Factors affecting the provision of quality health services at the National Spinal Injury Referral Hospital in Kenya

Abstract

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