Facilities management in the NHS: overlapping authority and demarcation disputes

Purpose The research aimed to investigate the implementation of the new ward housekeeper role a hospital setting. The outcome was to propose a model to demonstrate how FM departments and clinical ward teams work effectively together to deliver catering and cleaning services. Methodology The context of the implementation of the role was deemed a necessary feature, particularly to understand the organisation structures. In this case the context being a hospital and the underlying mechanisms in place such as local recruitment and retention issues. Therefore an interpretive approach was taken and a series of semi-structured interviews were the primary method to collect data, supplemented by some non-participant observation and document analysis. Findings The findings from the two themes enabled the development of a model to illustrate the working relationships between FM departments and clinical ward teams. Practical implications The findings from the study are of significance for hospital facilities and estates departments and clinical stakeholders who have a responsibility for ward catering, cleaning and the environment. Originality/value The significance of this study emerges through the advancement of methodology within the context of facilities in healthcare and through the contribution to knowledge and practice as a result of the proposed mode. This was the first type of study to look in detail at ward housekeeping models, using an interpretive approach over a relatively long period of time.