The Influence of Human Resource Policies on Service Delivery Amongst Public Hospitals in Nairobi County, Kenya

Abstract

Service delivery is critical in ensuring access to healthcare and equitable access to healthcare for social economic development, achievement of agenda four objectives, vision 2030, and Sustainable Development Goals (SDGs). The public hospitals within Nairobi County, just like the rest of the country, are required to deliver services in a reliable, effective, efficient, and accountable manner. However, there have been several service delivery disruptions within Nairobi County including over six national strikes between 2010 and 2016. As a result, there are numerous human resource policies enacted after the industrial strikes. Therefore, this study sought to determine the influence of human resource policies on service delivery amongst public hospitals within Nairobi County, Kenya. The study used descriptive cross-sectional research design. The target population was 80 public hospitals within Nairobi City County. The study used a census approach and hence involved all the 80 public hospitals within Nairobi City County. The study utilized primary data which was collected using structured questionnaire. The primary data was analysed using descriptive statistics with the assistance of SPSS version 22. Moreover, descriptive statistics included frequency distribution, percentages, standard deviation and means. The study employed regression analysis to evaluate the relationship between human resource policies and service delivery. The study findings were presented using Tables. The study found that training and development policies have significant effect on service delivery amongst public hospitals within Nairobi County, Kenya. The study also found that compensation policies had significant influence on the service delivery amongst public hospitals within Nairobi County, Kenya. The study established that working environment policies have no significant effect on service delivery amongst public hospitals within Nairobi County, Kenya. The study further established that career development policies have significant effect on service delivery amongst public hospitals within Nairobi County, Kenya. The study therefore recommends that the hospitals management should provide courses that are tailored to medical staff as well as provide paid time-off to encourage staff to undertake these trainings. In addition, the hospitals should as well create mentorship programs that provide mentors for staff to nurture them into ways of promoting their careers in and out of the hospitals they serve. Further, the study recommends that the hospitals should strive to have collaborative engagements with unions of their medical staff to ensure there are no disruptions in the delivery of service among medical staff.