Pillars of excellence, in healthcare and hospital management: A narrative review on the importance of non-clinical services

Shivani Shahu; Babaji Ghewade; Deepika Kanyal

doi:10.31893/multirev.2025093

Keywords:

healthcare policies

emerging technologies

quality improvement

hospital administration

Abstract

Non-clinical services form the cornerstone of healthcare organizations, providing essential support for seamless operations and optimal patient care. This study examines the critical role of these services, encompassing administrative, financial, human resources, facility management, information technology, security, and environmental functions. The research emphasizes the importance of aligning diverse non-clinical service requirements with hospital parameters such as size, patient volume, speciality areas, and organizational objectives. This study explores often overlooked yet crucial aspects of non-clinical healthcare in hospital administration through a comprehensive review of literature published between 2000 and 2023, utilizing databases including PubMed and Google Scholar. The findings underscore the significance of efficiency and effectiveness in non-clinical services, highlighting the integral role of technological integration in streamlining operations, establishing performance metrics, and maintaining quality assurance. The research emphasizes the importance of staff engagement and satisfaction for efficient management of operational components. Furthermore, it stresses the need for reliable and secure infrastructure in healthcare settings, emphasizing the criticality of maintaining communication channel integrity and data confidentiality. The study delineates the intricate relationship between risk management strategies and compliance protocols in developing robust healthcare infrastructures. It advocates for adopting innovative approaches and cultivating an organizational culture receptive to change, viewing these as crucial in continuously improving healthcare service delivery. In conclusion, this analysis provides a nuanced understanding of non-clinical services' pivotal role in shaping healthcare excellence. It offers valuable insights for healthcare administrators, professionals, and policymakers, suggesting that the future of healthcare lies in the judicious integration of innovative non-clinical services. This may include expanding care delivery beyond traditional settings to home-based and community-centric models, potentially revolutionizing healthcare accessibility and quality globally.
References
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16. Javaid, M., Haleem, A., Singh, R. P., & Suman, R. (2023). Towards insighting cybersecurity for healthcare domains: A comprehensive review of recent practices and trends. Cyber Security and Applications, 1, 100016. https://doi.org/10.1016/j.csa.2023.100016
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20. Manghani, K. (2011). Quality assurance: Importance of systems and standard operating procedures. Perspectives in Clinical Research, 2(1), 34–37. https://doi.org/10.4103/2229-3485.76288
21. Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator. International Journal of Environmental Research and Public Health, 16(18), 3318. https://doi.org/10.3390/ijerph16183318
22. Molina-Mula, J., & Gallo-Estrada, J. (2020). Impact of Nurse-Patient Relationship on Quality of Care and Patient Autonomy in Decision-Making. International Journal of Environmental Research and Public Health, 17(3), 835. https://doi.org/10.3390/ijerph17030835
23. MOSADEGHRAD, A. M. (2014). Factors Affecting Medical Service Quality. Iranian Journal of Public Health, 43(2), 210–220.
24. Mosadeghrad, A. M. (2014). Factors Influencing Healthcare Service Quality. International Journal of Health Policy and Management, 3(2), 77–89. https://doi.org/10.15171/ijhpm.2014.65
25. Nair, L., & Adetayo, O. A. (2019). Cultural Competence and Ethnic Diversity in Healthcare. Plastic and Reconstructive Surgery - Global Open, 7(5), e2219. https://doi.org/10.1097/GOX.0000000000002219
26. Naranjee, N., Ngxongo, T. S. P., & Sibiya, M. N. (2019). Financial management roles of nurse managers in selected public hospitals in KwaZulu-Natal province, South Africa. African Journal of Primary Health Care & Family Medicine, 11(1), 1981. https://doi.org/10.4102/phcfm.v11i1.1981
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32. Siala, H., & Wang, Y. (2022). SHIFTing artificial intelligence to be responsible in healthcare: A systematic review. Social Science & Medicine, 296, 114782. https://doi.org/10.1016/j.socscimed.2022.114782
33. Summit, I. of M. (US) C. on the H. P. E., Greiner, A. C., & Knebel, E. (2003). The Core Competencies Needed for Health Care Professionals. In Health Professions Education: A Bridge to Quality. National Academies Press (US). https://www.ncbi.nlm.nih.gov/books/NBK221519/
34. System, N. A. of E. (US) and I. of M. (US) C. on E. and the H. C., Reid, P. P., Compton, W. D., Grossman, J. H., & Fanjiang, G. (2005). A Framework for a Systems Approach to Health Care Delivery. In Building a Better Delivery System: A New Engineering/Health Care Partnership. National Academies Press (US). https://www.ncbi.nlm.nih.gov/books/NBK22878/
35. Tran, S. K. (2017). GOOGLE: A reflection of culture, leader, and management. International Journal of Corporate Social Responsibility, 2(1), 10. https://doi.org/10.1186/s40991-017-0021-0
36. Willmington, C., Belardi, P., Murante, A. M., & Vainieri, M. (2022). The contribution of benchmarking to quality improvement in healthcare. A systematic literature review. BMC Health Services Research, 22(1), 139. https://doi.org/10.1186/s12913-022-07467-8
37. Wong, E., Mavondo, F., & Fisher, J. (2020). Patient feedback to improve quality of patient-centred care in public hospitals: A systematic review of the evidence. BMC Health Services Research, 20(1), 530. https://doi.org/10.1186/s12913-020-05383-3
38. Zhenjing, G., Chupradit, S., Ku, K. Y., Nassani, A. A., & Haffar, M. (2022). Impact of Employees’ Workplace Environment on Employees’ Performance: A Multi-Mediation Model. Frontiers in Public Health, 10, 890400. https://doi.org/10.3389/fpubh.2022.890400

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Shahu, S., Ghewade, B., & Kanyal , D. (2024). Pillars of excellence, in healthcare and hospital management: A narrative review on the importance of non-clinical services . Multidisciplinary Reviews, 8(3), 2025093. https://doi.org/10.31893/multirev.2025093

[1] Aggarwal, A., Aeran, H., & Rathee, M. (2019). Quality management in healthcare: The pivotal desideratum. Journal of Oral Biology and Craniofacial Research, 9(2), 180–182. https://doi.org/10.1016/j.jobcr.2018.06.006

[2] Babiker, A., El Husseini, M., Al Nemri, A., Al Frayh, A., Al Juryyan, N., Faki, M. O., Assiri, A., Al Saadi, M., Shaikh, F., & Al Zamil, F. (2014). Health care professional development: Working as a team to improve patient care. Sudanese Journal of Paediatrics, 14(2), 9–16.

[3] Bajwa, J., Munir, U., Nori, A., & Williams, B. (2021). Artificial intelligence in healthcare: Transforming the practice of medicine. Future Healthcare Journal, 8(2), e188–e194. https://doi.org/10.7861/fhj.2021-0095

[4] Berry, L. L., Deming, K. A., & Danaher, T. S. (2018). Improving Nonclinical and Clinical-Support Services: Lessons From Oncology. Mayo Clinic Proceedings: Innovations, Quality & Outcomes, 2(3), 207–217. https://doi.org/10.1016/j.mayocpiqo.2018.05.002

[5] Cain, C., & Haque, S. (2008). Organizational Workflow and Its Impact on Work Quality. In R. G. Hughes (Ed.), Patient Safety and Quality: An Evidence-Based Handbook for Nurses. Agency for Healthcare Research and Quality (US). http://www.ncbi.nlm.nih.gov/books/NBK2638/

[6] Dash, S., Shakyawar, S. K., Sharma, M., & Kaushik, S. (2019). Big data in healthcare: Management, analysis and future prospects. Journal of Big Data, 6(1), 54. https://doi.org/10.1186/s40537-019-0217-0

[7] Devasahay, S. R., DeBrun, D. A., Galligan, D. M., & McAuliffe, P. E. (2021). Key performance indicators that are used to establish concurrent validity while measuring team performance in hospital settings – A systematic review. Computer Methods and Programs in Biomedicine Update, 1, 100040. https://doi.org/10.1016/j.cmpbup.2021.100040

[8] Elrod, J. K., & Fortenberry, J. L. (2017). Centers of excellence in healthcare institutions: What they are and how to assemble them. BMC Health Services Research, 17(S1), 425. https://doi.org/10.1186/s12913-017-2340-y

[9] Engle, R. L., Mohr, D. C., Holmes, S. K., Seibert, M. N., Afable, M., Leyson, J., & Meterko, M. (2021). Evidence-based practice and patient-centered care: Doing both well. Health Care Management Review, 46(3), 174–184. https://doi.org/10.1097/HMR.0000000000000254

[10] Erickson, S. M., Rockwern, B., Koltov, M., McLean, R. M., & for the Medical Practice and Quality Committee of the American College of Physicians. (2017). Putting Patients First by Reducing Administrative Tasks in Health Care: A Position Paper of the American College of Physicians. Annals of Internal Medicine, 166(9), 659. https://doi.org/10.7326/M16-2697

[11] Figueroa, C. A., Harrison, R., Chauhan, A., & Meyer, L. (2019). Priorities and challenges for health leadership and workforce management globally: A rapid review. BMC Health Services Research, 19(1), 239. https://doi.org/10.1186/s12913-019-4080-7

[12] Fix, G. M., VanDeusen Lukas, C., Bolton, R. E., Hill, J. N., Mueller, N., LaVela, S. L., & Bokhour, B. G. (2018). Patient‐centred care is a way of doing things: How healthcare employees conceptualize patient‐centred care. Health Expectations : An International Journal of Public Participation in Health Care and Health Policy, 21(1), 300–307. https://doi.org/10.1111/hex.12615

[13] Haleem, A., Javaid, M., Pratap Singh, R., & Suman, R. (2022). Medical 4.0 technologies for healthcare: Features, capabilities, and applications. Internet of Things and Cyber-Physical Systems, 2, 12–30. https://doi.org/10.1016/j.iotcps.2022.04.001

[14] Haleem, A., Javaid, M., Qadri, M. A., & Suman, R. (2022). Understanding the role of digital technologies in education: A review. Sustainable Operations and Computers, 3, 275–285. https://doi.org/10.1016/j.susoc.2022.05.004

[15] Hampl, S. E., Hassink, S. G., Skinner, A. C., Armstrong, S. C., Barlow, S. E., Bolling, C. F., Avila Edwards, K. C., Eneli, I., Hamre, R., Joseph, M. M., Lunsford, D., Mendonca, E., Michalsky, M. P., Mirza, N., Ochoa, E. R., Sharifi, M., Staiano, A. E., Weedn, A. E., Flinn, S. K., … Okechukwu, K. (2023). Clinical Practice Guideline for the Evaluation and Treatment of Children and Adolescents With Obesity. Pediatrics, 151(2), e2022060640. https://doi.org/10.1542/peds.2022-060640

[16] Javaid, M., Haleem, A., Singh, R. P., & Suman, R. (2023). Towards insighting cybersecurity for healthcare domains: A comprehensive review of recent practices and trends. Cyber Security and Applications, 1, 100016. https://doi.org/10.1016/j.csa.2023.100016

[17] Jones, B. K., Esther; Warburton, Will. (2021). Quality improvement made simple: What everyone should know about should know about improvement (3rd ed.). The Health Foundation.

[18] Kruk, M. E., Gage, A. D., Arsenault, C., Jordan, K., Leslie, H. H., Roder-DeWan, S., Adeyi, O., Barker, P., Daelmans, B., Doubova, S. V., English, M., García-Elorrio, E., Guanais, F., Gureje, O., Hirschhorn, L. R., Jiang, L., Kelley, E., Lemango, E. T., Liljestrand, J., … Pate, M. (2018). High-quality health systems in the Sustainable Development Goals era: Time for a revolution. The Lancet Global Health, 6(11), e1196–e1252. https://doi.org/10.1016/S2214-109X(18)30386-3

[19] Kwame, A., & Petrucka, P. M. (2020). Communication in nurse-patient interaction in healthcare settings in sub-Saharan Africa: A scoping review. International Journal of Africa Nursing Sciences, 12, 100198. https://doi.org/10.1016/j.ijans.2020.100198

[20] Manghani, K. (2011). Quality assurance: Importance of systems and standard operating procedures. Perspectives in Clinical Research, 2(1), 34–37. https://doi.org/10.4103/2229-3485.76288

[21] Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator. International Journal of Environmental Research and Public Health, 16(18), 3318. https://doi.org/10.3390/ijerph16183318

[22] Molina-Mula, J., & Gallo-Estrada, J. (2020). Impact of Nurse-Patient Relationship on Quality of Care and Patient Autonomy in Decision-Making. International Journal of Environmental Research and Public Health, 17(3), 835. https://doi.org/10.3390/ijerph17030835

[23] MOSADEGHRAD, A. M. (2014). Factors Affecting Medical Service Quality. Iranian Journal of Public Health, 43(2), 210–220.

[24] Mosadeghrad, A. M. (2014). Factors Influencing Healthcare Service Quality. International Journal of Health Policy and Management, 3(2), 77–89. https://doi.org/10.15171/ijhpm.2014.65

[25] Nair, L., & Adetayo, O. A. (2019). Cultural Competence and Ethnic Diversity in Healthcare. Plastic and Reconstructive Surgery - Global Open, 7(5), e2219. https://doi.org/10.1097/GOX.0000000000002219

[26] Naranjee, N., Ngxongo, T. S. P., & Sibiya, M. N. (2019). Financial management roles of nurse managers in selected public hospitals in KwaZulu-Natal province, South Africa. African Journal of Primary Health Care & Family Medicine, 11(1), 1981. https://doi.org/10.4102/phcfm.v11i1.1981

[27] Nyblade, L., Stockton, M. A., Giger, K., Bond, V., Ekstrand, M. L., Lean, R. M., Mitchell, E. M. H., Nelson, L. R. E., Sapag, J. C., Siraprapasiri, T., Turan, J., & Wouters, E. (2019). Stigma in health facilities: Why it matters and how we can change it. BMC Medicine, 17(1), 25. https://doi.org/10.1186/s12916-019-1256-2

[28] Reiling, J., Hughes, R. G., & Murphy, M. R. (2008). The Impact of Facility Design on Patient Safety. In R. G. Hughes (Ed.), Patient Safety and Quality: An Evidence-Based Handbook for Nurses. Agency for Healthcare Research and Quality (US). http://www.ncbi.nlm.nih.gov/books/NBK2633/

[29] Rivers, P. A., & Glover, S. H. (2008). Health care competition, strategic mission, and patient satisfaction: Research model and propositions. Journal of Health Organization and Management, 22(6), 627–641.

[30] Rout, B., & Sikdar, B. (2017). Hazard identification, risk assessment, and control measures as an effective tool of occupational health assessment of hazardous process in an iron ore pelletizing industry. Indian Journal of Occupational and Environmental Medicine, 21(2), 56. https://doi.org/10.4103/ijoem.IJOEM_19_16

[31] Rundo, L., Pirrone, R., Vitabile, S., Sala, E., & Gambino, O. (2020). Recent advances of HCI in decision-making tasks for optimized clinical workflows and precision medicine. Journal of Biomedical Informatics, 108, 103479. https://doi.org/10.1016/j.jbi.2020.103479

[32] Siala, H., & Wang, Y. (2022). SHIFTing artificial intelligence to be responsible in healthcare: A systematic review. Social Science & Medicine, 296, 114782. https://doi.org/10.1016/j.socscimed.2022.114782

[33] Summit, I. of M. (US) C. on the H. P. E., Greiner, A. C., & Knebel, E. (2003). The Core Competencies Needed for Health Care Professionals. In Health Professions Education: A Bridge to Quality. National Academies Press (US). https://www.ncbi.nlm.nih.gov/books/NBK221519/

[34] System, N. A. of E. (US) and I. of M. (US) C. on E. and the H. C., Reid, P. P., Compton, W. D., Grossman, J. H., & Fanjiang, G. (2005). A Framework for a Systems Approach to Health Care Delivery. In Building a Better Delivery System: A New Engineering/Health Care Partnership. National Academies Press (US). https://www.ncbi.nlm.nih.gov/books/NBK22878/

[35] Tran, S. K. (2017). GOOGLE: A reflection of culture, leader, and management. International Journal of Corporate Social Responsibility, 2(1), 10. https://doi.org/10.1186/s40991-017-0021-0

[36] Willmington, C., Belardi, P., Murante, A. M., & Vainieri, M. (2022). The contribution of benchmarking to quality improvement in healthcare. A systematic literature review. BMC Health Services Research, 22(1), 139. https://doi.org/10.1186/s12913-022-07467-8

[37] Wong, E., Mavondo, F., & Fisher, J. (2020). Patient feedback to improve quality of patient-centred care in public hospitals: A systematic review of the evidence. BMC Health Services Research, 20(1), 530. https://doi.org/10.1186/s12913-020-05383-3

[38] Zhenjing, G., Chupradit, S., Ku, K. Y., Nassani, A. A., & Haffar, M. (2022). Impact of Employees’ Workplace Environment on Employees’ Performance: A Multi-Mediation Model. Frontiers in Public Health, 10, 890400. https://doi.org/10.3389/fpubh.2022.890400

Abstract

References

How to cite