Influence of total quality management practices on service delivery in healthcare in public health facilities in Kisumu East Sub-County, Kenya

Abstract

The study’s aim was to establish the influence of total quality management practices on service delivery in public health facilities in Kisumu East Sub-county, Kenya. The below objectives aided in guiding the study: To find out the influence of management commitment on service delivery in healthcare in public health facilities in Kisumu East Sub-county, Kenya, To establish the influence of staff training on service delivery in healthcare in public facilities in Kisumu East Sub-county, Kenya, To examine the influence of employee involvement on service delivery in healthcare in public facilities in Kisumu East Sub-county, Kenya, and To examine the influence of continuous improvement on service delivery in healthcare in public facilities in Kisumu East Sub-county, Kenya. Descriptive survey research design method was used by the research study. The target population was the medical personnel: The facility doctor/nurse/clinician in-charges, Pharmacy technicians, Laboratory technicians, Nurses from 10 health facilities in Kisumu East Sub-county, Kenya. The study did a census on all the 10 health facilities, the researcher picked 4 respondents from each facility: 1 facility doctor/nurse in-charges, 1 Pharmacy technicians, 1 Laboratory technicians and 1 Nurses. Purposive sampling technique was used to pick the 1 facility doctor/nurse in-charges, 1 Pharmacy technicians and 1 Laboratory technician because most public health facilities just have one personnel in those position. Simple random sampling was used to pick one nurse of the 1-5 that work in those health facilities. The study used questionnaires for data collection. To ensure the validity of the instruments, the questionnaires were given to two health personnel and university lecturers to vet them so as to ensure its appropriateness, relevance and clarity, adequate coverage of the research objective. Test-retest technique was used to measure the questionnaires’ reliability. Both descriptive and inferential statistics were used to analyse the data, chi-square statistic was used to test the hypothesis while spearman correlation and logit regression were used to test the association between the independent and the dependent variables. Data presentation was through the use of frequencies and percentages with inferential statistics. The findings revealed that there was a significant moderate positive relationship between managerial commitment and service delivery r=0.588** p0.05.The study established that there was a significant moderate positive relationship between staff training and service delivery r=0.473**.It was established that there was a significant moderate positive relationship between employee involvement and service delivery in public healthcare facilities in Kisumu East Sub-county, Kenya r= .567**, p0.05.It was found out that there was a significant strong positive relationship between continuous improvement and service delivery in public health facilities r=0.860**,p0.05The county government need to further enhance managerial commitment in implementing total quality management practices in the facilities. The county government needs to come up with a policy to ensure regular and systematic on-job training to all the medical personnel in Kisumu East Sub-county, Kenya. The health facility in-charges and the management boards need to institutionalize employee engagement by coming up with a clear framework that shall create a platform for employee participation in total quality management in public health facilities in Kisumu East Sub-county, Kenya. The County government of Kisumu needs to document and sensitize all the health facilities the continuous improvement strategy for healthcare.