Modelling the influence of healthcare facilities management service quality on patients satisfaction

Amankwah, Oti; Choong, Weng Wai; Mohammed, Abdul Hakim

doi:10.1108/jfm-08-2018-0053

Cited by 29 publications

(35 citation statements)

References 49 publications

(50 reference statements)

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“…Internationally, research on hospital maintenance focused on several aspects such as maintenance efficiencies in Israel [21], maintenance manpower in UK hospitals [22], budgeting for university hospitals in Italy [23], building maintenance systems [24], and operational maintenance in Palestine [8]. Recent research trends have dealt with customer satisfaction and service quality [25,26], and performance [27]. Fire safety issues in Asia [10], and automated maintenance systems [28], were investigated.…”

Section: Literature Reviewmentioning

confidence: 99%

Value-Based Building Maintenance Practices for Public Hospitals in Malaysia

2021

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Public hospital buildings in Malaysia have been facing problems and have become subjects of public criticisms due to poor building maintenance practices. A value-based approach which integrates and assimilates the concepts of value can be applied to mitigate maintenance problems in hospital buildings. This study evaluated the causal relationships between value factors and value outcomes of building maintenance in public hospitals in Malaysia. A total of 66 samples were collected via an online questionnaire survey. Analysis was performed using partial least square structural equation modeling (PLS-SEM). Our results reveal that value-adding practices and value co-creation have a positive influence on value outcomes in hospitals. The findings, however, do not support the relationships between factors of user involvement and value outcomes, which merit further investigation. This study concludes that value-adding practice has the strongest impact on value outcomes. Thus, maintenance service providers should assimilate these practices in their services to enhance performance. In addition, the findings also justify the requirement for collaborative working arrangements for value co-creation of building maintenance.

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Section: Literature Reviewmentioning

confidence: 99%

Value-Based Building Maintenance Practices for Public Hospitals in Malaysia

2021

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“…Also, the study found a significant positive relationship between CS and CL. Finally, SQ was found to be better in private hospitals, resulting higher CS and CL Amankwah, Choong and Mohammed (2019),. assessed the mediating effect of healthcare Facility Management (FM) SQ on PS and overall healthcare provision in three Teaching hospitals in Ghana and concluded that FM SQ mediates the association between PS and three of the dimensions under main healthcare provision (healthcare delivery quality, healthcare personnel quality and the healthcare resources adequacy) but unsupported relationship between administration process quality and PS.…”

mentioning

confidence: 86%

Investigation of the Effect of Service Quality (Sq) on Patient Satisfaction (Ps) in Ghana Using the Servqual Model: The Case of Greater Accra Regional Hospital (Garh)

Essel

2021

İşletme Ekonomi Ve Yönetim Araştırmaları Dergisi

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The study's purpose was to investigate the role service quality (SQ) play in achieving patient satisfaction (PS), examine the nature of hospital staff/patience relationship and to explore the challenges faced by healthcare workers in Greater Accra Regional Hospital [GARH], a prime provider of secondary public healthcare in Ghana. The study was based on questionnaires/in-depth interviews completed by 200 respondents selected via convenient sampling. A modified version of the "SERVQUAL" model was used for measuring SQ and consequently PS. Data analysis included descriptive statistics, principal component analyses, exploratory factor analyses with varimax rotation, reliability/validity analyses, and multiple regression analyses. Data elaboration and processing identify main factors affecting the patients' overall preferences where the findings in particular reveal positive results towards SQ and PS. In this circumstance, findings/recommendations established, should be considered crucial for hospital administrators/policy makers when dealing with decisions affecting SQ assessment.

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“…Lavy and Shohet (2009) use a maintenance efficiency indicator that is further developed by Marmo et al (2020) to a Building Performance and maintenance information based on an international foundation class scheme. F 39,11/12 Amankwah et al (2019aAmankwah et al ( , 2019b looked at the FM service quality on patient satisfaction of hospitals in Ghana. They found that the quality of the FM services directly affects the patient satisfaction and confirms that the FM service quality has a positive influence on the patient satisfaction.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

FM and clinical employees' involvement in the design of eight Norwegian hospital projects

Støre-Valen

2021

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Purpose This paper aims to gain insight in how the involvement of facilities management (FM) and clinical employees are practiced in new Norwegian hospital projects and to study the benefits and lessons learned from the involvement. Design/methodology/approach This study is conducted by cross-sectional case studies of eight hospital projects by using a literature review, interviews and document studies of FM and clinical employees and project leaders (PLs) among Sykehusbygg. Findings The service design approach with a structured interaction between the PL’s of Sykehusbygg, and the different disciplines of clinical employees and FM specialist was rewarding and efficient. The facilitator role of Sykehusbygg is essential to manage such a broad and complex involvement process using a wide range of various techniques at the different stages of the projects (dialogue meetings, review meetings, workshops, post-it notes, 2-D drawings, mock-up and 3-D models, as well as virtual reality (VR) and Building Information Modeling technology). The clinical employees’ framework is stronger and much more structured than the involvement of FM competences through the different stages of the projects. The property management competences were involved at the early concept phase and design phase, whereas the Operation and Maintenance (O&M) competences were getting involved through the construction and commissioning phase. The value of FM involvement in all stages of the project is seen beneficial, particularly when the FM specialist become a part of the design team and located physically at the same place. The main reported benefits of early FM involvement are cost-effective technical solutions and installations, less design flaws and improved functionality, as well as a stronger ownership and mutual respect between the clinical and FM disciplines. However, not all hospital organizations see the benefits of the FM involvement of all stages, as they are driven by reducing capital cost. In one of the new projects, other ways of involving the FM competences were tested. Additionally, particularly for the O&M competences, a dialogue meeting with a clear focus of sharing experiences with different technical solution was found rewarding in terms of cost benefits. Research limitations/implications This study does not consider the social impact of the choices made in the design phase. The findings also indicated a certain development of the FM involvement. This is not studied in two of the newest projects where they are still in the design phase and the FM role was not interviewed. Practical implications The PL role is important as a facilitator role of the involvement process. Social implications A dialogue meeting with a group of O&M people was found rewarding and valuable for knowledge sharing. This methodology can be further developed and tested, as this group of stakeholders is not always available for giving input in the project. Originality/value The value of this study is the description of the interaction between the PLs and the hospital organization in the eight projects and lessons learned by the involvement of FM competences and clinical employees.

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Modelling the influence of healthcare facilities management service quality on patients satisfaction

Cited by 29 publications

References 49 publications

Value-Based Building Maintenance Practices for Public Hospitals in Malaysia

Value-Based Building Maintenance Practices for Public Hospitals in Malaysia

Investigation of the Effect of Service Quality (Sq) on Patient Satisfaction (Ps) in Ghana Using the Servqual Model: The Case of Greater Accra Regional Hospital (Garh)

FM and clinical employees' involvement in the design of eight Norwegian hospital projects

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