| dc.description.abstract | Performance contracting is a key obligation that the management strives to achieve its
key indicators; however there are always challenges in an environment where there are
factors unfavorable to its accomplishment. This study therefore sorts to contribute to
knowledge by generating and documenting information on the impact of performance
contracting on service delivery at the National Hospital Insurance Fund. The specific
objectives of the study were to establish the customers’ perceptions on the impact of
performance contracts on member registration; claims processing; decentralization of
services and challenges affecting optimum service delivery and employee satisfaction at
NHIF.
The study used both quantitative and qualitative data collection methods. The target
populations of this study were customers who visit the NHIF head office between 5th and
9th of every month. This was used to get an average of customers who visited the branch
between January up to March 2014. Purposive extreme sampling method was used to
identify the period for research. Extreme case sampling was also used together with
quota sampling method to divide the population from which the sample was derived.
Nairobi area was selected through extreme case sampling due to the rich information that
it has in relation to the research. Quota sampling method was used to stratify the area into
geographical regions to establish the area with the highest population for the
administration of this study. Systematic random sampling was used to systematically pick
one (1) customer from every five (5) customers served across the counter. The researcher
used extreme case sampling to pick key informants for purposes of verifying and
validation data from the respondents.
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This study concluded that, to recoup the specific benefits to performance contracting,
NHIF has progressively disseminated its services through having more branches and
satellite offices across the country. Information has been provided by NHIF through
manuals, note book guides. The modes of communication adopted by the management
which ensures adequate feedback and decentralization of services as the main lubricant to
implementation of various services confirms that NHIF has managed to clearly give
direction to effective delivery of services. Finally, NHIF needs more financial resources,
less political interference and enhanced departmental cohesiveness in order to achieve its
targets of providing excellent services.
This study recommends that NHIF management should employ more financial resources
to help enhance service delivery through the Government allocation of more funds.
Communication networks should be strengthened so that the members of the public are in
a position to continuously have updates on the new developments at NHIF. NHIF
management needs to fast track on payment of claims which take a while longer to
process. Finally, to maintain synergy among the workers, there is need for regular Interdepartmental
meetings and team building. | |
