Introduction

It is important that customers with food allergies or intolerances are able to make informed choices when choosing products. All staff serving customers should be made aware of the potential risks to customers' health if they advise them incorrectly.

Communicating with customers

A process must be in place to ensure that allergen information can be easily obtained and is accurate and consistent. Let your customers know that you would be happy to discuss their requirements with them. For example, highlighting on the menu or chalkboard that customers should ask staff for further information if they have any concerns about allergens.

Where possible, design your menu to ensure names and descriptions of dishes reflect potential allergenic ingredients, for example, 'strawberry mousse with almond shortbread' or 'satay sauce made with peanuts' or marinades e.g chicken marinated in buttermilk.

  • Time of booking: ask if any members of the party have any allergies – if yes take a note of this and ensure that upon arrival all staff members are reminded.
  • Taking orders: ask if any members of the party have any allergies. If you are asked any queries do not guess the answer but talk so someone who does know the answer such as a manager or chef to find out allergenic ingredients.
  • Delivery to table: ensure that the allergen free dish is taken to the table separately and make sure you wash your hands if you have handled other plates or foods.
  • Staff communication: tell all staff when a customer has an allergy, this includes any change of shift staff. If you are asked any queries do not guess the answer but talk to someone who does know the answer such as a manager or chef to find out allergenic ingredients.
  • Buffets: where customers can help themselves and there is no opportunity for discussion with staff – each of the foods in the buffet should be labelled to show any allergenic ingredients.

Let your customers with allergies know that you are allergy-aware and give advice on which foods to avoid. Always reflect the presence of allergens on your signs or tickets.

What to do in the event of an emergency

Call the emergency services (999) immediately if you suspect a customer is having an allergic reaction.  Send someone to meet the ambulance crew and remain with the customer in the meantime.

For more information please visit NHSInform.scot.

Remember:

  • never guess ingredients in a food – always check!
  • this information may be subject to change and you may wish to check with an Enforcement officer or Food Standards Scotland
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