. Sweep floor. 
18. Clean kitchen area, restocking wines etc. 
19. Bring crockery back from main kitchen.
20. Empty and clean dishwasher.
21. Fill out paperwork and cleaning schedule.
22 Turn off lights and air-conditioning.

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Residential Fine Dining Daily

Document Control Date Owner Approver
Revision Description of Revision 18/12/2018
1.0 First release GM Service Delivery GM
Residential

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Food Allergy Procedure

1. Purpose

The purpose of this document is:

 To ensure all clients that are sensitive to particular foods are not exposed to them through meals
and foods provided.

2. Scope

Site/Operations

 Site Manager

3. Food Allergy and Intolerance

Some people are sensitive to particular foods like nuts, shellfish and cereals. The symptoms of
food allergy can include breathing problems, stomach upsets and skin rashes. They are caused
by an immune system response or a chemical reaction in the body. Some severe food allergies
can be life threatening. Professional diagnosis is important, because other medical conditions
may share the same symptoms. Most reactions to food are actually food intolerance. About
one in 100 adults have food allergies.

3.1 Allergen is an Immune Response

 Allergies are an over-reaction of the body’s immune system to a specific part of a food, usually
protein.

 Proteins may be from foods, pollens, house dust, animal hair or moulds and are called allergens.

 The word ‘allergy’ means that the immune system has responded to a harmless substance as if it
were toxic.

3.2 Common Causes of Food Allergy

Nuts, eggs, milk or soy cause about 90 per cent of food allergies. These foods commonly
cause allergies:

 Eggs;
 Peanuts;
 Milk;
 Other Nuts;
 Sesame;

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 Gluten;

 Fish;

 Grains, such as rye, wheat, oats.;

 Soy;

 Molluscs, such as oysters, mussels, clam, squid and octopus

 Crustaceans, such a lobster, prawn, crab, shrimp; and

 Food additives like benzoates, salicylates, MSG and sulphite derivatives.

3.3 Food Intolerance is a Chemical Reaction

 Food intolerance is a ‘chemical’ reaction that some people have after eating or drinking some
foods; it is not an immune response.

 Food intolerance has been associated with asthma, chronic fatigue syndrome and irritable bowel
syndrome (IBS).

 Food intolerance is much more common than food allergy.

Common causes of food intolerance: The foods that tend to cause intolerance reactions in
sensitive people include:

 Dairy products, including milk, cheese and yoghurt;

 Chocolate;

 Eggs, particularly egg white;

 Flavour enhancers such as MSG (monosodium glutamate);

 Food additives;

 Strawberries, citrus fruits and tomatoes;

 Wine, particularly red wine; and

 Histamine and other amines in some foods.

3.4 Symptoms Can Be Similar
Symptoms of food allergies and food intolerances are hard to distinguish.
Usually symptoms caused by food allergy develop very soon after consuming the food, but,
while symptoms caused by food intolerance can be immediate, they may also take 12 – 24
hours to develop.
Food intolerance reactions are usually related to the amount of the food consumed. They may
not occur until a certain amount (threshold) level of the food is eaten, but this amount varies for
each person.

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3.4.1 Symptoms of food intolerance
Symptoms of food intolerance can include:

 Nervousness, tremor
 Sweating
 Palpitations
 Rapid Breathing
 Headache, migraine
 Diarrhoea
 Burning sensations on the skin
 Tightness across the face and chest
 Breathing problems – asthma-like symptoms
 Allergy-like reactions

3.4.2 Symptoms of Food Allergy
The symptoms of food allergy can be life threatening. Common symptoms include:

 Itching, burning and swelling around the mouth
 Runny nose
 Skin rash (eczema)
 Hives (urticarial – skin becomes red and raised)
 Diarrhoea, abdominal cramps
 Breathing difficulties, including wheezing and asthma
 Vomiting, nausea

3.5 Affected Body Parts
Various sites on the body can be affected by an allergic reaction to food, including:

 Eyes – itching, watering
 Nose – stuffiness, sneezing
 Mouth – itching, swelling
 Throat – swelling
 Digestive system – stomach pains, vomiting, diarrhoea
 Skin – rashes, such as hives (urticaria) or atopic dermatitis

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 Lungs – asthma, more common in children than adults

 Central nervous system – headache, irritability, fatigue, convulsions

3.6 Anaphylactic Shock is Life Threatening
Anaphylaxis or anaphylactic shock is a severe allergic reaction that needs urgent medical
attention. Peanuts, other nuts, insect stings and some medicines are the most common
allergens that cause anaphylaxis. Within minutes of exposure to the allergen, the person can
have potentially life-threatening symptoms, which include:

 Difficult or noisy breathing;

 Swelling of the tongue;

 Swelling or tightness in the throat;

 Difficulty talking or a hoarse voice;

 Wheeze or persistent cough;

 Loss of consciousness or collapse;

 Several factors can influence the severity of anaphylaxis, including alcohol, the amount of food
eaten, and how food is prepared and consumed;

 To prevent severe injury or death, a person with anaphylaxis requires an injection of adrenalin;
and

 Injections of adrenalin can be given by the person themselves, their family or care staff.

3.7 Avoiding the Food
The easiest way to treat a food allergy or intolerance is to eliminate it from the diet. Sometimes,
the body can tolerate the food if it is avoided for a time, then reintroduced in small doses,
particularly for food intolerances – this should be done under medical supervision. Before foods
are eliminated from a care recipient’s diet, advice from a doctor and dietician should be sought
Allergens that must be identified and controlled under the Food Standards Codes are:

 Cereals containing gluten and their products (e.g. wheat, rye, barley, oats and spelt and their
hybridised strains);

 Crustacea and their products;

 Egg and egg products;

 Fish, shellfish and fish products;

 Milk and milk products;

 Peanuts and soybeans, and their products;

 Added sulphites in concentrations of 10mg/kg or more; and

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 Tree nuts and sesame seeds and their products other than coconut from the fruit of the palm
Cocos nucifera.

3.8 Tips to Avoid Foods that may Cause Allergies
To avoid allergic foods, learn the terms used to describe these foods on food labels, for
example:

 Milk protein – milk, non-fat milk solids, cheese, yoghurt, caseinates, whey, lactose;
 Lactose – milk, lactose;
 Egg – eggs, egg albumen, egg yolk, egg lecithin;
 Gluten – wheat, barley, rye, triticale, wheat bran, malt, oats, cornflour, oat bran;
 Soy – soybeans, hydrolysed vegetable protein, soy protein isolate, soy lecithin; and
 Salicylates – strawberries, tomatoes.

3.9 Food Laws and Labels
Since December 2002, the Australia New Zealand Food Standards Code requires food labels to
declare certain foods and certain substances in foods, including:

 Cereals that contain gluten and gluten products;
 Crustacea and their products;
 Eggs and egg products;
 Fish and fish products;
 Milk and milk products;
 Nuts and sesame seeds and their products;
 Peanuts and soybeans and their products;
 Added sulphites in concentrations of 10mg/kg or more; and
 Royal jelly, presented as food or present in food, bee pollen and propolis.
These foods must be declared if they are:

 Used as an ingredient;
 Part of a compound ingredient;
 A food additive or part of a food additive; and
 A processing aid or part of a processing aid.
All labels should be checked when preparing food items for care recipients with an allergy
or food intolerance.

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4. Steps – Allergen/Food Intolerance Control

 Menus are designed to reduce the risk of allergens and food intolerance.

 Store products that contain allergens in a manner that will not contaminate allergen-free products.

 Ensure all staff are able to identify the allergens on site including those that are present in dry
ingredients. This includes those products that are labelled with an allergen declaration or
allergen warning.

 Recipes are used to easily identify products used which may cause allergens/food intolerance.

 Cross contact of allergens should be controlled by:

o Before preparing allergen-free meals, washing hands thoroughly with soap and warm water
and drying thoroughly – clean gloves may be used as an additional barrier;

o where practical, using separate cookware (including frying oil, toasters, etc.), equipment
and utensils for preparing and serving meals containing allergens and allergy-free meals;

o thoroughly washing, rinsing and sanitising all cookware, utensils and equipment in between
meal times;

o covering allergen-free meals to avoid cross contact with other meals containing allergens;
and

o providing adequate cleaning/flushing between batches of food containing allergens.

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Document Control Date Owner Approver
Revision Description of Revision 22/05/2018 Natasha Keirnan Carole Bain
1.0 First release

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Food Services – Food Storage Procedure
Procedure

1. Purpose

The purpose of this document is to ensure that all food is stored at the correct temperature to
minimise deterioration in product quality and to prevent the service of unsafe food.

2. Steps

When performing food storage, it is the responsibility of all food service employees to follow
these steps:

Step Description
Inspection
Storage Facilities  All food items taken into storage shall first be inspected according to the
Incoming Goods Inspection procedure to verify that the items received
Protection of Food are of an acceptable quality standard and clearly labelled. This includes
checking “use by dates” and / or “best before dates” to ensure there is
sufficient shelf life left on the product for the anticipated storage time.

 All food items in storage are subject to inspection to verify that stored
food items continue to be of an acceptable quality standard.

 Any damaged / out of date stock shall be disposed of or returned to the
supplier.

 All locations in which food is stored shall be maintained in a clean and
hygienic condition. Where possible, all food shall be stored off the floor
on racks in a secure area. All reasonable steps shall be taken, such as
employee awareness, to prevent unauthorised access to food storage
areas. All equipment used to store hot or cold food shall be checked
daily to verify that food is being stored at a safe temperature.

 All incoming food stocks shall be placed behind existing stock of the
same item, to ensure rotation of stock, and that all stock of a particular
item is stored at the same location.

 To reduce the amount of heavy lifting, heavy items > 5kg should be
placed below shoulder height. Bulk dry goods such as flour and sugar
should be stored in covered, labelled bins once bags have been opened.
Smaller bags / cartons shall be resealed after use to prevent
contamination. If decanting into another container, use by dates and a
label must be kept in case of product recall. Wherever possible, all fruit
and vegetables shall be stored in a cool, dry, well-ventilated area on
racks off the ground. Particular attention must be made to the rotation of
these products due to accelerated deterioration in hot weather.

 All food shall be protected from contamination by persons, dust, strong
odours, etc. Such protection shall include the original packaging and / or
the use of sealed tubs where appropriate.

 Raw / thawing meat shall be stored below other food to prevent it
dripping onto and contaminating other food. Food items such as dairy
products that readily absorb flavours shall be covered with film wrap to
prevent contamination.

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Residential Food Services – Food Storage Procedure
Step
Segregation Description

Use-By Dates  Food items with strong flavours shall not be stored near food items that
readily absorb flavours . Cleaning chemicals shall not be stored near
food items.

 The allergenic content of foods shall also be considered when allocating
the storage location. Foods should be stored so that the more allergenic
products are located on the lower shelves so that they do not spill into
other products.

 Extra care should be taken when handling powders containing allergens
as these can become airborne and contaminate several other products.

A “use-by date” means ‘the date which signifies the end of the estimated
period, if stored in accordance with any stated storage conditions, after
which the intact package of food should not be consumed because of health
and safety reasons’. Thus, it is an offence to sell packaged food past its
use-by date and this form of date marking is tied to food safety. The “use by
date” is only valid whilst the package is intact.

All chilled and potentially hazardous food items must have a “use by date”
label associated with their packaging. Suppliers should be contacted
directly for the shelf life of specific products / brands and if required must be
able to produce documentation which validates the “use by date” for their
product.

 No food items are to be used for human consumption if the “use by date”
has been exceeded;

 If such food items are delivered, they must be identified, labelled with
rejected stickers, segregated from other foods and then returned to the
supplier if practicable to do so;

 Foods with a “use by date” shall be labelled with a day dot sticker and
date, once the packaging has been opened;

 Where available, the label instructions for “recommended usage” date
shall be followed up to a maximum of 3 days following the packaging
being opened. For example, the label on a carton of milk will sometimes
state that it would need to be consumed within 4 days of opening
however our sites shall dispose of that product after 3 days has elapsed
since the opening of the product. This is also conditional upon the
product being stored at the recommended temperature;

 If transferring the product into another container for storage purposes, a
day dot sticker with date is required to be affixed to the container and the
product may be used within 3 days or the or by the use by date
depending upon which is the lesser;

 High-risk food that has been prepared on site (with the exception of
freshly chilled cooked meat) shall be used within 3 days of processing or
by the use by date depending upon which is the lesser;

 High risk food such as purchased pre-sliced cold meat, or pre-packed
salads, must be used within 7 days from the date of packaging;

 After opening, High Risk foods purchased from a supplier (e.g. raw
meat) must be stored no longer than 3 days, unless the product
specification advises of a shorter shelf life, in which case the shorter
shelf life shall prevail. Supply chain are responsible for maintaining
product specifications and ensuring approved suppliers have validated
the recommended shelf life; and

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Step Description

Best-Before Dates The “best-before date” is the open date which most packaged foods carry
and is defined as ‘the date which signifies the end of the period during which
the intact package of food if stored in accordance with any stated storage
conditions, will remain fully marketable and will retain any specific qualities
for which express or implied claims have been made’. The “best before
date” is only valid whilst the package is intact.

 Foods with a “best before date” shall be labelled with a day dot sticker
and date, once the packaging has been opened;

 Where available, label instructions for “recommended usage” date shall
be followed after opening the package. For example, some condiments
require refrigeration after opening and may provide shelf life instructions
as well;

 If transferring the product into another container for storage purposes,
the “recommended usage” date shall be placed onto the product, as well
as a day dot sticker with a date (salt and pepper shakers, and ice cubes
are an exception to this rule). In addition, the product name should be
recorded onto the container to ensure accurate identification and ease of
tracking product during times of food recall. Employees are to ensure
that relevant stock rotation principles apply and that products are not
being merely ‘topped up’; this can be assured in the entire bag is placed
in an individual storage container;

 Where there are no label instructions for recommended usage, an
assessment of the suitability of the product shall be made on quality
indicators which may include the following:

1. Discolouration;

2. Off or unpleasant flavours / smells;

3. Changes in texture; e.g. slimy, soft;

4. Lumps in powders, flours, liquids;

5. Freezer burn;

6. Bubbling of liquid;

7. Mouldy appearance; and

8. The presence of weevils, moths, bugs / insects.

 Where any of these quality indicators are identified, the product shall be
safely disposed of; and

 If the person is uncertain of the quality, they shall inform their immediate
supervisor.

Date Coding of Cooked  Meat that has been freshly cooked at the site and then placed in the cool
Meats room for further storage shall be labelled with a coloured day dot sticker.

 The day dot sticker shall indicate the day and date that the product was
placed in the cool room for chilling.

 Meat prepared and stored in this way shall be used within 2 days (48
hours) of the commencement of the chilling process.

Date Coding of Raw Foods  Food received in an unfrozen state and then frozen on site shall be
to be Frozen labelled with a coloured day dot sticker. The day dot sticker shall
indicate the day and date that the product was placed in the freezer.

 The use by date shall be determined by the company Frozen Food
Storage Guide which is available on pages 9 and 10 of this Procedure.
Upon defrosting, the Date Coding Reference Table shall be used for
defrosted shelf life and a day dot sticker applied with day and date it was
withdrawn from the freezer.

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Date Coding of Raw Foods to be Frozen – Reference Table:

Products Date Code Reference Table Comments
Shelf Life
Freshly chilled cooked meats
prepared on site Two (2) days Date code to indicate the day and date
the product was placed under
refrigeration. Item to be used within
48 hours after commencement of
chilling process.

High Risk Foods prepared and Three (3) days or by the ‘used Date code to indicate the day and date
chilled in process on site by date’, whichever is the the product was placed under
lesser refrigeration. Item to be used within
72 hours after commencement of
chilling process.

Items with a use by date or Three (3) days or by the ‘used Item must be date coded upon
items with a use by date and by date’, whichever is the opening
recommended usage after lesser
opening.

Items with a best before date Recommended usage date to Item must be date coded upon
and recommended usage after be adhered to opening
opening

Items with a best before date Suitability of use to be Item must be date coded upon
and no recommended usage determined by quality opening
date after opening indicators

Items with a best before date Recommended usage date to Item must be date coded upon
and dispensed into another be adhered to and marked on opening
container after opening labelling

Medium / Low Risk Foods (e.g. Suitability of use to be Item must be date coded upon
opening except for non-prepared
non prepared fruit and determined by quality vegetables

vegetables, grains etc.) indicators

High Risk frozen foods thawed Three (3) days or the date The date of freezing and the former
for use (e.g. raw minced meat, interval between date of ‘use by date’ / ’best before date’ /
sausages, small goods, freezing and the ‘use by date’ / ‘preparation date’ are required to be
poultry, seafood and pre-cut ’best before date’ / ‘preparation clearly visible on these products. Item
portioned meat) date’ shall be used as the must be date coded when removed
guide in this instance, from freezer
whichever is the lesser

Raw whole red meat cuts Three (3) days or the date The date of freezing and the former
thawed for use interval between date of ‘use by date’ / ’best before date’ /
freezing and the ‘use by date’ / ‘preparation date’ are required to be
’best before date’ / ‘preparation clearly visible on these products. Item
date’ shall be used as the must be date coded when removed
guide in this instance, from freezer
whichever is the lesser

Vacuum packaged meat Three (3) days or the date The date of freezing and the former
products interval between date of ‘use by date’ / ’best before date’ /
freezing and the ‘use by date’ / ‘preparation date’ are required to be
’best before date’ / ‘preparation clearly visible on these products. Item
date’ shall be used as the must be date coded when removed
guide in this instance, from freezer
whichever is the lesser

Medium / Low risk foods Three (3) days or the date The date of freezing and the former
thawed for use interval between date of ‘use by date’ / ’best before date’ /

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Date Code Reference Table

Products Shelf Life Comments

freezing and the ‘use by date’ / ‘preparation date’ are required to be
’best before date’ / ‘preparation clearly visible on these products. Item
date’ shall be used as the must be date coded when removed
guide in this instance, from freezer
whichever is the lesser

Steps (continued)

Step Description
High Risk Food
 Food that may contain pathogenic microorganisms and will support
formation of toxins or growth of pathogenic micro-organisms.

 Examples include raw meat, fish, poultry and cooked chilled meats.
Other examples include tofu, fresh filled pasta, meat pies, frankfurts,
polony, cooked rice and lasagne (these foods pose a particularly High
Risk if they are not processed or cooked adequately).

Medium Risk Food  Food that may contain pathogenic microorganisms but will not normally
support their growth due to food characteristics; or food that is unlikely to
contain pathogenic microorganisms due to food type or processing but
may support formation of toxins or growth of pathogenic microorganisms.

 Examples include fruits and vegetables, orange juice, canned meats,
pasteurised milk, dairy products, ice cream, peanut butter and milk
based confectionery.

Low Risk Food  Food that is unlikely to contain pathogenic micro-organisms and will not
normally support their growth due to food characteristics.

 Examples include grains and cereals, bread, carbonated beverages,
sugar-based confectionery, alcohol and fats and oils.

Frozen Food Storage Guide

The following is a guide only where food items are stored at <-18°C or below. Should the
freezer temperature or the product temperature be warmer than <-18°C for any extended period
the shelf life of the product may be significantly decreased by as much as 50 %. To determine
whether the product is suitable for consumption, the ‘use by date / best before date’ for the
frozen product together with relevant quality indicators for the frozen product should be adhered
to.

Food Freezer Life-Span (Months) at ≤-18°C

Fish (raw) 1
Cooked prawns, scallops 2
Oily fish (salmon, trout) 2-4
Shellfish 6
White fish (cod, perch)
Poultry (raw) 6
Chicken pieces 12
Chicken whole 1-2
Chicken whole and stuffed 3
Duck 3
Goose

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Residential Food Services – Food Storage Procedure

Food Freezer Life-Span (Months) at ≤-18°C
1-2
Other game (small) 9
Other game (large)
Meat (raw) 3
Beef - minced 1
Beef - minced and seasoned 6-12
Beef - steaks, roasts 3-6
Beef - stewing 1-2
Cured / smoked meat (bacon, prosciutto, ham) 6-9
Lamb 3-6
Pork - roasts, chops 2
Pork - minced 2-3
Sausages 6-9
Veal
Cooked foods 2
Leftover meats 3
Meat casseroles 1-3
Poultry 3
Rice / Pasta 4
Soups 3-6
Vegetarian casseroles
Baked goods 8
Bread (all types) 4
Cakes, biscuits 12
Fruits and vegetables 8
Pastries, scones 4-6
Pies 6 weeks
Sandwiches 2
Uncooked pastry dough
Dairy products 12
Butter - salted 3
Butter - unsalted 1
Cream 3
Egg white 3
Firm cheese, processed, grated 6
Margarine 6 weeks
Milk

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Residential Food Services – Food Storage Procedure

Document Control Date Owner Approver
Revision Description of Revision Michael Jordon
1.0 First release 22/05/2018 Natasha Keirnan

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Food Services – Food / Meal Procedure
Preparation

1. Purpose

The purpose of this document is to ensure all food and meals are prepared and served in a food
safe manner.

2. Scope

Site/Operations

 Hospitality Lead / Sous Chef

3. Steps Description

Food Preparation  When freezing food it should be cut or placed into small portions
# Step to allow it to freeze and thaw quickly.
1.1 Thawing Frozen Food
 Food should be thawed in the refrigerator to ensure food remains
1.2 Thawing Frozen Food in cold during thawing (<5⁰C) which helps to reduce bacterial growth.
the Microwave
 Place a label on thawing food identifying start time for thawing.
 Allow sufficient time for complete thawing.
 Food to be thawed must be placed in a leak proof container

covered on the lowest shelf to avoid contamination of other food
items.
 When thawing ensure no other food is likely to become
contaminated by the liquids from the thawing food.
 If thawing of food is required quickly, staff can thaw it in the
microwave using the defrost cycle.
 Food thawed in the microwave is cooked immediately.
 Never re-freeze thawed food.
 Refer also to Storage (4.3)

Thawing must only be done in a microwave if the food is to be served
or cooked immediately. This method is only suitable for thawing of
small portions.
 Remove frozen food from the freezer.
 If appropriate remove all wrappings or packaging (always check

any manufacturing instructions).
 Place food in a microwave dish, plate, tray or other container.
 Defrost in the microwave (refer to manufacturers and equipment

instructions), and
 Check that the food is completely thawed before use by feel and

measuring the core temperature (refer A. Thawing Frozen Food).

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Residential Food Services – Food / Meal Preparation

Food Preparation

# Step Description

1.3 Preparation  Inspect all fresh produce prior to use and remove dirty, cut,
mouldy and bruised stock. Wash all fruit and vegetables under
running potable water, remove soil, bacteria, insects and
chemicals.

 Packaged pre-cut vegetables, fruit and salads may be served with
a shelf life limited to no more than 7 days from the date of
packaging.

 Serve seed sprouts only if they are cooked.

 It is recommended that all fruit and vegetables that are not going
to be cooked are sanitised prior to cutting by soaking in a
chlorinated solution sanitiser for fresh produce as recommended
and provided by Southern Cross Care chemical provider.

 Raw food is prepared separately from ready-to-eat food, using
separate sanitised utensils, chopping boards and other
equipment. If this is not possible, staff must thoroughly wash the
equipment in hot water and detergent and sanitise between uses.

1.4 Chopping Boards & Utensil The correct chopping board MUST be used for each food type:
Preparation

Food Type Colour of Chopping
Board
Cheese and Sandwiches White
Seafood Blue
Raw Meats Red
Cooked Poultry Yellow
Cooked Meats Brown
Fruit & Vegetables Green

 Avoid touching food with hands between food types – use food
handling utensils.

 Raw food which is to be cooked can be safely handled with clean
hands. However, staff must use utensils such as, tongs, spoons
or wear clean disposable gloves when handling cooked or ready-
to-eat food for example, salads, sandwiches.

 Utensils such as spoons used for tasting must be cleaned and
sanitised between tastes.

 Fluid supplements and fortified drinks are prepared using the
same principles as above. Pasteurised egg pulp is used instead
of raw eggs.

 Food must be prepared with consideration to care recipients
having allergies, food intolerances or cultural requirements for
example; eggs or peanuts and special cultural or nutritional needs
such as no pork or diabetic. Refer to 4.5 Food Allergy and
Intolerance.

 High Risk food must not be kept in the temperature danger zone
(5⁰C - 60⁰C) for any longer than is absolutely necessary.

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Residential Food Services – Food / Meal Preparation
Food Preparation
# Step Description
1.5 2/4 Hour Rule Any ready-to-eat high risk food that has been between 5⁰C - 60⁰C

1.6 Cooking Total time between Action
5⁰C - 60⁰C
1.7 Induction Plates Refrigerate or use immediately
Less than 2 hours Use immediately or throw out

Between 2 hours and 4 Throw out
hours

More than 4 hours

 Food is prepared and cooked according to the Standard recipes to
ensure consistency and quality of the products.

 The recipes are tested to ensure they are capable of achieving a
minimum core temperature of 75⁰C. Refer also to Record 9 Food
Temperature Monitoring Record

 All food items must be cooked to a core temperature of >75⁰C

 Gravies, sauces, wet dishes and soups must be cooked to a core
temperature of >75⁰C or Rapid Boil (RB)

 Ensure all items are cooked as soon as possible and that meat,
eggs, and dairy products are cooked thoroughly. The juice of the
meat should run clear.

 Meals must be cooked as close to the time of serving as possible.

 The handling of cooked foods should be minimised to prevent
cross contamination.

 Induction plates are used to hold the temperature of cooked food
at 60⁰C or above.

 Induction plates must not be used to heat food.

 Pre-heat the induction plate prior to placing food in the trays (refer
to manufacturer’s instructions).

 Cook food to a core temperature of >75⁰C prior to placing on the
induction plate.

 Do not overfill trays.

 Do not tip fresh batches of food in with old batches to prevent
cross contamination.

 Use separate utensils for each food item to prevent cross
contamination.

 Ensure food held is stirred to ensure temperature is even
throughout the product.

 Supervise/monitor the food to ensure it does not become
contaminated

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Residential Food Services – Food / Meal Preparation
Food Preparation
# Step Description
1.8 Refrigerator Cooling
 Cooked food is to be cooled rapidly to ensure time in the danger
1.9 Blast Chilling zone is reduced.

 Food should not be left at room temperature for longer than 1
hour, at which time it should be refrigerated to ensure core
temperature of 5⁰C is reached as soon as possible.

 Cooked food is cooled from 60⁰C to 21⁰C within 2 hours and then
from 21⁰C to 5⁰C or less within a further 4 hours, so that cooked
food is cooled to 5⁰C or less within 6 hours. If this does not occur
the food must be discarded.

 Large portions of food can be cooled quicker by placing them in a
shallow tray, no deeper than 10cm, or by dividing the food into
smaller portions.

 Food which is to be served cold, such as sweets, salads or
sandwiches, must be stored at 5⁰C or less at all times.

 Once food has reached 5⁰C it can be placed in the freezer

 Cook chill foods should have a ‘use-by’ date to indicate the end of
shelf life, not a ‘best before’ date.

 Each batch should be clearly marked with the date of production
and the ‘use-by’ date.

 All cook chill foods that have not been consumed after reheating
and serving should be discarded.

 Monitor and record on Record 9A Cooling Monitoring Record

Food can be left to cool at room temperature until it drops
to 60⁰C

60⁰C to 21⁰C Within 2 hours in refrigerator

21⁰C to 5⁰C Within a further 4 hours in refrigerator

5⁰C or less Can be placed in the freezer

 Blast chilling uses cold convected air to rapidly cool cooked foods
from 60⁰C to 5⁰C in less than 2 hours.

 Blast chillers work by either pulling heat from cooked foods or by
blowing cold air directly onto foods to chill them.

 Blast chilling food is an effective and efficient defence against
potential hazards of food that has not been properly chilled.

 Blast chilling preserves the quality and appearance of items which
are dense or hard to cool such as casseroles. Products with
ingredients that spoil quickly such as eggs, mayonnaise, cheese
or cream cheese are perfect candidates for blast chilling.

 Once food has reached 5⁰C it can be placed in the freezer.

 Blast chilled foods should have a ‘use-by’ date to indicate the end
of shelf life, not a ‘best-before’ date.

 Each batch should be clearly marked with the date of production
and the ‘use-by’ date.

 All blast chilled foods that have not been consumed after
reheating and serving should be discarded.

 Monitor and Record on the Record 9A Cooling Monitoring Record

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Residential Food Services – Food / Meal Preparation

Food Preparation Description
# Step
1.10 Reheating  Food must be reheated quickly to a core temperature of 75⁰C or
more.
1.11 Portioning and Serving
 Food must not be cooled, and then reheated a second time.
1.12 Freezing
 Reheated food must be served on the day it has been reheated.
 Leftovers must not be cooled and reheated a second time but are

to be discarded.

 Food may be reheated in a microwave and in this case the
internal temperature should reach over 75⁰C and food left to stand
for 1 minute.

 Foods that are reheated after blast chilling are consistent in
appearance, taste, smell, tenderness and humidity.

 To ensure the food does not remain in the temperature danger
zone for >1hour, only remove enough for service or portioning at
any one time.

 Food should be plated and served in the shortest time practicable,
maintaining the temperature of cold food at 5⁰C or below and hot
food at 60⁰C or above. Ideally these temperatures should be
maintained from preparation to serving.

 All cutlery, crockery and eating utensils must be clean and not
damaged.

 Serve meals according to the Care Recipients Nutrition and
Hydration Care Plan for each resident.

 Glasses and cups should not be handled near the drinking edge.

 Plates should be held by the rim and contact with food avoided.
 Discard any chipped or cracked crockery/glassware
 The food should be presented in such a manner as to be visually

and aromatically stimulating. Colour is important to the overall
effect of the meal so garnishes such as parsley and mint are
recommended.
 Plated meals that are not under temperature control – follow the
2/4 hour rule.

 When freezing food it should be cut or placed into small portions
to allow it to freeze quickly.

 Never re-freeze thawed items.
 Food items must be cooled to 5⁰C before placing in the freezer.
 Ensure items are labelled with product information and production

date prior to placing in the freezer.

 Ensure frozen items are not kept in the freezer for extended
period of time – refer 4.3 Storage, E. Use By-Best Before.

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Residential Food Services – Food / Meal Preparation

Food Preparation Description
# Step
1.13 Eggs  Never buy or use cracked, damaged or dirty eggs as bacteria on
the outside of the egg may enter the egg through the cracks that
may be too fine to see.

 Always store eggs in the fridge in their own cartons/packaging.
 When storing and handling eggs take the same precautions as

you would when handling and preparing raw chicken, meat,
seafood or dairy products:
 Always buy and use eggs before the ‘best-before’ date.
 Thoroughly clean your hands, food areas, work surfaces, dishes,
utensils and cleaning cloth are working with eggs and especially
after egg spills.
 Serve hot dishes containing eggs straight away, or cool them
rapidly (refer I.Cooling) and keep them refrigerated until they are
eaten.
 Cook eggs and food containing eggs until they are cooked (over
75⁰C) all the way through.
 Use pasteurised egg products in foods that will not be cooked, or
will only be lightly cooked such as homemade mayonnaise and
dressings, béarnaise and hollandaise sauces,
milkshakes/eggflips, ice cream, mousses, Pavlova, tiramisu and
other desserts containing raw eggs. Alternatively, change to
recipes that do not require raw eggs as an ingredient.

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Residential Food Services – Food / Meal Preparation

Document Control Date Owner Approver
Revision Description of Revision 24/05/2018 Natasha Keirnan Carol Bain
1.0 First release

SP-RES-PRO-0007 1.0 24/05/2018 GM Residential 7 of 7

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Food Services – Texture Modified Procedure
Meals

1. Purpose

The purpose of this document is to ensure clients with chewing and swallowing difficulties
receive the correct nutrition in the form of modified meals.

2. Scope

Site/Operations

 Hospitality Lead / Clinical Lead

3. Steps

3.1 Texture Modified Meals

Texture modified foods, such as pureed or minced/mashed foods for care recipients with
chewing and swallowing difficulties are at greater risk of bacterial contamination as they require
additional handling and a drop in temperature occurs during the texture modified process.

Texture Modified Meals Description
# Step
1 Texture Modification  Involves extra handling after the food has been cooked increasing
the potential for cross contamination.

 Will redistribute any micro-organisms that may be present on the
surface of the food throughout the entire portion.

 The process causes a decrease in product temperature to those that
are ideal for bacterial growth.

 Can often occur hours before meal time, allowing sufficient time for
bacteria to grow.

 Equipment is often difficult to clean, increasing the potential for
cross contamination.

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Residential Food Services – Texture Modified Meals

Texture Modified Meals Description

# Step What needs to be checked:

2 Texture Modification –  Wash hands thoroughly with soap and hot water and dry thoroughly
What Needs to Be before putting on clean gloves.
Checked
 Use a separate processing area away from raw meats, fruits and
vegetables.

 Add modified starches or powdered protein during the cooking
process.

 Thoroughly cook food to core temperature of at least 75⁰C or Rapid
Boil (RB)

 Textures modify the food immediately after cooking, using clean
sanitised equipment.

 Reheat textured modified food to 75⁰C before serving or plating.

 The reheating of texture modified food is required to be verified on
the Record 9 Food Temperature Monitoring Record

 If textured modified meals are prepared before meal service such as
in the morning for evening service, these must undergo the cooling
step ( refer I Cooling) and temperatures taken and recorded on the
Record 9A Cooling Monitoring Record

 Do not store chilled modified foods for more than 2 day

3.2 Liquid Food, Nutritional Supplements and Milkshakes

Liquid Food, Nutritional Supplements and Milkshakes

# Step Description

1 Preparation Guidelines The preparation of nutritional supplements and milk shakes requires
special attention, as the aged are vulnerable to food borne pathogens.
The following steps need to be taken to ensure reconstituted foods are
handled safely.

These guidelines also apply to commercial reconstituted products e.g.
Sustagen:

 Wash hands thoroughly with soap and hot water and dry thoroughly
prior to preparation.

 Clean sanitised equipment is used.
 Make nutritional supplements and milk shakes in an area dedicated

to their preparation.
 Avoid contamination from raw meats, fruit and vegetables.
 Minimise the time that prepared items are left on the bench during

preparation and dispensing.
 Never save any hydrated unfinished items – discard

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Residential Food Services – Texture Modified Meals

Document Control

Revision Description of Revision Date Owner Approver

1.0 First release 24/05/2018 Natasha Keirnan Carol Bain

Supporting Documents

Document No. Document Title
SCC-RIS-FOR-0012
Infection Control

Basic of Principles of Cleaning

Australian Government Department of Health and Ageing: Infection
Control Guidelines for the Prevention of Transmission of Infectious
Diseases in the Health Care Setting, January 2004

Cleaning Standards for Victorian Public Hospitals 2000, Revised
February 2005

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Kitchen Power Outage Procedure

STAGE ONE STAGE TWO STAGE STAGE
First 20 mins THREE FOUR
1hr
• Gather Power Outage 2hrs 3hrs
Temperature Monitoring • Retake All Temperatures
Form in Coolrooms and • Retake All Temperatures •Retake All Temperatures
Freezers • Move Refrigerated Items •Dicuss With The Onsite
• Gather Power Outage Emergency Coordinator When
Emergency Kit. • List All Items Needed For to the Freezer - Minimise Power Will Be Restored - if not
The Menu -use this list to Opening Doors to obtain bagged ice and place in
• Mark Temperatures On The only enter coolrooms and Freezers all freezers to maintain
Form frezzers once. • If Items Have Reached temperatures.
Above 5⁰C Use Within The •Continue to Follow 2/4hr rule
• Advise All Employees Not • Utilize Dry Goods And Non Next 2 Hours or Discard.
To Open Fridge/Frezzers High Risk Foods In Menu
Unless Abosolutly Planing.
Necessary

Continue to monitor temperatures after the three hour mark and contact the Manager Resident and
Client Hospitality Services for further instructions on 0400 718 206

SP-RES-PRO-0014 1.0 17/09/2018 GM Residential 1 of 2
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Residential Kitchen Power Outage

Document Control Date Owner Approver
Revision Description of Revision GM Residential
1.0 First release 17/09/2018 GM Residential

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Morning and Afternoon Tea Daily Procedure

If issues are identified please report them urgently to the Hospitality Lead 

MORNING AND AFTERNOON TEA 

1. Set up trolley with cups, saucers ,cake, biscuits etc.
2. Ensure you have resident dietary requirement form. 
3. Make up jugs of tea, coffee milk etc.
4. Stock wine and soft drinks in fridge. 
5. Serve residents drinks and cake or biscuits where they are – rooms, sitting room, activities, 

theatre.
6. Go back around at end of service to collect dirty crockery.
7. Restock trolley for next service.

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Residential Morning and Afternoon Tea Daily

Document Control Date Owner Approver
GM Residential
Revision Description of Revision 18/12/2018 GM Service Delivery
1.0 First release

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Texture Modified Meals Procedure

1. Purpose

To ensure clients with chewing and swallowing difficulties receive the correct nutrition in the
form of modified meals.

1.1 Texture Modified Meals

Texture modified foods, such as pureed or minced/mashed foods for care recipients with
chewing and swallowing difficulties are at greater risk of bacterial contamination as they require
additional handling and a drop in temperature occurs during the texture modified process.

Texture Modification

 Involves extra handling after the food has been cooked increasing the potential for cross
contamination.

 Will redistribute any micro-organisms that may be present on the surface of the food throughout
the entire portion.

 The process causes a decrease in product temperature to those that are ideal for bacterial
growth.

 Can often occur hours before meal time, allowing sufficient time for bacteria to grow.

 Equipment is often difficult to clean, increasing the potential for cross contamination.

What Needs to be Checked?

 Wash hands thoroughly with soap and hot water and dry thoroughly before putting on clean
gloves.

 Use a separate processing area away from raw meats, fruits and vegetables.

 Add modified starches or powdered protein during the cooking process.

 Thoroughly cook food to core temperature of at least 75⁰C or Rapid Boil (RB).

 Textures modify the food immediately after cooking, using clean sanitised equipment.

 Reheat textured modified food to 75⁰C before serving or plating.

 The reheating of texture modified food is required to be verified on the Record 9 Food
Temperature Monitoring Record.

 If textured modified meals are prepared before meal service such as in the morning for evening
service, these must undergo the cooling step ( refer I Cooling) and temperatures taken and
recorded on the Record 9A Cooling Monitoring Record.

 Do not store chilled modified foods for more than two days.

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Residential Texture Modified Meals

1.2 Liquid Food, Nutritional Supplements and Milk Shakes
The preparation of nutritional supplements and milk shakes requires special attention, as the
aged are vulnerable to food borne pathogens. The following steps need to be taken to ensure
reconstituted foods are handled safely.
These guidelines also apply to commercial reconstituted products eg. Sustagen:

 Wash hands thoroughly with soap and hot water and dry thoroughly prior to preparation.

 Clean sanitised equipment is used.

 Make nutritional supplements and milk shakes in an area dedicated to their preparation.

 Avoid contamination from raw meats, fruit and vegetables.

 Minimise the time that prepared items are left on the bench during preparation and dispensing.

 Never save any hydrated unfinished items – discard

SP-RES-PRO-0025 1.0 10/05/2018 GM Residential 2 of 3

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Residential Texture Modified Meals

Document Control Date Owner Approver
10/05/2018 Natasha Keirnan
Revision Description of Revision
1.0 First version

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