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.