Service Quality For Facilities Management In Hospitals
by Low Sui Pheng /
2016 / English / PDF
1.8 MB Download
This book examines the Facilities Management (FM) of hospitals
and healthcare facilities, which are among the most complex,
costly and challenging kind of buildings to manage. It presents
and evaluates the FM service quality standards in Singapore’s
hospitals from the patient’s perspective, and provides
recommendations on how to successfully improve FM service quality
and achieve higher patient satisfaction. The book also features
valuable supplementary materials, including a checklist of 32 key
factors for successful facilities management and another
checklist of 24 service attributes for hospitals to achieve
desirable service quality in connection with facilities
management.
This book examines the Facilities Management (FM) of hospitals
and healthcare facilities, which are among the most complex,
costly and challenging kind of buildings to manage. It presents
and evaluates the FM service quality standards in Singapore’s
hospitals from the patient’s perspective, and provides
recommendations on how to successfully improve FM service quality
and achieve higher patient satisfaction. The book also features
valuable supplementary materials, including a checklist of 32 key
factors for successful facilities management and another
checklist of 24 service attributes for hospitals to achieve
desirable service quality in connection with facilities
management.
The book adopts a unique approach of combining service quality
and quality theory to provide a more holistic view of how FM
service quality can be achieved in hospitals. It also integrates
three instruments, namely the SERVQUAL model, the Kano model and
the QFD model to yield empirical results from surveys for
implementation in hospitals.
The book adopts a unique approach of combining service quality
and quality theory to provide a more holistic view of how FM
service quality can be achieved in hospitals. It also integrates
three instruments, namely the SERVQUAL model, the Kano model and
the QFD model to yield empirical results from surveys for
implementation in hospitals.
Although the book was written from the perspective of FM service
quality for hospitals, the findings and recommendations are also
relevant for other non-healthcare sectors where appropriate
lessons may also be drawn for FM and service quality in general.
It will particularly benefit Quality Managers, Facilities
Managers and Hospital Administrators.
Although the book was written from the perspective of FM service
quality for hospitals, the findings and recommendations are also
relevant for other non-healthcare sectors where appropriate
lessons may also be drawn for FM and service quality in general.
It will particularly benefit Quality Managers, Facilities
Managers and Hospital Administrators.
