Effect of Strategic Change Management on the Performance of Coast General Teaching and Referral Hospital, Kenya

Abstract

This research project is titled the effect of strategic change management on performance of Coast General Teaching and Referral hospital (CGTRH).The hospital is located in the coastal city of Mombasa, the second largest city in Kenya. The hospital serves as a regional referral hospital serving 6 coastal counties which consisted of the former coast province in Kenya. The hospital serves a catchment population of 4 million people. The hospital has used resources obtained from the government and donors to improve service delivery to the many patients who seek services from the hospital. Government health care institutions in Kenya have been characterized by change management failure and poor customer satisfaction. Changes occurring in the hospital have significantly improved the quality of healthcare services. The research design was that of a case study. Data collection was done through interviews with the help of an interview guide and responses documented. Data analysis was done through content analysis and a descriptive format was used in data presentation. The findings revealed the challenges faced in strategic change management at CGTRH as;behavioral and systemic resistance to change, poor government support, inadequate finances, shortage of medical supplies, limited bed capacity and poor referral system in the region. The hospital has responded to some of the challenges by strategic planning as evidenced by the presence of strategic plans 2010-2013,2013-2017 and the current plan 2020-2024 which is in draft stage. The hospital has a new visionary management team that meets regularly to formulate plans, implement and evaluate the strategic plan. The strategic plans from the senior management are cascaded to lower management levels. The hospital has pushed for the employment of new staff at all levels, improved revenue collection through the MPESA platform, improved equipment as well as expansion of the wards and ICU facilities. The hospital has established centers of excellence where complex surgeries are done, cancer treatment, treatment of complex heart diseases. The management has been able to implement changes, such as computerizing patient records for ease of retrieval of medical information, mobile money payments have improved cash collection. The hospital has been able to improve healthcare services after many donors came on board. The donors have been able to finance numerous projects within the hospital, this happened due to improved confidence in the management after implementation of strategic plans.