Management of strategic change and stakeholder satisfaction at Kenyatta national hospital, Kenya

Abstract

The importance of managing strategic change is to harness people, processes and technology to the satisfaction of the stakeholders who are the backbone of every organization. Effective management of strategic change is therefore a fundamental requirement for the success and survival of any organization. This study seeks to establish how strategic change is managed in Kenyatta National Hospital, the challenges faced in managing strategic change in KNH and how management of strategic change affects stakeholder satisfaction in the hospital. The research design used was a case study and a combination of both primary and secondary data was used. The study established that KNH adopted Kotter‟s eight step model in managing the change process and despite encountering a number of pertinent challenges both of external and internal in nature, the stakeholders were satisfied with not only the change process but the succeeding years saw a remarkable rise in the satisfaction levels of the stakeholders. The study has made contribution to theory, policy and practice in relation in relation to managing strategic change and the effects it has on stakeholder satisfaction. The limitations of the study included limitations arising from the selection of the research variables, the accessibility of the interviewees and also the rigidity of the hospital policy on data collection within the hospital. The support of the government in ensuring that primary health-care institutions have sufficient medical supplies and appropriate equipment is a key recommendation by this study to ease off the influx of non referral patients to KNH. The research suggests for studies to be conducted on the challenges faced during the management of strategic change in the health sector and how these challenges can be overcome. It is the suggestion of the researcher that the same study be conducted in other industries to give the comparison and contradiction of the results. This would give a sufficient database of comparison between organizations in different sectors on management of strategic change and how it affects stakeholder satisfaction