Hestia-FM redefines healthcare facilities management: Focusing on the patient experience
By Frederic Martin, General Manager of Hestia Facilities Management LLC, Abu Dhabi, UAE
healthcare systems are struggling with rising costs. Economies are growing fast, but the supply side is quite often unable to meet demand. In a competitive environment such as this,
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At the end of the day, what truly counts is the patient experience, their satisfaction and wellbeing’
it is increasingly difficult to attract and retain the required talent to fully satisfy patients, who are behaving more like consumers, ‘shopping’ around before committing to a hospital of choice. Their expectations are rising, they are better informed, have more choices, and most importantly, are increasingly able to act on these choices. So what is the barometer for success?
Is it possible to compile data from multiple resources to measure the efficiency of a healthcare facility and the patient satisfaction delivered? Quality assurance inspections, patient and bed turnovers, nurse retention rates, porter transport times... At the end of the day, what truly counts is the patient experience, their satisfaction and wellbeing.
emand for healthcare is growing globally, due to demographic, macro- economic and social factors and
As a consequence, every aspect of a
healthcare establishment, from reception to sign-out procedures has to be of a consistent standard. The simplest inconvenience can ruin the overall experience, regardless of whether the patient is healed.
SAFETY, QUALITY AND STANDARDS Traditionally healthcare facilities management in the Middle East is about cleaning floors, laundry services and managing day-to-day maintenance. Such services are sourced independently, from different providers, with no general standards or service level agreements. However offloading a comprehensive group
of services to a single facilities management company would generate savings, streamline the organisation and enable more efficient KPI reporting without compromising on quality. And in an age when Hospital Acquired
Infections (HAIs) are increased threats, one cannot stress enough the importance of cleanliness and sterilisation in
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