ASSESSMENT OF HEALTCARE HOSPITALITY GUIDE USING THE 5P’S MODEL

Yıl 2016, Cilt: 1 Sayı: 3, 37 - 45, 30.12.2016

Seher Gülenç , Meryem Akoğlan Kozak

Öz

In recent years it is observed that hospitality services are important for healthcare services to take on a superior position within the excessively competitive environment among healthcare facilities. This approach that is also known as healthcare hospitality has started to be applied in the public domain after private hospitals. The objective with this approach is to enhance the hospitality service quality at hospitals. To this end, the objective of this study is to evaluate the “Healthcare Hospitality Service Guide” developed by the Ministry of Health. 5-P model will be used to examine the strategical suitability of all the suggestions included in this document. 5-P Model is a model that is frequently used for the success of change management and strategic administration applications with its dimensions of purpose, principles, people, processes and performance. This study will focus on the level at which the dimensions of the 5-P model meet the dimensions and standards in the healthcare hospitality service guide. Thus, a strategical evaluation of the healthcare hospitality service criteria will have been made. It is expected that the results will contribute to medical tourism, hospital administrations and strategic administration literature.

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