Audit assessment of the facilities maintenance management in a public hospital in Malaysia

Abstract

Purpose – The purpose of this paper is to assess the existing facilities maintenance management practices and processes in public hospitals, in accordance with the concession agreement (CA), in order to identify the current performance status. Design/methodology/approach – A case study is conducted in one district hospital in Malaysia to assess five key elements: leadership; policies, plans and procedures; training and orientation; monitoring and supervision; and service performance. Data are collected through questionnaires, guided interviews, documentation review and retrieval, archival records review, and direct observations. Findings – The status of facilities maintenance management in the hospital is categorised as “maturing”, which implies that there has been a good planning and management with all essential requirements and compliance with regulations. Nevertheless, analyses of findings indicate that the maintenance organisations in the hospital still do not realise the importance and benefits of effective facilities maintenance management. Research limitations/implications – Findings reveal that continuous involvement of all organisations is rudimentary to provide guidance and direction to the maintenance function. Practical implications – This research has gained an insight into the management practices and processes exhibited by a maintenance organisation in executing contractual and regulatory requirements of privatised facilities maintenance services in a public hospital. It has also gained an insight into the practice of a maintenance management audit, which was conducted with a view to identifying areas of weakness such that recommendations can be derived to improve the maintenance performance. Originality/value – This research has introduced a set of key ingredients and effectiveness measures for successful facilities maintenance management. It also explores opportunities for improving facilities maintenance management in public hospitals.