An exploratory study of quality management issues in the health service sector in Nairobi, Kenya.

Abstract

Quality has no one common definition. The many definitions are based on origin emphasized, operations / manufacturing, economics, position on marketing-consumer chain and changes focus from product to the process. Quality is based on various components namely; quality planning, quality assurance, quality improvement and quality control. Quality management (QM) has been proposed to improve business performance and received considerable attention in recent researches. This study empirically examines the extent to which QM in the health service sector and business performance are correlated and how quality health services impacts various levels of business performance. In this study, a QM framework was developed according to a comprehensive literature review. This framework demonstrated the relationship between QM in health services and business performance through examining the quality practices of QM on business performance. The proposed model and hypotheses was tested by using data collected from the Health Service providers, patients and employees. The results of this aforementioned model supported the proposed hypotheses. The implications of research findings for researchers and practitioners was discussed and the suggestions for further studies provided. Detailed questionnaires were used on a population of 6 health service providers within Nairobi region with a sample of 60 subjects. Data was collected and presented in tables for analysis.