Samenvatting

BackgroundWorldwide healthcare systems insist a patient centred, integrated, approach, which improves clinical outcomes, quality of life, patient satisfaction, effectiveness, and efficiency. In the Netherlands, Integrated care (IC) centres arise, but literature does not attend Facility Managements (FM) role. This research addresses FM value needs for IC.
MethodsIn this multiple case study research, data is collected by using semi-structured interviews, an expert meeting and secondary data (triangulation). Sampling is purposive and non-probability based. The response rate of semi-structured interviews was higher than the response rate of the expert meeting (4 out of 5 vs 3 out of 10).
All four cases separately represented either a first or second line organization, from either an integrated or not integrated perspective. Semi-structured interviews, using an interview guide, are conducted with a medical specialist and a general manager per case.
An expert meeting with an IC expert, FM expert and patient representative is organized and nine non-academic secondary documents written in the last four years are analysed, to determine consistencies and differences with case study data.
ResultsIn the Netherlands, IC considers shifting low complex second line care to first line, improving quality and service and reducing costs (triple aim). FM needs and FM added value are indefinite, especially within cases without IC. IC needs little accommodation adjustments. Specifically, FM needs to support self-management, prevention, and communication. Added value of FM for IC is increase customer satisfaction, support image and improve productivity.
ConclusionFM can add value to IC through a demand-driven organizational strategy that increases satisfaction, creating a customer friendly environment, and excellent digital infrastructure that supports image and improves productivity, reinforcing IC’s triple aim.