Process model for the food service in Swiss hospitals

Background: Since the introduction of Swiss Diagnosis Related Groups in 2012, a Swiss hospital's core business requires Facility Management that provides more transparent, effective and efficient services. In that respect, the new remuneration system has caused a growing interest in processes. Food provision is of high importance since it is one of the costliest support services and is a critical image factor of a hospital. Purpose: The purpose of this research was to analyse the food service processes in Facility Management in hospitals through the lenses of social, economic and ecological sustainability as well as hygiene and safety, and to identify which issues arise from each viewpoint for the respective sub-processes. Methodology: A two-fold qualitative case study design was applied, based on the reference model theory Process Model for Non-Medical Support Services in Hospitals. First, based on focus groups, the process model was developed. Second, the model was validated by input from interviews with Facility Management professionals. Results: Each sub-process requires the consideration of individual factors from the perspectives of sustainability, hygiene and safety. Similarly, various overarching factors were identified, such as the production method that impact not only a single sub-process, but also play a role in the whole catering process. Additionally, it became evident that food provision in hospitals is particularly affected by the conflicting priorities of cost-effectiveness and sustainability. Conclusion: The outcome of this work is a model that allows a holistic process analysis of catering activities in hospitals since it takes into account social, economic and ecological sustainability, as well as both hygiene and safety aspects for the individual sub-processes. This research gives guidance to facility managers who strive for process optimisation to guarantee efficient and effective food provision in hospitals. Unique Value to the Body of Facility Management Knowledge: This work applies established catering sub-processes in hospitals to the context of sustainability, hygiene and safety. The proposed model caters to the increasing interest in processes in healthcare in Switzerland and can presumably be applied to hospitals of other countries