Sweeney, Frow, Payne, and McColl-Kennedy investigated how hospital design influences the wellbeing of both patients and health care professionals. They report that “The hospital servicescape had a greater impact on physical, psychological and existential well-being for professionals than for patients. However, the reverse was true for satisfaction. The new servicescape enhanced the satisfaction and physical and psychological well-being of professionals but only the satisfaction of customers. The study implications for health care policy suggest that investment in health care-built environments should balance the needs of health care professionals with those of customers to benefit their collective well-being and satisfaction. Based on the findings, the authors propose that servicescape investments should focus on satisfying the physical needs of patients while also placing emphasis on the psychological needs of professionals. Health care spending on physical facilities should incorporate careful cost-benefit analysis, ensuring that beneficial features for both user groups are included in new hospital designs, omitting features that are less supportive of well-being.”
Jillian Sweeney, Pennie Frow, Adrian Payne, and Janet McColl-Kennedy. “How Does a Hospital Servicescape Impact the Well-Being and Satisfaction of Both Health Care Customers and Professionals?” Journal of Services Marketing, in press, https://doi.org/10.1108/JSM-03-2023-0082