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Hotel-style room service in hospital...

Sheehan-Smith, Lisa.

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Hotel-style room service in hospitals: The new paradigm of meal delivery for achieving patient satisfaction of food service.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Hotel-style room service in hospitals: The new paradigm of meal delivery for achieving patient satisfaction of food service./
Author:	Sheehan-Smith, Lisa.
Description:	198 p.
Notes:	Source: Dissertation Abstracts International, Volume: 65-05, Section: B, page: 2324.
Contained By:	Dissertation Abstracts International65-05B.
Subject:	Health Sciences, Health Care Management. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3134715
ISBN:	0496819410

Hotel-style room service in hospitals: The new paradigm of meal delivery for achieving patient satisfaction of food service.
Sheehan-Smith, Lisa.

Hotel-style room service in hospitals: The new paradigm of meal delivery for achieving patient satisfaction of food service. - 198 p.

Source: Dissertation Abstracts International, Volume: 65-05, Section: B, page: 2324.

Thesis (Ed.D.)--Peabody College for Teachers of Vanderbilt University, 2004.

Process evaluation, incorporating qualitative and quantitative methodologies, was used for exploring hotel-style room service in hospitals. The conceptual framework for the study included four interrelated elements, internal service quality, employee job satisfaction, external service quality, and patient satisfaction.

ISBN: 0496819410Subjects--Topical Terms:

1017922
Health Sciences, Health Care Management.

Hotel-style room service in hospitals: The new paradigm of meal delivery for achieving patient satisfaction of food service.
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100 1 $a Sheehan-Smith, Lisa. $3 1931591
245 1 0 $a Hotel-style room service in hospitals: The new paradigm of meal delivery for achieving patient satisfaction of food service.
300 $a 198 p.
500 $a Source: Dissertation Abstracts International, Volume: 65-05, Section: B, page: 2324.
500 $a Major Professor: James W. Guthrie.
502 $a Thesis (Ed.D.)--Peabody College for Teachers of Vanderbilt University, 2004.
520 $a Process evaluation, incorporating qualitative and quantitative methodologies, was used for exploring hotel-style room service in hospitals. The conceptual framework for the study included four interrelated elements, internal service quality, employee job satisfaction, external service quality, and patient satisfaction.
520 $a The study took place in four heterogeneous hospitals. Participants included management personnel and room service employees (n = 85). Semi-structured interviews, observations and artifacts were used to collect data about: (1) the contextual nature of hospitals using this meal delivery system, (2) the features that comprise the system, (3) its advantages and disadvantages, and (4) the barriers and facilitators to implementing it. This data was used to identify "best practices" for achieving patient satisfaction. Finally, the Job Satisfaction Survey and the Hogan Personality Inventory were used to gather data about room service employees' satisfaction with their job and their service orientation, respectively. Data about patient satisfaction of foodservice quality, pre- and post-room service, were obtained post facto.
520 $a The results of inductive data analysis revealed that there was a high level of congruency amongst the hospitals' room service processes. The major barrier to implementing room service was obtaining nursing support for the new process. The key facilitators were a service-oriented organizational culture, use of a multidisciplinary planning and implementation team, and intense customer service training of room service employees. The overwhelming advantage was patients' control over their food choices resulting in increased satisfaction of food service. The main disadvantage was cost. The findings also indicated a strong presence of the elements comprising the conceptual framework. Most notably, a high level of job satisfaction amongst room service employees, a moderate to high level of service orientation in room service employees, and an increase in patient satisfaction of food service quality after the implementation of room service.
520 $a In light of the findings, the best practices in hotel-style room service based on this study are: (1) the use of a multidisciplinary planning and implementation team, (2) adequate time for planning and implementation, (3) customer service training, (4) continuous communication, (5) menu based on customer needs, (6) tailored uniforms, and (7) carts with beverage stations.
590 $a School code: 0074.
650 4 $a Health Sciences, Health Care Management. $3 1017922
650 4 $a Health Sciences, Nutrition. $3 1017801
650 4 $a Psychology, Industrial. $3 520063
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710 2 0 $a Peabody College for Teachers of Vanderbilt University. $3 1023173
773 0 $t Dissertation Abstracts International $g 65-05B.
790 1 0 $a Guthrie, James W., $e advisor
790 $a 0074
791 $a Ed.D.
792 $a 2004
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3134715