P2-81 Food Allergy Information Sharing and Communication Strategies in Full-service Restaurants in the United States

Tuesday, July 11, 2017
Exhibit Hall (Tampa Convention Center)
Han Wen , University of North Texas , Denton , TX
Junehee Kwon , Kansas State University , Manhattan , KS
Introduction: Foods prepared in restaurants were responsible for a significant number of fatal food allergy reactions in the United States. Miscommunication between and among restaurant staff and customers was perceived as one of the major causes of allergic reactions. However, customers with food allergies did not willingly share their special needs with staff for various reasons. Establishing proper communication with these customers may help prevent food allergy reactions.

Purpose: This study was conducted to explore how restaurant staff shares food allergy information and communicates risks with customers with food allergies.

Methods: An online survey instrument was developed based on interviews and literature review, reviewed by an expert panel, and pilot-tested before data collection. An online survey company distributed the survey link to a restaurant employee panel to reach full-time restaurant service staff. Descriptive statistics and content analysis of open-ended responses were conducted.

Results: A total of 316 usable responses were collected. Only 27 (8.5%) servers reported that their restaurants had separate menus for customers with food allergies, yet 204 (64.6%) servers stated that they never or rarely asked if customers had any food allergy. Informing customers when the food preparer is unable to provide allergen-free meals (5.76±1.39 of 7 point scale), including a statement on the menu advising customers to notify the server about their food allergies (5.58±1.44), and having a written protocol with procedures for serving customers with food allergies (5.52±1.42) were perceived as the three most effective communication strategies.

Significance: Despite the risk of allergic reactions due to cross-contacts when special needs are not communicated, restaurateurs depended on written, one-way communication rather than proactively initiating communications. It is suggested that restaurateurs train employees to establish two-way communication, including reassuring customers about their allergen-free orders and to develop a written protocol detailing the communication procedures with customers with food allergies.