Strategies Adopted for Enhancing Service Delivery Among Mental Health Hospitals in Kenya

Abstract

Strategy is essential in shaping the effectiveness of service delivery, enabling organizations to anticipate market trends and allocate resources efficiently to enhance service quality. By leveraging competitive strategies, organizations can differentiate their offerings and adapt to evolving needs, ensuring sustainable performance and improved service delivery. This study aimed to investigate strategies adopted to enhance service delivery among mental hospitals, guided by the Stakeholder Theory and the Dynamic Capability Theory. The research adopted a descriptive cross-sectional survey design, using primary data collected through structured questionnaires administered to 34 mental health hospitals in Kenya where 31 questionnaires were able to be collected back. Data was analyzed using descriptive statistics, focusing on mean scores to understand the current state of service delivery. Findings revealed an overall mean of 2.7771, indicating dissatisfaction with remuneration, work environments, and resource allocation. Staff felt undervalued, with compensation not aligning with their qualifications or market standards. Financial resources were deemed insufficient, with a mean of 2.1935, reflecting poor allocation and availability. The information and communication technology systems received a moderate rating (mean = 3.0387), while physical resources, such as treatment rooms and accessibility features, were inadequate, as shown by a mean of 2.5032. Service delivery, with an overall mean of 2.729, was found to be functional but not exceptional, marked by inefficiencies in timeliness, planning, and consistency. Recommendations provided include revising remuneration policies, aligning staff roles with qualifications, and improving financial management to ensure adequate resource allocation. Upgrading ICT infrastructure and enhancing physical facilities, such as treatment rooms and accessibility features, are also essential. These strategies would create a conducive environment for staff and patients, ultimately improving service delivery and patient outcomes in mental health hospitals