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Analysis of the impact of customer care practices on public health care delivery among the university hospitals in Ghana - Research Paper Example

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Analysis of the Impact of Customer Care Practices on Public Health Care Delivery among the University Hospitals in Ghana Abstract This research work was aimed at determining the impact of customer care practices on public health care delivery in University Hospitals in Ghana…
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Analysis of the impact of customer care practices on public health care delivery among the university hospitals in Ghana
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Download file to see previous pages Analysis of the Impact of Customer Care Practices on Public Health Care Delivery among the University Hospitals in Ghana Background In recent years a number of efforts has been made by health services in Ghana and the central government to improve quality of health care provided to the general public. However, despite all the work done the perception of general public regarding quality of health care provided to them is deemed as unsatisfactory and is not up to the mark. The staffs of health institutions, sanitation, patient doctor confidentiality and right to access basic information in the view of general public are issues that need to be addressed and in which improvements are to be made (Howard, 2000). Research Aim Learning about these facts has brought the attention of the author of this research towards the topic in question. The author of this research would pursue this topic and understand the impact customer care practices have on public health care delivery found in university hospitals of Ghana. The study would aim at addressing the issues that have been discussed in the background. Through this research the author aims at adding to the literature that already exists on the topic and hope that this research would aid in improving the overall quality of care that individuals receive within Ghana. Research Objectives Based on the research aim identified in the previous section following research objectives are to be attained in the given study: To determine the perceptions of patients regarding customer care practices in University Hospitals in Ghana; and To determine the impact of customer care practices on public health care delivery. Literature Review Regarding the health services Brown et al. (1993) identified nine dimensions within the health service that affect health service delivery. These nine dimensions ranged from effectiveness to choice each dimension addressed a different perspective that affect health service delivery. Effectiveness referred to the extent to which the patient received the required outcome of the medical procedure and treatment that the patient went under whereas choice referred to the options that the client had to the treatment being offered to him or her (Donabedian, 1997). The diagram below summarizes the various dimensions stated by Brown et al (1993). Source: (Brown, Franco, Rafeh, & Hatzell, 1993) In the patients view usually the quality of treatment they receive is what matters the most. The treatment must match their demands at all time (Anderson, 1998). In other words, patients’ focus more on services that provide them effective relieve from their ailment. To some however customer care they receive tends to matter a lot more than the quality of treatment they receive (Brown, Franco, Rafeh, & Hatzell, 1993). A research conducted on the healthcare delivery in Ghana used customer satisfaction to understand what aspects affected health care delivery (Ofosu-Kwarteng, 2012). The research made a quantitative approach and used two different hospitals to carry out the survey. The study showed that a few factors above others had a general effect on the customer satisfaction. Alertness amongst doctors in attending to emergencies was the prime factor amongst these issues which was followed by the interpersonal relationships that doctors and nursing staff had with the patients and ...Download file to see next pages Read More
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