Purpose – To propose a framework for performance management in facilities management (FM) services in hospitals. Herein, particular attention has been given to domestic services under the area of FM.
Design/methodology/approach – The discussions of the paper are based on findings of a mixed methodology approach, i.e. combination of qualitative and quantitative methods. The data sets obtained from mixed methods were subjected to rigorous qualitative and statistical analyses.
Findings – A comprehensive performance management framework (PMF) is presented in this paper. The developed PMF is clear, cohesive and can be well understood by all levels of managers and staff. It is well supported by the overall goals of control of healthcare associated infections in domestic services and uses a balanced set of key performance indicators and measures to benchmark the results with one another. The PMF developed gives due cognisance to FM (specifically to domestic services). The successful implementation of this PMF, however, needs careful consideration of a host of challenges, which can impinge on staff and process performances.
Originality/value – The findings and the developed PMF presented in this paper highlight some of the significant issues relating to the FM services in hospitals, making the paper an original and valuable one.
Uncontrolled Keywords (separate with ;):
Facilities; Health services; Hospitals; Performance management; Service levels