The Importance of Hospitality Services Management in Hospitals

Abstract

  In Turkey, the concept of health hotel management came to the fore by the Ministry of Health in 2012 and began to be implemented in public hospitals selected as pilots. Although there are no direct improvement studies regarding health hotel services, it is noteworthy that the first study on this scope was on menu planning of the food and beverage services department. Hotel management services in hospitals, also known as health hotel management in recent years, are to meet patient expectations at the highest level from the time they enter the hospital, receive service and leave the hospital. When we define health hotel management comprehensively, the service delivery provided in all health institutions ensures the satisfaction of both patients and healthcare personnel, is clean, ergonomic, and meets patients' communication and information problems, etc. It is the whole of the services where the demands and needs are met. In hotel businesses, customer needs and satisfaction as well as service quality are at the forefront. In the working areas of health hotel management; These include patient satisfaction, studies on disabled and elderly people, patient information, studies on staff satisfaction, mother hotels and pregnant schools. As a result of the detailed literature review, the expectations of patients and their relatives from hospitals are not only the provision of health services, but also with the studies carried out; In addition to the structuring of the physical environment, lighting systems, ventilation facilities, temperature and appearance according to a certain standard, support services such as patient reception, information, orientation, cleaning services, food and beverage services, laundry services, garden and landscape architectural services, security services. It has also shown that quality is an expectation that must be met in terms of patient and employee satisfaction. This study aims to emphasize the importance of providing hotel management services in addition to health services in hospitals.