A model for the relationship between user satisfaction of healthcare facilities management and core healtcare business

Public hospitals in Ghana, as in many other developing countries, are faced with facilities management (FM) challenges due partly to the problem of poor services and user dissatisfaction with FM service delivery. Studies to understand the relationship between user satisfaction of healthcare FM and c...

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Main Author:	Amankwah, Oti
Format:	Thesis
Language:	English
Published:	2019
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/86851/1/OtiAmankwahPFABU2019.pdf
Tags:	Add Tag malaysian 1 theses 1

id	my-utm-ep.86851
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spelling	my-utm-ep.868512020-09-30T09:08:53Z A model for the relationship between user satisfaction of healthcare facilities management and core healtcare business 2019 Amankwah, Oti HD28 Management. Industrial Management Public hospitals in Ghana, as in many other developing countries, are faced with facilities management (FM) challenges due partly to the problem of poor services and user dissatisfaction with FM service delivery. Studies to understand the relationship between user satisfaction of healthcare FM and core healthcare business have not addressed the issue from the perspective of this study. To fill this gap, the study examined the relationship between healthcare FM services based on the FM basic framework (people - patients, place – healthcare healing environment, processes –FM service quality and technology – quality of healthcare infrastructure and equipment) and core healthcare business (healthcare personnel, healthcare delivery, adequacy of healthcare resources and healthcare administrative process). The underlying theoretical frameworks for the study included the FM basic framework, SERVQUAL theory, Core Healthcare Business dimensions and A Staff and Patient Calibration Toolkit (ASPECT) which is based on a theory of supportive designs for healthcare facilities. Questionnaire was used to gather data from 622 patients of the three surveyed hospitals (Komfo Anokye, Cape-Coast and Tamale teaching hospitals) in Ghana. The data were statistically tested and analysed by structural equation modelling (SEM) technique. Twelve of the 19 hypotheses were supported. The findings showed that although the patients are satisfied with the quality of healthcare healing environment and the quality of healthcare infrastructure and equipment, they were dissatisfied with the FM service quality. Secondly, the results indicated that healthcare FM service quality and quality of healthcare infrastructure and equipment did not have a positive significant influence on the quality of healthcare administrative process. Also, the quality of healthcare healing environment did not show a positive significant influence on healthcare delivery. The quality of healthcare infrastructure and equipment also did not have a positive significant influence on healthcare personnel. Lastly, out of the four dimensions used to evaluate the quality of core healthcare business, patients were dissatisfied with the adequacy of healthcare resources and healthcare administrative process. Generally, the study model offered a good understanding of the factors that influenced the relationship between users (patients) satisfaction of healthcare FM and core healthcare business. The findings indicated that healthcare institutions must realize that quality healthcare FM service is a means for the healthcare organisations to stay relevant in the eyes of the patients. Thus, the study recommends that the surveyed teaching hospitals in Ghana should aim to achieve patient centered healthcare service deliver by effectively improving the quality of both their FM and core healthcare services, since patient satisfaction leads to patient loyalty. 2019 Thesis http://eprints.utm.my/id/eprint/86851/ http://eprints.utm.my/id/eprint/86851/1/OtiAmankwahPFABU2019.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:131537 phd doctoral Universiti Teknologi Malaysia, Faculty of Built Environment & Surveying Faculty of Built Environment & Surveying
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Amankwah, Oti A model for the relationship between user satisfaction of healthcare facilities management and core healtcare business
description	Public hospitals in Ghana, as in many other developing countries, are faced with facilities management (FM) challenges due partly to the problem of poor services and user dissatisfaction with FM service delivery. Studies to understand the relationship between user satisfaction of healthcare FM and core healthcare business have not addressed the issue from the perspective of this study. To fill this gap, the study examined the relationship between healthcare FM services based on the FM basic framework (people - patients, place – healthcare healing environment, processes –FM service quality and technology – quality of healthcare infrastructure and equipment) and core healthcare business (healthcare personnel, healthcare delivery, adequacy of healthcare resources and healthcare administrative process). The underlying theoretical frameworks for the study included the FM basic framework, SERVQUAL theory, Core Healthcare Business dimensions and A Staff and Patient Calibration Toolkit (ASPECT) which is based on a theory of supportive designs for healthcare facilities. Questionnaire was used to gather data from 622 patients of the three surveyed hospitals (Komfo Anokye, Cape-Coast and Tamale teaching hospitals) in Ghana. The data were statistically tested and analysed by structural equation modelling (SEM) technique. Twelve of the 19 hypotheses were supported. The findings showed that although the patients are satisfied with the quality of healthcare healing environment and the quality of healthcare infrastructure and equipment, they were dissatisfied with the FM service quality. Secondly, the results indicated that healthcare FM service quality and quality of healthcare infrastructure and equipment did not have a positive significant influence on the quality of healthcare administrative process. Also, the quality of healthcare healing environment did not show a positive significant influence on healthcare delivery. The quality of healthcare infrastructure and equipment also did not have a positive significant influence on healthcare personnel. Lastly, out of the four dimensions used to evaluate the quality of core healthcare business, patients were dissatisfied with the adequacy of healthcare resources and healthcare administrative process. Generally, the study model offered a good understanding of the factors that influenced the relationship between users (patients) satisfaction of healthcare FM and core healthcare business. The findings indicated that healthcare institutions must realize that quality healthcare FM service is a means for the healthcare organisations to stay relevant in the eyes of the patients. Thus, the study recommends that the surveyed teaching hospitals in Ghana should aim to achieve patient centered healthcare service deliver by effectively improving the quality of both their FM and core healthcare services, since patient satisfaction leads to patient loyalty.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Amankwah, Oti
author_facet	Amankwah, Oti
author_sort	Amankwah, Oti
title	A model for the relationship between user satisfaction of healthcare facilities management and core healtcare business
title_short	A model for the relationship between user satisfaction of healthcare facilities management and core healtcare business
title_full	A model for the relationship between user satisfaction of healthcare facilities management and core healtcare business
title_fullStr	A model for the relationship between user satisfaction of healthcare facilities management and core healtcare business
title_full_unstemmed	A model for the relationship between user satisfaction of healthcare facilities management and core healtcare business
title_sort	model for the relationship between user satisfaction of healthcare facilities management and core healtcare business
granting_institution	Universiti Teknologi Malaysia, Faculty of Built Environment & Surveying
granting_department	Faculty of Built Environment & Surveying
publishDate	2019
url	http://eprints.utm.my/id/eprint/86851/1/OtiAmankwahPFABU2019.pdf
_version_	1747818512217276416

A model for the relationship between user satisfaction of healthcare facilities management and core healtcare business

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