DEPARTMENT OF ESTATE -MANAGEMENT FACULTY OF ARCHITECTURE, PLANNING AND SURVEYING UNIVERSITI TEKNOLOGI MARA

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1 DEPARTMENT OF ESTATE -MANAGEMENT FACULTY OF ARCHITECTURE, PLANNING AND SURVEYING UNIVERSITI TEKNOLOGI MARA FACILITY MANAGEMENT AT HOSPITAL SULTANAH BAHIYAH, ALOR STAR This dissertation is submitted in partial fulfillment of the requirement for the award of Bachelor Degree of Estate Management (Hons) NURUL SHUHAIDA BINTI ZAULKAFLI SEMESTER JANUARY - APRIL 2010

2 STUDENT'S DECLARATION Academ ic Project Title: FACILITY MANAGEMENT AT HOSPITAL SULTANAH BAHIYAH, ALOR SETAR I declare that this report is the result of my own research, unless otherwise indicated or acknowledged as referenced work. In the event that my report be found to violate the conditions mentioned above, I voluntarily waive the right of conferment of degree and agree be subjected to the disciplinary rules and regulations of University Teknologi MARA. Signature Student's Name NURUL SHUHAIDA BT ZAULKAFLI Date 23th FEBRUARY 2010 II

3 SUPERVISOR'S DECLARATION Academic Project Title: FACILITY MANAGEMENT AT HOSPITAL SULTANAH BAHIYAH, ALOR SETAR I admit that I had read this report and from my opinion it has fulfilled the requirements and qualified for the purpose of conferment of Degree of Bachelor of Estate Management (Hons) Signature Supervisor's Name Date MISS MASZUWITA ABO WAHAB 23th FEBRUARY 2010 III

4 ACKNOWLEDGEMENT Firstly, all praises to the Almighty Allah S.W.T and Prophet Muhammad S.A.W for giving me the strength and patience in completing this dissertation regarding of "Facility Management at Hospital Sultanah Bahiyah" in the specified time. I was recognizing without the help and support of numerous people whether directly involved or not, I would have been possible to complete this dissertation. First of all, I wish to express my sincere appreciation to my main thesis supervisor, Miss Maszuwita Abdul Wahab for her encouragement, guidance, critics, suggestion and comments in every stage of this dissertation. Furthermore, I also wish to express my sincere appreciation to this entire important people below:-.. Abd Rahman B Che Ahmad, Vice Director of Management, Hospital Sultanah Bahiyah, Alor Setar. '*- Encik Abdul Khalid Bin Haji Ismail, Administration Staff of Administration Unit, Hospital Sultanah Bahiyah.. Encik Nordin Bin Ali, Assistant Facility Manager of Faber Medi-Serve Sdn. '*- '*- '*- Bhd Encik Mohd Syairis Bin Che Din, Head of Facilities Engineering Maintenance Services (FEMS) of Faber Medi-Serve Sdn Bhd. Puan Sarimah, Supervisor of Cleansing Services (CLS) and Clinical Waste Management Services (CWMS), Faber Medi-Serve Sdn Bhd. Puan Zuraidah Binti Husain, Supervisor of Linen and Laundry Services, Faber Medi-Serve Sdn Bhd. IV

5 Then, I am also very grateful to all my family members for their continuous support and encouragement until now. Besides that, my sincere appreciation also extends to all my colleagues and others who have provided assistance at various occasions. Their views and tips are useful indeed. Lastly, I also would like to express my sincere appreciation toward many anonymous respondents who took the time to complete the questionnaires. v

6 ABSTRACT Presently, Facility Management (FM) becomes important in construction industry although it is still a new field in Malaysia. FM is the integration of people, place, process and technology. Besides that, it is important for properties especially hospital to ensure customer obtains a comfortable and safety environment. Therefore, maintenance was needed to make sure the building and the facility provided in the building always in good condition and can fulfills customer requirement. By ensuring the building and its facility provided obtains good maintenance, the related party should sensitive with the facility either having problem or not. Other than, the related party should have systematic maintenance planned to manage and maintain a building and the facility. In order to know in detail regarding facility management field, a case study was conducted at Hospital Sultanah Bahiyah, Alor Star, Kedah. The data was collected through interview with staff of Faber Medi-Serve Sdn Bhd which is the facility management team at the hospital, and also via observation and questionnaire. The researcher carried out observation in order to identify the facility provided and the problem occurred at the hospital. Meanwhile, the purpose of collecting data through questionnaire is to identify the customer satisfaction level toward facility provided. Hopefully, the result of this study will help to understand more about facility management for hospital's building and simultaneously can give recommendation in the direction of enhancement hospital services especially public hospital. VI

7 ABSTRAK Pengurusan Fasiliti adalah satu bidang baru yang sedang berkembang di Malaysia. la melibatkan penglibatan masyarakat, tempat, proses dan teknologi. Selain itu, ia adalah satu bidang penting yang diperlukan dalam sesuatu bangunan seperti hospital bagi memastikan pengguna berada dalam keadaan selesa dan selamat. Oleh itu, penyelenggaraan diperlukan untuk memastikan bangunan dan setiap kemudahan yang disediakan di dalam bangunan berfungsi dengan baik dan dapat memenuhi keperluan pengguna. Bagi memastikan bangunan dan setiap kemudahan yang disediakan diselenggara dengan baik, pihak pengurusan perlu sentiasa peka dengan setiap masalah yang berkaitan kemudahan tersebut. Selain itu, pihak pengurusan mesti mempunyai sistem yang sistematik untuk menyelenggara kemudahan tersebut. Bagi mengetahui dengan lebih mendalam tentang gambaran sebenar pengurusan fasiliti, satu kajian kes telah dijalankan di Hospital Sultanah Bahiyah, Alor Setar, Kedah. Pengumpulan data telah dijalankan melalui temubual dengan pihak yang terlibat dengan pengurusan fasiliti di hospital tersebut iaitu Faber Medi-Serve Sdn Bhd serta melalui kaedah pemerhatian dan soal selidik. Pemerhatian dijalankan bagi megetahui kemudahan yang terdapat di hospital serta masalah yang dialami. Manakala, soal selidik dijalankan bagi mengetahui tahap kepuasan pengguna terhadap kemudahan yang disediakan. Hasil daripada kajian ini diharapkan dapat mengetahui dengan lebih mendalam tentang pengurusan fasiliti bangunan hospital serta dapat mengemukakan beberapa cadangan bagi meningkatkan perkhidmatan di hospital terutamanya hospital kerajaan. VII

8 LIST OF CONTENTS Chapter Title Page TITLE PAGE STUDENTS DECLARATION SUPERVISOR'S DECLARATION ACKNOWLEDGEMENTS ABSTRACT ABSTRAK TABLE OF CONTENTS LIST OF TABLES LIST OF FIGURES LIST OF PHOTOGRAPHS LIST OF APPENDICES LIST OF SHORT TERM! SYMBOLS ii iii IV-V vi vii VIII VIII XII XIII XIV XIV CHAPTER 1 INTRODUCTION 1.1 Introduction Problem Statement Objective of the Study Scope of the Study Significant of the Study Research Methodology Summary of Chapter 8 CHAPTER 2 LITERATURE REVIEW 2.1 Introduction 2.2 Facility Management 11 VIII

9 2.2.1 Definition of Facility Definition of Facility Management Facility Management Objective Facility Management Activities Facility Management Strategy Facility Management Process Important of Facility Management Building Definition Of Building Type of Building Hospital Definition of Hospital Types of Hospital Maintenance Definition of Maintenance Objective of Maintenance Types of Maintenance Significant of Maintenance Previous Research Conclusion 33 CHAPTER 3 CASE STUDY 3.1 Introduction Hospital Sultanah Bahiyah History Organisation Chart of HSB Departments I Units & Wards at HSB Facilities Provided at HSB Faber Medi-serve Sdn Bhd Types of Facility Managed and Maintained by Faber Medi-Serve Sdn Bhd at HSB The Problem Occurred at HSB Conclusion 55 IX

10 CHAPTER 4 DATA COLLECTION AND ANALYSIS 4.1 Introduction Personal Respondent Satisfaction Level of User Ward Lift Air-conditioner System Fire Protection System Toilet Disposal System & Cleanliness Electrical System & Lighting Building Structure (Wall, Floor, Door, and Window) Prayer Space Parking Space Furniture Security System Communication System (Public Phone) Conclusion 74 CHAPTER 5 CONCLUSION AND RECOMMENDATION 5.1 General Recommendation Recommendation for future studies Conclusion 80 BIBIOLOGRAPHY APPENDICES x

11 LIST OF TABLES Table no. Title Page The Department and Units at Hospital Sultanah Bahiyah The List of Wards at Hospitals Sultanah Bahiyah The List of Support Services at Hospital Sultanah Bahiyah Example of Facility under FEMS XI

12 LIST OF FIGURES Figure no. Title Page 1.1 Research Methodology Chart Typical facility management organization (Courtesy of Computer-Aided Design Group) Type of Maintenance (source: BS 3811:1984) Organisation Chart of Hospital Sultanah Bahiyah (Department of Administration Facility Management at Hospital Sultanah Bahiyah Type of Facility Engineering Maintenance Services Colour Coding used by CLS at Hospital Sultanah Bahiyah Gender of respondent Age of respondent The Category of Respondent Satisfaction Level of User toward Ward Satisfaction Level of User toward Lift Satisfaction Level of User toward Air-Condition System Satisfaction Level of User toward Fire Protection System Satisfaction level of User toward Toilet Satisfaction Level of User toward Disposal System and Cleanliness Satisfaction Level of User toward Electrical System & 67 Lighting 4.11 Satisfaction Level of User toward Building Structure Satisfaction Level of User toward Prayer Space Satisfaction Level of User toward Parking Space Satisfaction Level of User toward Furniture Satisfaction Level of User toward Security System Satisfaction Level of User toward Communication System 73 XII

13 LIST OF PHOTOGRAPHS Photo no. Title Page 3.1 Map of Hospital Sultanah Bahiyah, Alor Setar (Hospital Sultanah Bahiyah Website) View of Hospital Sultanah Bahiyah, Alor Setar The Waiting Area at the entrance of Hospital Sultanah Bahiyah People Facing Difficulties and Restless While Waiting Walls Ceiling Parking spaces of motorcycle Cars Parking 54 XIII

14 LIST OF APPENDICES Appendix Title Page 1 Organisation Chart of Faber Medi-Serve Sdn Bhd 85 2 Questionnaire on facility management at HSB. 86 LIST OF SHORT TERM! SYMBOLS HSB : Hospital Sultanah Bahiyah FMS : Faber Medi-Serve Sdn Bhd % : Percentage XIV

15 CHAPTER ONE: INTRODUCTION

16 CHAPTER ONE INTRODUCTION 1.0 General Hospital is an institution for healthcare providing patient treatment by specialised staff and equipments. Hospitals may have several of the departments or units like emergency department, intensive care unit, outpatient department, pediatrics department, pharmacy, plastic surgery, radiology, and surgery department and nonmedical departments include medical records department and release of information department. Hospital is designed to minimize the effort of medical personnel and maximize the efficiency of the whole system. Suitable designed of hospital also will reduce the travel time for personnel within the hospital and the transportation of patients between units. Whether private or public hospital is became an important part for society. Today, hospitals are usually funded by the state or by health organizations whether for profit or non-profit purpose. They are providing complex medical care depends on their capability. So, there are many public and private hospital was built nowadays to fulfill all people's needs to get good healthy. Public hospital was built to help low income society obtains necessary healthcare treatment with low charges price compared private hospital and other healthy institution. The Star, 16 May 2009, reported that more people seeking treatment at government hospitals compared with private hospitals. Consequently, public hospital should manage and maintain their hospital to compete satisfaction of users or patients. Normally hospital's mission is to ensure the quality and continuity of facilities of healthcare, public and private healthcare. Furthermore, they should have management team like facility management team to manage their building, infrastructure, and services. Facility is not only focuses on physical infrastructure provided but also in the services and finance aspect. 2

17 This study is to identify the facility management and to investigate the satisfaction level of user or patient towards facility infrastructure provided at Hospital Sultanah Bahiyah. 1.1 Problem Statement a. Inadequate facilities provided. Hospitals are a complex institution that requires dedicated facilities to fulfill individual needs of specialist medical care in wards, operation theatres, outpatient clinics and other treatment areas. Every aspect of upkeep and maintenance of healthcare institutions need to be well maintained and kept in excellent operational order. Well maintenance will prevent all facilities of healthcare institution from breakdown. So, it will avoid the healthcare institution from have problem related inadequate facilities provided. BERNAMA, 20 July 2008 reported that "the number ofpatients at Hospital Sultanah Bahiyah was increasing each day to the point that beds were not enough. As a short term measure, we will use wards at the Alar Star Hospital that has 1,000 beds to accommodate HSB patients'. This situation shows that the facilities should to be maintained and managed systematically to prevent from any damages. Thus, the duration of the facilities can be extended. b. Lack of support staff Meanwhile, the short of support staff should be to give more attention by Ministry of Health and facility management team of hospital to ensure suitable services to the people proceed smoothly. The facility management team should have sufficient experience's worker or staff to make sure all work of maintenance proceed efficiently. In the meantime, hospital also needs facility management team to be ready 24-hours everyday at the hospital. So, it need more staff to give good quality of services to public. 3

18 Lack of support staff like the shortage of specialist nurses also need to be give attention. This is can be reason of setback for several new public hospitals as they are unable to fully open their wards and intensive care units and offer specialty and sub-specialty services. BERNAMA, 20 JUly 2008, reported that Malaysia was particularly short of nurses with post-basic training in new areas such as HIV counseling, genetic counseling and neuroradiology intervention. Consequently, lack of support staff is a problem that needs to focus by the related party to keep away any problem occurs at hospital. c. Maintenance and management of the building Hospital provide many common facilities such as building, car park, furniture, water supply system, electrical system, lift, fire protection system and etc. So, it needs more attention by facility manager to make sure these facilities always in good condition. Other than, the facility manager should maintain and manage the buildinq properly to expand their duration. Subsequently, a proper maintenance and management of the building will make the building constantly efficient to use as the main purpose of building was built. For example, hospital should be maintained and managed very well to make the building always function. Thus the maintenance and management of building is an important element should be considered at the design stage. The New Straits Times, 6 March 2007, reported that the Health Ministry has accepted the blame for the delay of the Sultanah Bahiyah Hospital project in Alor Star just to make sure the building was safe for use. Ministry has asked the Works Ministry to make changes to the specifications like specifications for the medical facilities and scope of work for the Hospital Sultanah Bahiyah's project to make sure the building is safe that requires medical technology standards as reported by Deputy Health Minister, Datuk Dr Abdullah Latiff Ahmad. This shown that the element of maintenance and management of building should starts at the design stage of the project. 4

19 1.2 Objective of the Study The aim of the study is to identify the facility management and the satisfaction level of user that perceive the facilities provided was managed and maintained by facility management team at Hospital Sultanah Bahiyah. As to achieve the aims of the study, the following objectives has been identified;- a. To identify the problem occurred in Hospital Sultanah Bahiyah, Alor Setar b. To identify the facilities provided in Hospital Sultanah Bahiyah, Alar Setaro c. To identify the satisfaction level of uses that perceive the facilities provided that was managed and maintained by facility management team at Hospital Sultanah Bahiyah. 1.3 Scope of the Study The study encompassed facility management in Hospital Sultanah Bahiyah, Alor Setar, Kedah. The respondent for this project are all person that uses facilities provided in the Hospital Sultanah Bahiyah such as patients, and visitor of the hospital. These respondents are chosen basically because they are direct involved with the facilities. 1.4 Significance of the Study This study was prepared to know the particular way of managing and maintaining facilities that used by public hospital especially Hospital Sultanah Bahiyah. Through this study, all information related with the facility management at the hospital will find out via discussion with team management at the hospital. Based on this study, the facility management team can discover any problem with their system. Furthermore, the team management can improve the system in 5

20 the next time and minimize cost of repair and maintain the facilities. So, it will help to increase the duration of hospital's facilities. Then, the facility management team will know the satisfaction level of users. Its also can be guideline to the facility management team at the hospital to improve the level of quality service. 1.5 Research Methodology To achieve the aim and the objectives of the study, a research methodology needs to be applied in gathering data and information such as primary data and secondary data Primary data The primary data is able to gather by an interview, observation and questionnaire. The interview method is a process asks questions to parties involved with the facility management team at Hospital Sultanah Bahiyah. Meanwhile, the observation method is a surveyor inspection around the hospital area in order to know very well about the building and facilities. The study will provide description on facility management at Hospital Sultanah Bahiyah. The focus of this study is to identify the problem occurred at Hospital Sultanah Bahiyah, to identify the facilities provided at the hospital and to identify the satisfaction level of user that using the facilities provided. An interviews and discussion will carry out with the facilities management team at Hospital Sultanah Bahiyah to get information about the facility management. More over, the observation will carry out to identify the problem occurred and the facilities provided at Hospital Sultanah Bahiyah. Then, the questionnaire will distribute to the users who direct involve with the facilities at the Hospital Sultanah Bahiyah. The surveys are conducted to 6

21 identify the satisfaction level of user to the facility provided was managed and maintained by facility management team at Hospital Sultanah Bahiyah Secondary data Secondary data is present data that can be reaching-from the books, newspaper clippings, reports, journals, website and others to fill in the study as support's statement. Generally, the secondary data is required to describe in detail regarding facility management and building maintenance. ""-- ---" IDENTIFY PROBLEMS ) l ~, DETERMINE THE OBJECTWE AND SCOPE OF THE STUDY LITERATURE REVIEW Literature review from joumat paper, booh!; report and weostte to understand elnd formulated the objectives of the stud)' COLLECTING DATA I J I OB:;:ER\/'::'TlorJ OfJ THE BUILDIfJG OF THE HOSPITAL I QUESTIOtJARE ANALYSIS AND PROCESSING DATA Through Statistical Pacl<"age for Social Science (SPSS: System CONCLUSION AND RECOMMENDATION Figure 1.1: Research Methodology Chart 7

22 1.6 SUMMARY OF CHAPTER Summary of chapter is an approach that used to make people easy to understand during reading any study or research. So, below is the summary of chapter for this study:- Chapter 1: Introduction This chapter discusses the background and problem statement of the study, follows by the objectives, scope and important of the study. The methodology of the study is then discussed briefly to show the direction of the study towards achieving the objectives. It then summarises the structure of this project report. Chapter 2: Literature Review This chapter presented the literature review, which was relevant to facility management, hospital and the services, and maintenance and management. The depth of review includes definition, type, process and other matters that related with this project were being discussed in detailed to assist the development of the questionnaire survey and the interview. All related information for this chapter composed from books, journals, newspaper clippings, internet and others Chapter 3: Study Case This chapter will gives the detailed of case study. The problems statement and objectives will discuss in detail at this chapter. All information about case study was gathered from interview, observation, journal, newspaper clippings, internet and others. 8

23 Chapter 4: Data Collection and Analysis Chapter 4 provides the detailed analysis of the results from the questionnaire survey. The people involved with the facilities are required to fill up the survey to identify and measure the service quality of the facilities management team. Chapter 5: Conclusion and Recommendation The last chapter will summarize the findings of data analysis and corresponds against the project research objective. This chapter also highlights the main conclusion and recommends the future improvement required on the problems identified. 9

24 CHAPTER TWO: LITERATURE REVIEW