Human Resources and Service Delivery in Tier One Private Hospitals in Nairobi City County, Kenya

International Journal of Research and Innovation in Social Science (IJRISS) | Volume V, Issue XII, December 2021 | ISSN 2454–6186

Human Resources and Service Delivery in Tier One Private Hospitals in Nairobi City County, Kenya

 Ian Barry Odhiambo, Godfrey M. Kinyua, PhD
School of Business, Kenyatta University, Nairobi, Kenya

Abstract: Despite the governments’ efforts to provide health care services to their citizens through public hospitals, the public demand for medical services ends up overwhelming the public hospitals especially in developing countries. As a result, service delivery in the public hospitals is compromised which has resulted into the rise of private hospitals. However, limited studies has approached service delivery in private hospitals from the perspective of human resources hence this study. The study used descriptive cross-sectional survey design. A sample of 131 respondents was targeted comprising of health workers from the Tier One private hospitals in Nairobi City County. A semi-structured questionnaire was used to collect data. Applying correlation and simple regression, results showed that a strong positive relationship exist between human resources and service delivery. Regression analysis revealed that recruiting an additional one employee in a tier one private hospital increases service delivery in the hospital. The study concludes that human resources have a significant positive effect on service delivery in the hospitals. It recommends that human resource managers in the hospitals should ensure that they develop and implement strategic human resource management practices to enhance service delivery.

Keywords: Technological resources, Service delivery, Information communication technology

I. INTRODUCTION

Countries across the world have made great strides towards providing healthcare to their people as indicated by the proportion of the budget that goes towards the provision of healthcare. For instance, Mehrara, Musai and Amiri (2017) observe that countries in the South-East Asia Region (SEAR) committed to spend at least 5% of their GDP on the provision of health services. Healthcare expenditure reached 17.9% of America’s GDP in 2017. In Africa, health expenditure accounts for about 6.1% of GDP, which is way below the 9.5% average spending of OECD countries. Nevertheless, despite the governments’ efforts to provide health care services to their citizens through public hospitals, the public demand for medical services ends up overwhelming the public hospitals especially in developing countries. As a result, service delivery in the public hospitals is compromised which has resulted into the rise of private hospitals.

Read More