A performance measurement model for the housekeeping services in healthcare facilities

Abstract

Purpose – The purpose of this study is to develop a customised model to measure the performance of housekeeping (HK) services in Sri Lankan health-care facilities. Design/methodology/approach – An exploratory sequential mixed approach was adopted in the study to collect and analyse data. A case study strategy was adopted in the initial phase to explore the current HK practices, and to determine the applicable key performance indicators (KPIs) found through literature. Semistructured interviews were used as the data collection method in the selected case studies. A questionnaire survey was conducted in the next phase to verify the validity of case study findings. Quantitative data were analysed using descriptive statistics. One sample t-test was used to identify significant KPIs and to formulate the customised performancemeasurement (PM)model. Findings – The study identified and ranked 46 KPIs, which can be used to measure the performance of HK divisions of health-care facilities, in balanced scorecard perspectives. The findings also revealed that the KPIs determined using the model have a significant impact on implementing effective health-care HK services and could be used tomeasure both real and subjective cleanliness. Practical implications – The developed model can be used for numerous PMrequirements in health-care setups in both developing and developed countries. The KPIs determined using this model can be presented in quality audits and government inspections as proof of effective HK management. The HK managers of the health-care sector can effectively monitor the performance of their divisions using the proposed PM model and thismodel can be customised to match the other facilities management service divisions. Originality/value – Many studies focus on overall health-care PM. This study expands the knowledge on HK PM in the health-care sector by presenting a collection of performance indicators centred on HK function.