Effects of Leadership Development Strategies on Service Delivery at Kenyatta National Hospital

Abstract

This research project had two main objectives of identifying leadership development strategies at Kenyatta National Hospital and to establish the effects of leadership development strategies on service delivery at the Kenyatta National Hospital. The research design that was used in this study was descriptive survey design. The study combined data collection from archival record and questionnaires. The questionnaire was administered to the Senior Assistant Directors, Assistant Directors, Head of Departments, Head of Units, Senior Managers and Middle level managers. This study adopted stratified sampling of sample size of 60 employees’ targeted populations across divisions and departments’. The data was analyzed using Statistical Package for the Social Sciences (SPSS) version 22 and presented the finding using charts, tables and percentages. This study established that the effect of leadership developments includes improvement, efficiency and effectiveness in service delivery. The study established that 56.7 % agreed that leadership development strategies had contributed to the improvement of turnaround time at service delivery points. General customer satisfaction and work performance in performance contracting were highly rated as most improved service delivery with 69.5% of the respondent agreeing. The study found that the overall rating service delivery at Kenyatta National Hospital as excellent at 5%, very good 35% and good at 50%. From the study there was evidence that leadership development strategies leads to leadership transformation that at the end contribute to good service delivery. Therefore, the researcher recommends the government and hospital boards should focus on investing on leadership development strategies.