Nicole Gerber
Zurich University of Applied Sciences, Switzerland
Title: Service catalogue for nonâ€medical support services in hospitalsâ€Version 2.0
Biography
Biography: Nicole Gerber
Abstract
The first version of the Service Catalogue for Non-medical Support Services in Hospitals (LekaS) was developed in a consortial research approach between the Zurich University of Applied Sciences, several hospital associations and industry partners. The goal of LekaS was to have a clear and comprehensive definition and differentiation of the non-medical support services in hospitals in order to facilitate a common understanding of the type and scope of the services, and to enable a clear product bundling. The overarching aim of the initiative was to have a standardized basis to define clear and comparable Service Level Agreements, to make detailed process descriptions and improvements, to systematically discuss relationships and dependencies between the strategic, tactical and operational levels, to improve financial transparency and thereby to develop and implement sensible benchmarking approaches, as well as to have a well -founded basis for discussing cost-cutting measures (Gerber & Läuppi, 2015, p. 8). The conceptual basis was the norm “SN EN 15221-4 (2011) Facility Management: Taxonomy, Classification and Structures in Facility Management”, however the catalogue was adapted specifically to the branch. Meanwhile, several applied projects in the field as well as feedback from practitioners have provided hints about how to complete and refine the catalogue. LekaS Version 2.0 is therefore newly-structured, is more complete and adapted to the most recent findings from different research and development projects.