Take care of your patrons, especially at ??340

I’ve been following food porn backlash in the UK as a result of an outbreak of something at quasi-celebrity Heston Blumenthal’s restaurant, the Fat Duck.  Today Cold Mud picked up a blog post from one of the walking wounded who experienced  “two weeks of serious unpleasantness”.

The poster writes:

“The only things that felt a bit dodgy on the way down were the oysters. Neither of us is a huge fan, but we both ate them because we were determined not to miss out on anything. Anyway, we were eating in one of the most famous restaurants in the world so we were confident that there wouldn’t be anything wrong with them."

I especially love this quote; it demonstrates the power of trust in food sources — this guy is famous, I have a personal connection, I don’t want to miss out, he wouldn’t make me sick.

At the end of the post, the author discusses the lack of communication between the Fat Duck and ill patrons, and here’s where it all goes really wrong for me:

“The next day I went onto the Fat Duck website and sent them an email. At that point the news bulletins were saying that 40 or so diners had been affected and I wrote something to the effect of: ‘This has happened to us as well. We loved the meal and we’re not angry but count us among the walking wounded and let us know what’s happening.’
“We received no reply so I wrote quite a long letter. I haven’t received a reply to that either. I’m appalled because I was so entranced by Heston Blumenthal and he comes across as being very decent and clever. We had been so ill and, at the very least, we expected some kind of acknowledgment.  We really thought they would be interested in what had happened to us."

Dude, Captain Food Porn Blumenthal, you need to respond to patrons who got sick at your restaurant. It doesn’t matter whether contamination occurred in your restaurant, or if it was something contaminated prior to its arrival (Those dodgy oysters? Fresh sprouts? Whatever).  You are the face and brand associated with that meal. You have folks reaching out to you for info, or just to let you know what happened to them, you need to acknowledge it.  Tell them what you are doing to find out what happened, and how you manage food safety in your organization — especially how you assess safe suppliers.

In last week’s food safety infosheet  (you can download it here) we focused on the fallout of a Staphylococcus aureus outbreak associated with baked hams in Kentucky — a 72-year-old man died and a wrongful death suit has been filed against the operator.  Outbreaks like this one, and the Fat Duck happen all the time. It is on operators to be proactively identify risks with their products, address them and prepare for when things go wrong.  And answer emails from ill patrons. And post something on your website about the outbreak — have that stuff ready to go, because it’s one of the first places people will be looking.

Across the Sea, Fat Duck flails

The Fat Duck fiasco reached public ears on Feb. 24, 2009, the day celebrity chef Heston Blumenthal decided that because of his “moral feeling” about 40 sick customers, he best close shop, even though he was losing a lot of money and maybe it wasn’t necessary.

By March 3, 2009, chef Heston declared tests  ruled out food poisoning after up to 40 customers reported feeling unwell and that,

“It has been awful. We have done our own food testing for the last four years. Everything is tested from the food coming out of the ground, from the farm into the kitchen and to the customer.

"When we started getting telephone calls we took it very seriously. … We’ve had staff tested, some customers tested and so far it is categorically not food poisoning. We are now looking at the possibility of an airborne virus. This could have come from a customer, a staff member not showing symptoms or from outside the restaurant. A customer called me to say they came in with a table of four, three of them got ill, but then their children got ill so they are convinced it is a virus."

At the time I wrote that a lack of positive test results proves nothing. Chapman and I e-mailed each other about the pitfalls of armchair epidemiology. Oh, and I’d be interested to know the nature of those tests for everything. Testing is one of those words that is supposed to make folks sound like they are on top of things – Maple Leaf does thousands of tests – but it’s sorta meaningless in the absence of a protocol.

Today the Fat Duck remains closed. The number of sick is now estimated at 400. The Independent reported yesterday that more than 1,000 people face medical checks after health officials widened their investigation into the Fat Duck illness. And the story has gone international.

The New York Times reports this morning that Britain’s Health Protection Agency is testing the food, testing the people who had become ill and conducting a “risk assessment of all food storage, preparation and cooking processes.” It is testing for bacteria, viruses, patterns in the sick people’s symptoms and in the food they ate and, for good measure, testing other diners, whether or not they got sick.

“… Mr. Blumenthal is perhaps best known for items like snail porridge and “nitro-scrambled egg and bacon ice cream” (served with tea jelly).

His Sound of the Sea dish includes seafood, foam and what some reviewers have called “edible sand.” It is served alongside a conch shell with an iPod in it, so diners can listen to wave and seagull sounds as they eat.

And the individual stories are emerging. Boxing promoter Frank Warren was one of 400 diners who fell ill after dining at the Fat Duck, and said he was "very disappointed" with his treatment after becoming sick following his visit.

"Everything was fabulous about the evening – the food, the setting, the service, it was unbelievably good but unfortunately, afterwards, all of us were ill. … Since then we have not heard anything from the restaurant at all. I am very disappointed and I know that the people I went with are very disappointed with the feedback."

As I’ve already written, check out the staff. And handwashing facilities. And suppliers. And places chefs rarely think to go when it comes to basic microbiology, from farm-to-fork.

And what a fab excuse for a Weezer video, Across the Sea.

Fat Duck was correct to close after diners sickened

The Fat Duck is apparently a fancy restaurant in Berkshire, UK, run by TV chef Heston Blumenthal; it was voted Best Restaurant in the World by fellow chefs in 2005, or something.

The Independent reports that Blumenthal (right) spent a sleepless night before deciding to close the restaurant last Tuesday in the face of a steady stream – between 30 and 40 – of complaints from customers who suffered vomiting, diarrhoea and flu-like symptoms.

"I made the decision to be transparent about it. Who knows if it was the right or wrong decision to make. But my gut reaction, the moral feeling about it all, was that’s what we had to do. It was an incredibly emotional decision."

But tests for viral infections and food poisoning have proved negative and there is speculation that the winter outbreak of norovirus could be the real reason why they became sick.

Yeah, check out the staff. And handwashing facilities. And suppliers. And places chefs rarely think to go when it comes to basic microbiology, from farm-to-fork.