Achieving patient‐focused maintenance services/systems

Achieving patient‐focused maintenance services/systems Purpose – The purpose of this paper is to identify and investigate the contribution made from the estates services to the quality of the patient experience from the perspective of all estates staff ranging from front‐line staff to directors of estates and facilities. The work is exploratory in nature owing to no known earlier studies in this area. Design/methodology/approach – A postal questionnaire is distributed to a non‐random self‐selecting group of National Health Service (NHS) estates staff – therefore those staff working in the areas of maintenance, engineering, building, gardening and general office estates management. A total of 920 questionnaires are distributed to the 46 NHS trusts. There are 202 responses, which is a return rate of 22 per cent. Findings – It is clear that overall estates staff consider their job/service to be important to the patient experience, 94 per cent of respondents indicate they did. This is further confirmed by 82 per cent of estates line managers considering their job to be important to the patient experience. In terms of how estates feel they contribute to the patient experience, there is a range of responses, however the main reason highlighted is the recognition that the hospital could not function without the service being provided, i.e. the maintenance of essential services, water, power and the general infrastructure. Estates departments perhaps need on patient awareness of the services they provide and the importance of them in making the hospital function. Research limitations/implications – The results presented provide a useful insight into how estates departments in the NHS perceive their contribution to the patient experience. However, they are not without limitations. First, the sample size is relatively small; and second non‐random sampling techniques are used. Originality/value – The findings suggest a number of avenues for future work. The most obvious would be to investigate the level of awareness from patients regarding estates services in the NHS. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Facilities Management Emerald Publishing

Achieving patient‐focused maintenance services/systems

Journal of Facilities Management, Volume 7 (2): 14 – May 1, 2009

Loading next page...
 
/lp/emerald-publishing/achieving-patient-focused-maintenance-services-systems-GxcAevfbLC
Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
1472-5967
DOI
10.1108/14725960910952514
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to identify and investigate the contribution made from the estates services to the quality of the patient experience from the perspective of all estates staff ranging from front‐line staff to directors of estates and facilities. The work is exploratory in nature owing to no known earlier studies in this area. Design/methodology/approach – A postal questionnaire is distributed to a non‐random self‐selecting group of National Health Service (NHS) estates staff – therefore those staff working in the areas of maintenance, engineering, building, gardening and general office estates management. A total of 920 questionnaires are distributed to the 46 NHS trusts. There are 202 responses, which is a return rate of 22 per cent. Findings – It is clear that overall estates staff consider their job/service to be important to the patient experience, 94 per cent of respondents indicate they did. This is further confirmed by 82 per cent of estates line managers considering their job to be important to the patient experience. In terms of how estates feel they contribute to the patient experience, there is a range of responses, however the main reason highlighted is the recognition that the hospital could not function without the service being provided, i.e. the maintenance of essential services, water, power and the general infrastructure. Estates departments perhaps need on patient awareness of the services they provide and the importance of them in making the hospital function. Research limitations/implications – The results presented provide a useful insight into how estates departments in the NHS perceive their contribution to the patient experience. However, they are not without limitations. First, the sample size is relatively small; and second non‐random sampling techniques are used. Originality/value – The findings suggest a number of avenues for future work. The most obvious would be to investigate the level of awareness from patients regarding estates services in the NHS.

Journal

Journal of Facilities ManagementEmerald Publishing

Published: May 1, 2009

Keywords: National Health Service; United Kingdom; Maintenance programmes; Facilities; Patients

References

  • The impact of facilities management on patient outcomes
    May, D.; Pinder, J.
  • Patient choice in the NHS: how critical are facilities services in influencing patient choice?
    Miller, L.; May, D.

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off