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Purpose: The healthcare sector in general, and hospitals in particular, are being confronted with increasing financial pressure. FM – responsible for up to 30 percent of the total costs – is compelled to improve the service as well as to boost efficiency. At the same time, there have been major technological developments in artificial intelligence (AI). In our every-day life, so-called Intelligent Personal Assistants (IPAs) help us to control our homes or to communicate with others. These are practical examples of the use of AI technology, and consist of electronic user interfaces, enabling the system to use natural language, vision and contextual information to automate routine tasks, offer assistance, streamline and enhance repetitive activities. There are attempts to use them in healthcare environments to facilitate the patient and staff interactions, to perform processes more efficiently and to compensate staff shortages. However, systems implemented, focus primarily on medical tasks between patients and medical staff. Nevertheless, the non-medical field must be considered likewise, for this innovation. FM in the hospital context at present, is not too familiar with the field of AI. In general, one can observe a denial of AI applications in healthcare. The authors therefore stress that beyond the technological debate, key prerequisites on a strategic level are needed to integrate IPA-systems. Methodology: In the case study, the key prerequisites on a strategic level for the implementation of IPA-systems in Swiss hospitals, is investigated. A qualitative Delphi method was applied and the data was validated by semi-structured expert interviews. Findings: The paper summarizes key prerequisites to the implementation of IPA-systems within a hospital context. The authors stress that IPA-systems can be implemented as part of hospital management systems, for example, to assist in information retrieval, monitoring, assistance or advice, etc., or to interact between various applications, actors, institutions, departments, locations and services. The findings reveal a diverse range of possible IPA-based services, ranging from information management and registration, signage and navigation, transport and logistics, safety and security to hotel and bedside services. At the same time, there is a need for further research beyond the technological requirements. Impact: There is evidence to support the notion that in the coming years AI is likely to rapidly spread. Given that, the future proliferation of IPA technology and its applications will undoubtedly continue. For FM this holds challenges and opportunities. On the one hand, IPA technology will improve the efficiency of non-medical support services; on the other hand, Facility Managers need to become familiar and knowledgeable with AI based technologies. This paper focuses on the strategic impact of the management of hospitals, as well as underlines the need for digital strategies, taking the four defined prerequisites into consideration. |
