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The study on “Health service delivery and customer care oriented value in public health sector: A case of Temeke municipal hospital”, has been undertaken due to the outcry of a decline in effective health service delivery. The study therefore intended; to examine the level of care given to customers in Temeke municipal hospital; to assess the level of customer satisfaction by the provision of that health services in Temeke municipal hospital; to examine the strategies used by health service providers at Temeke municipal hospital to ensure that the service and care given meets the needs and expectations of their consumers.
The study utilised non-experimental design and employed both purposive and probability sampling in selecting the sample size and sampling unit. A cross-sectional survey that consisted of asking questions to the respondents from a sample population, at a single point in time was used. Questionnaire and personal interview were tools employed to collect data. Secondary data used was obtained from documentary sources.
The study The findings of the study report majority of respondents responses (374) which make an average of 67% of all responses saying the service and care provided at Temeke municipal hospital were unsatisfactory. The patients also reported poor customer care skills and services by service providers. The staff reported on working with limited resources. The management reported on poor and low institution infrastructure and accommodation facilities to the working staff, Insufficiency of funds by the institution, poverty and low incomes by the community, Population increase, being factors leading to poor service delivery at Temeke municipal hospital.
Regarding the findings, the researcher recommends that: The issue of low sources of income can be addressed by integrating public and private partnership (PPP). Strengthening community based health financing (CBHF). Capacity building to the poor and vulnerable groups should be highly attained by establishment of micro- finance institutions like SACCOS, VICOBA where people will get loans to cover medical expenses. The government should make a review on the mechanism of the implementation of exemption policy and ensure that the emoluments of workers are given first consideration. |
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