Integrated Systems And Service Delivery At Metropolitan Hospital
Abstract
Increase in competition demands efficiency and effectiveness of service delivery of
institutions and improvement in their performance. The way to reach this goal is through
the successful implementation of the Integrated System. Integrated System is used to
manage resources in healthcare institutions, this help organizations to save time and
enhance efficiency. The main objective of this study is to investigate the extent of
Integrated System on service delivery in Metropolitan Hospital. Case study was adopted
as the research design. Study population was 287 staff with a sample population of 75.
Sample population comprised of staff from clinical, administration, finance and support
services operations. Questionnaire was used to collect primary data. Out of 75
questionnaires distributed, 70 questionnaires were returned constituting 93 percent while 7
percent were not returned. Descriptive statistic was used for data analysis in objective one.
Paired t-test was used to analyze relationship of Integrated System and service delivery in
objective two. Use of Integrated System was supported by management, system was used
in process improvement, system users had required skills and there was a stable system
infrastructure as per study findings. Service delivery was measured in terms of
departmental efficiency and communication and recordkeeping. Respondents indicated
there was extent of improvement in departmental efficiency and communication and record
keeping. Service delivery was noted to have significant improvement in consultation
waiting time, prescription dispensing time. Laboratory results waiting time and diagnostic
imaging results waiting time. The study had an average weighted adoption score of 79.71
percent in use of Integrated System. This is an indication that there is opportunity for
advancement in the hospital Integrated System adoption. Specifically, the hospital seems
to be week in factors of attendance management, communication, couriers/transport
system, Integrated System network and dispensing waiting time. Although Integrated
System may not be able to advance all the areas of influence stated in the study, they can
enhance improve weaknesses in service delivery. The findings of the study concluded that
adoption of Integrated System has a significant positive influence on service delivery.
Researcher recommended research to be done on objectives of service delivery like quality
of service and cost reduction effectiveness.
Publisher
University Of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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