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Publication type: Working paper – expertise – study
Title: Service- and recovery-oriented service provision in healthcare organisations
Authors: Gerber, Nicole
et. al: Yes
DOI: 10.21256/zhaw-22172
Extent: 13
Issue Date: Mar-2021
Publisher / Ed. Institution: ZHAW Zürcher Hochschule für Angewandte Wissenschaften
Publisher / Ed. Institution: Wädenswil
ISSN: 1662-985X
Language: English
Subjects: Service orientation; Interprofessional cooperation; Collaboration; Salutogenesis; Image building
Subject (DDC): 362: Health and social services
658.2: Facility Management
Abstract: In the face of increasing competitive pressure, healthcare organisations are becoming more and more interested in patient satisfaction. A comprehensive literature research reveals that the non-medical services play an important role in this respect. In this working paper, it is demonstrated how hospitality, hotel, catering, hygiene, cleaning and textile services as well as equipment- and service-oriented design of infrastructure and environment can contribute to positive perception of services provided in healthcare organisations and thus contribute to patient recovery and patient satisfaction. The research reveals clearly that different medical and non-medical professions should collaborate more often and more intensely in order to jointly contribute to this goal. Specific recommendations with regard to service- and recovery-oriented service provision are formulated for practice as well as the need for further scientific research.
Further description: Translation of the German original (
License (according to publishing contract): Licence according to publishing contract
Departement: Life Sciences and Facility Management
Organisational Unit: Institute of Facility Management (IFM)
Appears in collections:Publikationen Life Sciences und Facility Management

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