Factors affecting the management of hospitality in hospitals.

Abstract

This study was an exploration of the concept of hospitality within a hospital setting. A working definition was arrived at which formed the basis for the field work. A pilot study, involving a small number of in-patients considered two themes, first whether the concept appeared to have a place in hospitals including, whether factors suggested as central to hospitality, were considered by the in-patients to be at least necessary, if not important. Also the study sought any additional hospitality factors which the in-patients might suggest, and served to test the study tools prior to the more extensive study. The second theme was anxiety, it being considered that where patients were anxious they would not feel 'at home' and if the hospital experience could be improved a reduction in anxiety might be expected. After the pilot study this secondary theme was no longer pursued. The main study, involving approximately four hundred in-patients, focused on hospitality factors and required in-patients to rank the hospitality factors in the order of their importance and also to award the importance of each factor with some magnitude, additional hospitality factors were also sought. With computer assistance the results were analysed, indicating that the concept did appear to have a place in hospitals. Hospitality factors could be identified and considerable agreement was found, by a varied sample, regarding their relative importance, Not surprisingly, considering the setting, the aspect of 'friendly medical staff was regarded as of major importance, of the other factors none were regarded as unnecessary and no additional factors were highlighted. The question of the magnitude of the importance of the hospitality factors generally supported the priorities identified but the alternative approach raised implications regarding how the study tool might be applied as a management tool, study also indicates several areas for further research.