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Title: User satisfaction in PFI and non-PFI hospitals in the UK : in particular the outpatients' department reception/waiting areas
Author: Henderson, Wendy M.
ISNI:       0000 0004 2701 2415
Awarding Body: University of Bedfordshire
Current Institution: University of Bedfordshire
Date of Award: 2008
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Few studies have been undertaken which examine the correlation between design of the receptionl/waiting areas of the outpatients' departments and the implications for Private Finance Initiative (PFI) and non-PFI hospitals, in particular the interior environment with reference to user satisfaction. This study investigates to what degree user satisfaction has been achieved in the design of the receptionlwaiting areas in PFI and non-PFI hospitals. The aim of the investigation is to determine whether user satisfaction can be achieved in PFI or non-PFI hospital environments, particular in the outpatients' department. To ascertain whether hospital environments facilitate user friendly and therapeutic characteristics/attributes conducive to user satisfaction, two strands of investigation were undertaken; a) investigation and analysis of PFI and non-PFI hospital design; b) the study of users (PFI and non-PFI) via questionnaire surveys and analysis of their perceptions. The research methods utilised combinations of qualitative information from interviews, discussions with hospital end users, architects/designers and Consortium executives. The surveys undertaken with patients, hospital staff and NHS Trust Managers provided quantitative data to measure the degree to which user satisfaction had been achieved. The main findings of the design analysis identify the strengths and weaknesses in the design of the 'main' and 'sub' reception/waiting areas respectively. The results of the patient surveys, discussions and interviews revealed more positive perceptions of the hospital facilities for PFI hospitals and a general acceptance of the hospital facilities in the non-PFI hospitals. However, the other comments section of the questionnaires reveals some psychological needs of the user were not being met. The hospital staff surveys, discussions and interviews revealed the spatial planning was not ideal for their functional needs. The survey of NHS Trust Managers, Architects/Designers and Building Contractors revealed the difficulties associated with the collaborative process and the implications for the design development process, when reflecting upon 'cost effectiveness' and 'value for money' issues. The conclusions drawn from the study suggest that there is a case for the standardisation of therapeutic environments in the development of 'new build' hospital projects via the design development and collaborative process. The recommendation (see p. 313) provides a design protoeo/that enhance and aids the design development process via selective expertise, which addresses the functional and psychological needs of the hospital end user.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available
Keywords: N220 Institutional Management ; hospitals ; outpatients ; PFI ; reception ; user satisfaction ; customer satisfaction