n Journal of Emerging Trends in Educational Research and Policy Studies - Evaluation of health care quality in public and faith based hospitals in Kiambu and Nairobi countries, in Kenya : a comparative study

Volume 6, Issue 2
  • ISSN : 2141-6990
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Quality is attribute that satisfy the consumer's needs and receiving quality health care is necessity. Health gaps within countries globally have widened, due to inequality in the absorption of new technology as well as unequal distribution of new and re-emerging health problems (Africa ranked 50%) and poverty (estimated population of Sub-Sahara Africa living in absolute poverty (54%). Currently, the Kenyan health care system is hampered by many obstacles that hinder quality health care provision for example culture, new technology, poverty (those below national poverty line constitute (52%), illiteracy among many others. This study was designed to evaluate the health care quality offered to patients admitted into faith based and public hospitals of Level four hospitals in Kiambu and Nairobi Counties in Kenya. The study adopted both exploratory and explanatory study designs, where qualitative and quantitative data were collected. A sample size of 384 of hospitalized patients was calculated. Systematic sampling, every 4th patient discharged was used to select the subjects to be interviewed. Questionnaires, in-depth interview guides, assessment checklists and observation checklists were used for data collection. Inferential statistics; Chi-square (x2) tests, ANOVA, equivalent of independent sample T-Test and correlation at p ≤ 0.05 was used for analysis. The results show that the dimensions for patient's satisfaction were; availability of drugs, services & equipment, cost of treatment, appealing Physical structure, clean environment and adequacy of staff (infrastructures 39.5%), responsiveness, communication, courtesy, reliability and equity (process 44.5%) and outcome of treatment to patient satisfaction that included; positive outcome (15.7%) of treatment and reduced morbidity and mortality. The dimensions that influence patient's choice of hospital were outcome of medical treatment (72.3%) in faith based and cost of service (50.7%) in public hospitals. The Chi-square (x2) is significant at p ≤ 0.05 hence there is a relationship between service dimensions and patient choice of hospital. Patient's perceived high satisfaction with health care service in faith based hospitals. At the p ≤ 0.05 level of significance, there is a difference in perceptions between the four hospitals and type of facilities except cost of services whose p > 0.05. Public and faith based hospitals do not comply with Ministry of Health Quality Standards. The patient's perceived higher satisfaction with health care services in faith based hospitals as compared to public hospitals. The findings of this study would be relevant and valuable to all stakeholders in health care sector including health system developers, policy makers and more importantly to hospital management team to understand areas of improvement. Hospital top management would apply research findings to design and prioritize hospital strategies for improving service quality. This research results would further help healthcare providers to understand customer's preferences by measuring the service quality dimensions that contribute to patients satisfaction.

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