Food Hygiene Inspectors are our friends

It’s height of summer season and kitchen procedures and systems are being tested to the maximum. In walks a Food Hygiene Inspector. “This is a good time to be assessed,” the inspector might say, “because any weaknesses are clearly seen in these circumstances and we can provide you with more relevant and helpful feedback.”

The logic is unquestionable. For the food business operator, though, it can be hard to compute the logic of the explanation when charged by the emotion elicited in a situation where they may feel they are being put on the spot unfairly.

That is no surprise. There is a lot at stake. It can feel as though your professional pride and reputation are being put on trial.

So what strategies can we employ to build better relationships with inspectors to make the inspection experience more pleasant and productive for everybody concerned?

Article: For more information on food safety practices, see our Ultimate Food Hygiene Guide.

Let’s give Food Hygiene Inspectors a chance

When we assume the best of someone it gives them a chance to modify their behaviour and increases the chances of forming a constructive working relationship.

If you want to get the best inspection experience outcomes then the usual rules of relationships apply. There must be a helpful attitude on both sides for a professional relationship to thrive. If you feel that the inspector is unapproachable at first, give them some positive feedback.

If you respond in a confrontational or sarcastic way then you will probably enter into a downward spiral of interactions that is unlikely to make the inspection experience a gratifying one for either party.

Sometimes you may feel that you have a legitimate cause for complaint about some of the conclusions drawn from any inspection. Try to speak first about your concerns with the inspecting officer in an attempt to resolve any issues before you go down the official route. In my experience, inspectors are more than happy to listen and will strive to rectify any mistakes they may have made in their interpretations.

The quality of the relationship relies on a mutual respect. It is important that you respect the Food Safety Officer's knowledge and advice. It is always good to ask them what they are looking for, and what advice they might have in addressing any highlighted issues.

Understanding Food Safety Inspector Enforcement: Enforcement policies vary from one council to another, but there are some general points that they will all adhere to:

i. There is no flexibility when assessing your business against legal requirements (i.e. in determining your hygiene rating out of five). You will be given a sticker to display your rating where customers are able to see it clearly.

ii. Officers are trained to use their common sense when making judgements. They can practice some discretion when it comes to enforcement, but not where it would compromise food hygiene standards.

iii. Businesses are given a fair chance to remedy any shortcomings through a gradual process of enforcement where possible.

Ask for clarification if you don’t understand

We’re all guilty of using industry-specific jargon that will mean nothing to the layman. Food Safety Inspectors are no different. It might take some time for you to get your head around some of the words and phraseology used during an inspection. Try not to assume that a perceived failure to explain something in layman’s terms is a sign of arrogance on the inspector's part.

It is possible they may forget that working chefs are more likely to use the words “bacteria” and “food poisoning” rather than “campylobacter”. Phrases like HACCP (Hazard and Critical Control Point Analysis) seem to be designed to bamboozle the uninitiated. What is wrong with simply using the phrase ‘Hazard Control’?

It would be harsh to blame an inspector for using language the government asks them to use. Don’t be afraid to ask them to explain their meaning if you don’t understand something. It’s a perfectly reasonable request.

Request time to provide answers to questions

The random nature of inspection means it is impossible to be mentally prepared as you might be in an examination situation. You may find yourself in a situation where you are reacting to questions that you may not have considered. Don’t feel pressured to provide an answer for the sake of it.

You may have the information the inspector is seeking to glean, but the intensity of the situation combined with the possibility of a busy service period may mean that answers will temporarily slip your mind.

Is it reasonable to ask if you can answer a question at the end of the inspection or even later by e-mail or phone? Inspectors are generally open to that sort of request based on my previous experiences.

That can be really helpful in the circumstances. It can help you to stay calm when you are busy and will often lead to a more considered answer that will offer the inspector a greater insight and understanding of the situation.

Don’t be a stranger

Environmental Health Services will tell you they are always happy to discuss general food hygiene matters and are contactable through a range of platforms. I decided to test this theory by making a ‘cold call’ to the local agency. I did make it clear at the outset that I wasn’t canvassing them in a bid to improve the outcome of any future visit to my restaurant!

What I found was an inspector that was helpful and friendly and more than willing to explain some of the finer points of enforcement policy. If you can’t get to a phone for whatever reason, you can always visit the Food Standards Agency website.

You can also find FSA on Facebook where new directives and current policy are highlighted and discussed. There is also plenty of digital information and printed literature around that will help you with compliance and best practice. You don’t have to wait for an inspector to arrive at your kitchen door unannounced!

Friend or foe?

During my experience of speaking with the Environmental Health Services I was told that “we are here to help” and I have no reason to believe that this was insincere or hypocritical. I was also able to get a different view of the Food Safety Inspector's role away from the pressure of the inspection scenario.

I’m sure they would prefer to be classed as advisors rather than enforcers and we should also remember the role they play in protecting the public. Recently I was speaking to a customer who is coeliac (gluten intolerant), lactose intolerant and allergic to nuts. She recounted a visit to another restaurant that had ended in an allergic reaction to nuts after being initially told that the food she had ordered did not contain any.

Businesses are now legally bound to give accurate information about what is in your food because it could quite literally be a matter of life and death to the customer. It is the responsibility of the inspector to monitor compliance to ensure that members of the public do not suffer from misleading menu or nutritional information, while they also now serve a purpose as a Trading Standards Officer of sorts.

Sadly, there are still unscrupulous licensees who think it is quite acceptable to add water to bottles of spirits to unfairly increase their profit margins. Inspectors measure the specific gravity of your alcoholic drinks to check the purity and to make sure you are selling the brands you say you are selling. I am unequivocally on the side of the inspector here as that kind of dishonesty and profiteering cannot be justified.

So there you have it. I have presented the evidence. I rest my case. Now, you tell me, is the Food Hygiene Inspector your friend?