Service Quality for Facilities Management in Hospitals

Nonfiction, Health & Well Being, Medical, Reference, Practice Management & Reimbursement, Business & Finance, Management & Leadership, Management
Cover of the book Service Quality for Facilities Management in Hospitals by Low Sui Pheng, Zhu Rui, Springer Singapore
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Low Sui Pheng, Zhu Rui ISBN: 9789811009563
Publisher: Springer Singapore Publication: May 12, 2016
Imprint: Springer Language: English
Author: Low Sui Pheng, Zhu Rui
ISBN: 9789811009563
Publisher: Springer Singapore
Publication: May 12, 2016
Imprint: Springer
Language: English

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.

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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.

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.

More books from Springer Singapore

Cover of the book Proceedings of 2nd International Conference on Intelligent Computing and Applications by Low Sui Pheng, Zhu Rui
Cover of the book Optimization and Applicability of Bioprocesses by Low Sui Pheng, Zhu Rui
Cover of the book Discretionary Police Powers to Punish by Low Sui Pheng, Zhu Rui
Cover of the book Survival Analysis with Correlated Endpoints by Low Sui Pheng, Zhu Rui
Cover of the book Iterative Learning Control with Passive Incomplete Information by Low Sui Pheng, Zhu Rui
Cover of the book Probiotics in Agroecosystem by Low Sui Pheng, Zhu Rui
Cover of the book Chinese Capitalism in Southeast Asia by Low Sui Pheng, Zhu Rui
Cover of the book Self-Referentiality of Cognition and (De)Formation of Ethnic Boundaries by Low Sui Pheng, Zhu Rui
Cover of the book Computational Ship Design by Low Sui Pheng, Zhu Rui
Cover of the book Chinese Business by Low Sui Pheng, Zhu Rui
Cover of the book Theory, Methodology, Tools and Applications for Modeling and Simulation of Complex Systems by Low Sui Pheng, Zhu Rui
Cover of the book Fundamentals of Military Law by Low Sui Pheng, Zhu Rui
Cover of the book The Christian Survivor by Low Sui Pheng, Zhu Rui
Cover of the book Early-stage Lung Cancer by Low Sui Pheng, Zhu Rui
Cover of the book Antibiotic Pharmacokinetic/Pharmacodynamic Considerations in the Critically Ill by Low Sui Pheng, Zhu Rui
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy