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.