Determination of the Effectiveness of Strategies Used by Health Non-governmental Organizations to Provide Quality Services in Nairobi City County, Kenya

Abstract

In a dynamic environment, organizational success can be determined by strategies the Organizations u s e t o c o p e wi t h t h e competitive environment. This means that organizations must understand how changes in their environment are unfolding in order to adopt effective strategies for quality service provision. The new strategies provide organizations with an opportunity to attract and retain clients in a competitive environment. This study focused on the factors that influence client satisfaction in health NGOs, focusing on employees’ capacity, use of technology in health NGOs, psycho social support in service provision and responsiveness of staff, organizational culture.The objective of the study was to determine the effectiveness of strategies used by health non-governmental organizations to provide quality services in Nairobi, Kenya. The research design adopted was a cross sectional survey. The population of the study was 421 health NGOs situated in Nairobi City County. The study also used systematic sampling in which the researcher picked a sample of every 10th NGO ending up with 42 organizations. The study used primary data which was collected using drop and pick later questionnaires. Data was analysed using statistical package for social sciences based on the questionnaires. In particular, the descriptive analysis involved use of mean and standard deviations. The study established that NGOs that have employed technology to deliver services and increase the level of customer service are able to adjust the mode of service delivery to meet the customer expectation. Adoption of current technology has also helped in development of a system that allows all caregivers to have access to relevant information as soon as it is available. The study also established that the adoption of different communication channels has led to increased access to treatment, participation in preventive measures and also enhanced the ability for health professionals to meet their ethical obligations. The study established that buying and employing more modern equipment, health facilities and services strategically located, Organization practices to develop nursing empathy were necessary ingredients for quality service provision by health NGOs in Nairobi City County, Kenya.