Employee Perception of Quality Management Practices at Kenyatta National Hospital

Abstract

The major objective of the study was to establish quality management practices at Kenyatta National Hospital. The next objective was to identify the various challenges that Kenyatta National Hospital faces in providing health care services. Target respondents were drawn from all the major categories of employees at Kenyatta National Hospital, namely: administrators, paramedics, doctors, professional and support, and other cadres. The research methodology was based on a perception study. A semi-structured questionnaire consisting of closed and open-ended questions was used to collect data. The questionnaire was divided into three (3) sub questions which were completed by the administrators, paramedics, doctors, professional and support, and other cadre personnel. Employees" categorization was based on their relative proportion to the total number of employees. The collected data has been analyzed by the SPSS tool for quantitative variables while qualitative responses have been analyzed by means of descriptive narratives. From the findings one can conclude that Kenyatta National Hospital employees have a neutral perception with respect to quality management practices. The Hospital currently experiences several challenges in provision of the health care services of which increased demand for specialized health care is the most important challenge. The study recommends that the Hospital management put in place fundamental quality policies and plans to ensure that quality management practices are instituted. Management should also develop a framework to cope with the challenges the Hospital faces in provision of health care services