SOPs and SSOPs protect your business in case something goes wrong. Written policies and procedures provide consistency and a way to trace back where something went awry in the case of a critical incident. Just like a chef follows a recipe to ensure the uniformity and quality of food delivery time after time, SOPs provide a recipe for the staff to follow too. While you may think that you’ve verbally communicated everything important to your staff to avoid issues and problems in the future, chances are that not everyone knows everything that needs to be done. That is why SOPs and SSOPs need to be in writing. Documentation is critical for success.

Take the game of “Telephone.” The first person thinks of what to say and passes the message on to the next person. By the time the message has been relayed from person to person and it reaches the last person, the end message tends to become jumbled and doesn’t resemble the original thought. Add in to the mix age differences or cultural differences and it becomes a recipe for disaster.

For example, how do you handle the delivery of hot food to a child? Do your servers drop the food off in front of the child and hope for the best? Or do you have a procedure in place for the servers to follow in this instance? Proper procedure dictates that the server should put the food in front of the parent or adult at the table and give a verbal warning that the food is hot. That way, the restaurant limits its liability by allowing the adult to dole out the food to the child and thus avoid a potential lawsuit if the child gets burned.

The benefits to have written SOPs and SSOPs far outweigh the time it takes to initially establish them and to keep them updated. Not only does it provide a map for staff to follow in regards to their job duties, it also promotes quality and safety. Having written procedures provides protection in the event of a lawsuit. Policies minimize miscommunication and variations between staff. By having SOPs and SSOPs posted where employees can view them, it allows them the opportunity to refer back to them in case an individual is unsure of a procedure. It reinforces what was taught in the initial training and helps them to remember more.

Every restaurant has its own set of rules that must be followed. In the case of a temporary worker coming in to cover a shift, having written SOPs and SSOPs minimizes errors and lets them know what your standards are. It doesn’t help if only some of the procedures are documented. All SOPs and SSOPs need to be in writing. This is extremely important in the handling of the three biggest health issues that any restaurant faces: allergies, blood born pathogens and vomit. Does your staff know EXACTLY what to do in case they’re confronted with any of these three issues? If not, it could cause huge problems not only with your  customers, but with the health department and the legal community as well.

By now you should understand how critical it is to have policies and procedures in place. Remember that it’s not enough to just have the SOPs and SSOPs documented in writing. It is imperative that you monitor compliance on a routine basis. It also requires timely updates; yearly should be sufficient. Once your policies and procedures have been established, it is important to keep your staff informed of any changes or updates as they occur. Pre-shift meetings are the perfect opportunity to review any health and safety issues that arise.

The first food allergy case I consulted on involved a man who told his server that he was allergic to seafood. She recommended that he order the French fries. The restaurant was extremely busy, which means the kitchen was very busy too. She eventually served him the French fries. The patron consumed them. Within 10 to 15 minutes he began to feel uncomfortable and made his way to the ER. Shortly after he arrived, the man expired. The cause of death was attributed to anaphylactic shock due to a seafood allergy. The fries were cooked in the same oil as the calamari. The restaurant had written policies in place which stated that the food for anyone with a seafood allergy was supposed to be fried in a separate pot with fresh oil. However, no one enforced or followed the rules. The restaurant was so inundated that there isn’t a clear idea of how or when the policy was violated. Either way, the lack of communication between the staff on food allergies probably resulted in the death of the man. Since the man was 72 years old, his family agreed to settle for $1.2 million. If the person had been younger, the settlement would have been considerably larger. All in all, had the restaurant followed the established allergy program, this tragedy could have been avoided.

The major food allergens to watch out for include: milk, eggs, peanuts, tree nuts (such as almonds, walnuts and pecans), soybeans, wheat, fish and shellfish (such as crab, lobster and shrimp). The latest allergy trend appears to be guests that request gluten-free products.

Some tips to manage allergy accommodation include having a written policy that has been fully communicated to the entire staff. All allergy training should be documented and employees should be evaluated for competency. The wait staff should be trained on how to effectively listen to the allergy concerns of their patrons and how to communicate their allergy needs to the kitchen staff. The restaurant needs to have a master menu that lists all of the ingredients required for that dish in case a patron inquires. The days of “Secret Recipes” are long gone. Transparency is the new standard. All servers should know who the most knowledgeable (PIC) about food allergies or ingredients on any given day if a patron has any questions.

Any allergy training should include a section that reviews the signs and symptoms of allergic reactions. It’s important that the staff understands that the symptoms of a food allergy tend to develop within minutes of exposure, but may take as long as two hours. The most frequent signs include: a) hives, itching, or skin rash; b) swelling of the lips, face, tongue and throat, or other parts of the body; c) wheezing, nasal congestion or trouble breathing; d) abdominal pain, diarrhea, nausea or vomiting; e) dizziness, light-headedness or fainting.

Of all the issues that a restaurant must deal with, it can seem like allergy accommodation is not a priority. However, this can be a life threatening matter. There are roughly between 200 to 300 reported deaths due to food allergies. In addition, there are over 30,000 ER admissions, half of which are due to restaurant related situations. One way to combat this situation is to purchase and provide kitchen staff with a purple allergy tool prep kit. Another way is to have an advisory notice on the menu that states if you have a medical condition or food allergy please inform your server. One best practice to institute would be to designate one person in the front of the house to deliver allergy safe orders to patrons and one person in the back of the house to prepare it. Since there are many issues to be confronted in regards to allergy accommodation, allergy programs should be reviewed by a food health and safety expert before training and implementation begins.

When the inevitable happens call 911 and report that a guest is having an anaphylactic shock at your establishment.

Food allergies are as unique as each individual who has them. To avoid problems in the future, food safety and allergy training are imperative to the success and safety of your restaurant.