For coeliacs, ingesting gluten causes significant disorders in their bodies.. For the treatment of this disease, until now, the only remedy is total elimination of gluten from the diet, which is why finding establishments that can offer these guarantees when eating out – even if this is becoming less common – can be a challenge in everyday life. If your restaurant offers gluten-free options but is not fully compliant with the 100% standard, human error may lead to Gluten poisoning in your establishment. Below we tell you how to deal with it and how to act in those cases:
How to act in case of gluten poisoning in your restaurant
Taking into account the guidelines we discussed in previous posts about Adapting your restaurant for coeliacs and that can help you avoid awkward and worrying situations, we give you some tips on How to act in case of gluten poisoning:
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The person affected will notify you if you start to notice symptoms, or if you do in the hours or days following. The person responsible will be the one who has to review the procedures that have been carried out in the kitchen to detect potential errors committed.
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In case the error cannot be found, you can contact ACECOVA if your restaurant is in the Valencian Community and You are an associate. so that they can investigate what happened in your kitchen.
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In the event that your client enters a more delicate situation regarding their coeliac disease, You will need to make the complaint forms available to them. from your establishment, Please provide me with your ticket and all the information on how cross-contamination is avoided in your restaurant., as well as the action protocols.
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Ensure the service failure has been detected and review the procedures again to ensure that such a mistake is never made again.
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Consultation with the FACE those doubts that may arise about coeliac-friendly food in a restaurant with options and never stop training your staff so they can offer an optimal service.
Dealing with a reputation crisis due to gluten poisoning
As we say, there are human errors that can probably be avoided with Good training and much care.In the event that it occurs in your restaurant and you suffer a Reputational crisis on social media For a case like this, we'll give you some advice for dealing with them:
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Own up to the mistake, don't deny what happened.
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Apologise publicly In the event that you can find out through any means, or if the negative review is on your own profiles.
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Let the measures that have been taken be known. so that that error does not happen again.
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Critique with kindness. We are facing a real problem which coeliacs have to deal with daily, and it's not easy at all.
Together, across the whole hospitality and restaurant sector, we can improve the lives of coeliacs when they are eating out.
Article written by the El Miracle team