1. Safe Plates Module 11

3. Learning Objectives Identify sources of physical and chemical contamination Describe threats of deliberate contamination Discuss other types of toxins and the risks associated with these. Respond to customer inquiries and complaints

4. Chemical Contamination Cleaning products, sanitizers, polishes, lubricants, and pesticides Proper storage- away from food, utensils, and equipment. Keep them in a separate storage area in original container. Label properly if transferred to another container Careful use during operating hours Consider using conveniently located staging areas Materials Safety Data Sheets

5. Physical Contamination Foreign objects accidentally introduced into the food –Glass, metal from surfaces and utensils, packaging material, rubber gloves, bandages, finger nails… Naturally occurring objects –Bone, shells, dirt and rocks Physical Injury Cross Contamination

6. What is happening? (roughly $6,500)

7. Other types of contamination Naturally Occurring Toxins – Some food can contain toxins that can make people sick, like fish, shellfish, and mushrooms.

8. Naturally Occurring Toxins Fish Toxins: Produced by the fish- puffer fish, moray eels, freshwater minnows Produced by microbes in fish- Histamine/Scromboid from temp. abuse Ciguatoxin- from algae, accumulates in warm water fish Shellfish- Filter feeders – toxins (ASP, DSP, NSP, and PSP)

10. Naturally Occurring Toxins Amnesic Shellfish Poisoning (ASP) – confusion, memory loss, disorientation Diarrheic Shellfish Poisoning (DSP) – chills, nausea, vomiting, cramps, diarrhea Neurotoxic Shellfish Poisoning (NSP) – tingling and numbness lips, tongue, throat, reversal hot/cold sensations Paralytic Shellfish Poisoning (PSP) tingling and numbness

11. Mycotoxin- molds on grains, nuts, and dried fruits Toxin is not destroyed by heat.

12. Deliberate Contamination Food Defense is the prevention of intention contamination of food. Maybe you recall:

14. Addressing Food Defense Be Observant!

15. How can we control these risks? Hazard Analysis Critical Control Points HACCP is a proactive food safety management system for the analysis and control of biological, chemical, and physical hazards from raw material production, procurement and handling, to manufacturing, distribution, and consumption of the finished product. Not mandatory, but laws are the minimum…

16. Hazard Analysis Critical Control Points Many food service operations choose to use this system to minimize risk of contamination. 1) Identify hazards 2) Determine critical control points 3) Set critical limits 4) Establish monitoring procedures 5) Set corrective actions 6) Establish verification procedures 7) Record keeping and documentation Hamburger E. coli Cooking Temp. 155 o F for 15 sec. Temp every batch Heat longer Check its done Prove it!

17. Complaints can be complicated –What really happened? –Who is right? Is anyone right? –What is the appropriate response? Every situation will be different Be prepared to address issues Have staff prepared to address issues Customer Complaints

18. Managers and Customers Are you prepared to handle: Questions about quality Questions about food sources, storage, preparation, ingredients Quality complaints Illness/injury complaints

19. Servers and Customers Your staff may be the first contacted by customers Keep your staffed informed with information commonly asked for by customers Be receptive to questions and complaints. Avoid confrontation or arguments. “I don’t know but I’ll find out” is a great answer… make sure they know where to go for the answer.

20. Preparing for crisis 1)Identify Key Contacts 2)Assess Potential Problems 3)Identify Audiences 4)Communication Material

21. Identify Key Contacts Who Within your business- owners, managers, employees County Public Health- inspector and county leadership Emergency services Suppliers- make sure its good What Contact information Establish relationships Understand expectations in crisis situations

22. Assess Potential Problems What potential events do you want to have a plan in place for? A few examples: Sick worker (Hepatitis A) Customer illness or injury Served product subject to recall Customer complaint

23. Identify Audiences Who should you contact in case of a problem? Within your business Public health and health care officials Emergency services Media

24. Communication Material Share information so people can make appropriate decisions Establish trust and build credibility How you communicate depends on the audience. Use simple language Explain the issue and risks Take on responsibility where appropriate Describe any action you deem in necessary for that audience

25. What’s your view? What do you try to keep in mind when receiving a customers complaint?

26. How could it have been prevented What was the hazard at the DQ shake? How could it have been prevented?

27. Activity

28. One of your food service staff just received a complaint about a hair in a customer’s salad. Server: “It’s the same guy who asked if the lettuce was GAP certified and if the dressing had peanut oil. And he has a BEARD! I totally know its his own hair. I even told him so, and now he wants to talk to you.”

29. Activity In groups of 3-4 discuss How do you deal with this customer? Now, discuss: What would you say to the server? How would your response change if it was a call about foodborne illness?

30. Quiz How many steps are involved in making a HACCP plan? a)5 b)6 c)7 d)8

31. Quiz Food Defense is: a)The prevention of intentional contamination of food b)The prevention of accidental cross contamination c)Controlling the temperature of food to prevent growth of bacteria d)None of these

32. Case Study Riley Chase ordered a vanilla shake. Tasted like chemicals How it happened A container with chemical cleaner was left in a sink. Another employee put vanilla in the container with out cleaning it. What went wrong

33. Case Study Use properly labeled containers Employee communication Prevention Communicati ng with customers, authorities, media Afterword

34. Review Chemical, physical, biological contamination Intentional contamination Customer complaints Communication