Improving public perceptions around cleanliness and health care associated infection in hospitals (service improvement)

Abstract

Peer reviewed articlequalitative study was undertaken to understand public perceptions of hospital cleanliness and how this might be improved following national initiatives to reduce infection rates and invest in domestic services. Eleven focus groups were held across the West Midlands.Results demonstrated that perceptions are attained from a variety of sources. For patients and visitors the things they see, hear, smell and taste in hospitals and health services shaped their perceptions of cleanliness. For the public the media, friends and family are important. Key factors for attention include: ensuring hospital floors, walls, ceilings, doors and toilets are kept clean, tidy, and unstained; an absence of strong odours; patients have the opportunity for regular baths/showers; staff have clean hands and uniforms, have short, clean finger nails and hair tied back; and eye-catching material on why cleanliness is important as well as what people need to do. Participants were generally unaware of the symptoms of MRSA, Clostridium difficile or Norovirus.The results of the study suggest that attention needs to be focussed on developing effective communication strategies. This will only be possible by adopting a multifaceted approach and enabling collaborative working between infection control staff, communications teams and other frontline staff. Abstract 462047J IP00010.1177/1757177412462047Journal of Infection Prevention Peer reviewed article 2012

Into the light: effects of the presence of cleaning staff on customer experience

“…Most of these studies are about the managerial side of cleaning by focussing on the make or buy decision for cleaning services (e.g., Klungseth et al, 2016, Houston & Youngs, 1996, Gbadegesin & Babatunde, 2015, end-user satisfaction with cleaning services (e.g., Hui et al, 2013, Hui & Zheng, 2010, and cost management (e.g., Bywater, 1990). The qualitative studies of Whitehead et al (2007) and Whatley et al (2012) are to the knowledge of the authors the only studies evaluating the effect of cleaning staff on end-user perceptions. In both studies, the presence of cleaning staff and more specifically the appearance, behaviour, and attitude of cleaning staff were identified as 'social cues' that positively influence perceptions of cleanliness.…”

“…To conclude, research in facilities management on the effects of the presence of cleaning staff on end-user perceptions is limited. The qualitative work available (Whitehead et al, 2007, Whatley et al, 2012 demonstrated that the presence of cleaning staff in the service environment might be beneficial for end-users.…”

“…In addition, the perception of time was included as well since (the subjective experience of) time is an important aspect for passengers who undertake a train journey . Previous research (Whatley et al, 2012, Whitehead et al, 2007 demonstrated that the presence of cleaning staff may positively influence perceptions of cleanliness. Our expectation is that the presence of cleaning staff positively influences the perception of staff, cleanliness, comfort, trip speed, atmosphere, and the general satisfaction of passengers (see Figure 1).…”

Exploring cleanliness in the Dutch facilities management industry: a Delphi approach

“…Scent, lighting, use of materials, density, and the condition of the environment (i.e., deterioration, aesthetics, architectural order) were identified in literature as antecedents influencing the appearance of the environment. The absence of unpleasant scents and the presence of pleasant scents were expected to positively influence perceptions of cleanliness (Whatley et al, 2012). Molenaar and Hu (2013) found that an environment is perceived as cleaner when lighting is pointed at traces of litter.…”

“…The study contributes to the understanding of the concept of end-user perceptions of cleanliness and antecedents that influence perceived cleanliness. Compared to similar studies of Whitehead et al (2007) and Whatley (2012), we have taken a broader perspective by focussing not on the healthcare sector and end users (i.e., patients and medical staff) only, but instead focus on the FM sector as a whole by consulting end users and experts with different backgrounds. The results of this study are applicable to different types of service environments, however, the relative importance of the antecedents may vary depending on the type of environment and end user.…”