Healthcare facility management approach in Türkiye: a case study at the biggest health-care facility in Europe

Purpose The purpose of this case study is to evaluate the provision of health-care facility management (FM) services within the scope of a private company in Ankara Bilkent City Hospital, an integrated health-care facility. Specifically, this study analyzes the subjective perspectives of stakeholders who benefit from the facility’s services. Using a satisfaction scale, developed for each stakeholder, both the services provided within the scope of health FM and the understanding of FM were evaluated separately. This study brings a new perspective into the provision of FM services at the Ankara Bilkent City Hospital. Design/methodology/approach A qualitative approach was adopted to collect information necessary to identify, describe and categorize the basic framework and the scale used in the case study. Findings Four hypotheses are presented and discussed in detail using the case study’s results. Additionally, the current status of FM and the services required to improve it are also discussed. Originality/value This paper covers the evaluation and understanding of how health-care FM is provided comprehensively with a holistic approach. The scales used by respondents, the main stakeholders of FM, were developed specifically for this case study.