Factors influencing the provision of quality services in health care facilities: a case of Kitui county referral hospital

Abstract

This study was conducted to study the Factors Influencing the Quality of Service Delivery in Health Care Facilities at Kitui County Referral Hospital. Proper healthcare is fundamental in the lives of individuals in order to perform their duties effectively and efficiently to build up their lives and families. The research had five objectives for establishing the factors influencing the quality of service delivery in health care facilities; the influence of capacity of health care personnel on the provision of quality services, the influence of resource availability and utilization on delivery of quality health care services, the influence of leadership on the delivery of quality health care services, the influence of patient socio-demographic factors on the quality of health care services and the influence of monitoring and evaluation on the quality of health care services in health facilities. It used an exploratory research design with a sample size of 41 individuals that targeted patients between the ages 0 to 65 years, staff members of Kitui County Referral Hospital and Kitui county officials in the health docket. The study employed both probability and non-probability sampling techniques, whereby a sample of 10% was selected according to Mugenda and Mugenda formula. Non-probability methods used were convenience sampling applicable to patients and purposive sampling for the county officials and Kitui County Referral Hospital staff since the population is heterogeneous, and not every staff, member was authorized to give information. The data collection instruments used were questionnaires both open and closed ended questions and interviews which allowed proper triangulation of data. The questionnaires mostly were disseminated at employees work stations, while for the patients, they were handed over individually depending on the availability of time for the patients. Each patient was assisted throughout the process of filling questionnaires. The patients were not allowed to take away the questionnaires for later collection, assuming that they come from different parts of the county and it would be hard to get them back. The inpatients were also not allowed to keep the questionnaires, they were assisted individually by the researcher. Prior to this, pilot testing of the instruments was conducted in a controlled environment using a small number of respondents mostly the personnel to test the appropriateness of the instruments. Validity and reliability of data was done to ensure consistency and reliability. The Cronbach’s Alpha was used in this case to determine reliability and a measure of 0.75 was achieved. Data analysis has been done in line with the research objectives using SPSS version 20 and Minitab Version 18. Data was analyzed using descriptive and inferential statistics and presented using frequency tables, percentages and means. The findings of the study concluded that the capacity of healthcare personnel, resource availability and utilization, management commitment and monitoring and evaluation had a negative influence on the quality of services provided at Kitui County Referral Hospital. Patient socio-demographic factors however had no positive or negative influence on provision of quality healthcare services This study has come up with solutions that will assist the County government as well as the management and staff of Kitui County Referral Hospital to come up with improvement and development strategies in order to boost quality of Health care services as requested by both parties.