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Managing FM (support services): business risks in the healthcare sector

M.I. Okoroh (M.I. Okoroh is Director of The Built Environment Research Group, School of Computer and Technology, Division of Design, Technology and Built Environment, University of Derby, Derby, UK.)
P.P. Gombera (P.P. Gombera is an Assistant Project Manager, Surveyors Office, University of Oxford, Oxford, UK.)
B.D. Ilozor (B.D. Ilozor is Coordinator of the MSc Real Estate and Facilities Management Distance Learning Program for the University of Greenwich, London, UK, in collaboration with Deakin University, Victoria, Australia.)

Facilities

ISSN: 0263-2772

Article publication date: 1 January 2002

3853

Abstract

This paper presents research findings of 365 NHS Trust executives in the UK and builds on work carried out on risk perceptions and treatment in facilities management operations and business support activities in the NHS Trusts. The research utilises a business approach of viewing healthcare facilities not only as fixed “assets” occupying hospital sites and space, but it also considers them as that “tangible” part of the service chain process underpinning the provision of clinical services to both internal (departments or directorates) and external customers. The research found that customer satisfaction, service delivery certainty, customer involvement, service quality reliability, health and safety are highly rated by the NHS executives. The paper classifies healthcare related risk constructs into seven elements namely: customer care, corporate, legal, commercial finance and economics, business transfer, and facilities transmitted.

Keywords

Citation

Okoroh, M.I., Gombera, P.P. and Ilozor, B.D. (2002), "Managing FM (support services): business risks in the healthcare sector", Facilities, Vol. 20 No. 1/2, pp. 41-51. https://doi.org/10.1108/02632770210414281

Publisher

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MCB UP Ltd

Copyright © 2002, MCB UP Limited

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