Factors affecting the provision of quality health services at the National Spinal Injury Referral Hospital in Kenya
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Date
2016-11Author
Kung’u, Brenda N
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
Provision of quality health services in hospitals lack priority that it should enjoy in
relation to staff commitment, provision of the required materials and equipment, and
communication channels which translate to other health services. This study sought to
explore the factors affecting the provision of quality health services at the National Spinal
Injury Referral Hospital in Kenya. Low employees’ capacity, ineffective communication
channels and lack of flexible work schedules affect delivery of service quality to patients
in the public health sector thus affecting health service quality perceptions; patient
satisfaction and loyalty affect quality health services. The study focused on the hospital’s
physical environment, employee capability, work schedules, communication and staff
development. The methodology used was a case study while the data collection method
used was open ended questionnaires with an interview guide as the research instrument.
This study targeted the health workers and patients at the National Spinal Injury Referral
Hospital in Kenya. Three health workers and three patients were interviewed. Content
analysis was used to analyze the data collected. The study found out that the provision of
healthcare in public hospitals is achieved through the availability of enough staff,
resources, facilities for the hospitals and good communication process which enables the
hospital to run effectively. The study recommended that there should be enough staffing
of qualified health workers so that each patient can be adequately attended to. It also
recommended that there should be proper communication among the staff members and
this will ensure that there is enough and adequate service delivery. The presence of
quality health services to the public directly helps in growth of a productive society
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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