n Journal of Public Administration - Patient centredness for improved health services
|Article Title||Patient centredness for improved health services|
|© Publisher:||South African Association of Public Administration and Management (SAAPAM)|
|Journal||Journal of Public Administration|
|Author||Valiant A. Clapper and Johan W. De Jager|
|Publication Date||Mar 2004|
|Pages||222 - 245|
|Keyword(s)||Consumer satisfaction, Expectations, National Health Care, National Health Services, Patient satisfaction, Patients' rights, Perceived performance, Public service delivery, Service quality and Technikon Pretoria|
The responsibility of the South African government to urgently address the state of national health care places great pressure on its limited resource base, particularly against the background of its extensive portfolio of transformation priorities. These facts ensure that any approach taken in the past will be problematic and incomplete. Despite this, allegations are often made of supposed incompetence of various provincial hospitals to provide health care in line with South African Constitutional and Patients' Rights Charter imperatives.
The article reviews the evident catastrophic state of the National Health Services (NHS) from the point of view of a transforming South African public service and the ostensible concomitant improvement of public service delivery. Forging a marriage of public administration and marketing insights, the article seeks to contribute towards the alleviation of the apparent national health care dilemma in at least two ways : First, by focussing on a representative sample of hospitals in the Pretoria Metropolitan Substructure, (Gauteng Province), it defines and gauges patient expectations and the perceived performance of hospitals in relation to pertinent service encounters that have bearing on efficient public service delivery. Second, based on these and other empirical findings, the article concludes with expectation-based proposals for improvement of health care from the point of view of patients as citizens and as consumers of hospital services. The foundation principle underlying the principles articulated in the White Paper on Transforming Public Service Delivery (Batho Pele), viz., improved public service delivery, serves as primary motivation for the research.
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