An analysis of perceptions of health professionals on service delivery challenges at Ngwelezana hospital
Date
2014
Authors
Journal Title
Journal ISSN
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Publisher
University of Zululand
Abstract
The study focused on the perceptions of health professionals on service delivery challenges at
Ngwelezana hospital. The aim of the study was to determine the challenges faced by health
professionals in the course of their work and how these challenges impact on service delivery
at the hospital.
This study reviewed studies on challenges of public healthcare in South Africa and Kwazulu-
Natal, the impact of employee satisfaction and reviewed government policies on public
healthcare services. Therefore the researcher collected data using questionnaires. The
questionnaires were administered to 66 health professionals including both nurses and
doctors. The researcher used both qualitative and quantitative methods to analyse data.
The study revealed the nature of the challenges that health professionals face during the
course of their work and how these challenges prevent them from delivering quality service
to those that seek medical attention on a day to day basis. The findings of the study revealed
that health professionals were unhappy about their working conditions and they are
experiencing heavy workload. The findings further suggested that health professionals feel
neglected by management and that there is a constant lack of resources as a necessity during
the course of their work.
Furthermore, the study suggested that Ngwelezana hospital should review work environment
and try to make it as conducive as possible, avoid burnout, absenteeism and unproductiveness
of health professionals. The study also suggested that the hospital should reward and motivate
employees of their performance in order to satisfy these employees for them to excel in their
jobs. In conclusion government should review the Policies, Acts and Plans of public
healthcare service delivery and try to make them effective and efficient in practice as they are
on paper.
Description
Submitted in fulfilment of the requirements for the Master’s Degree in Public Administration (MPA), in the Faculty of Commerce, Administration & Law at the University of Zululand, South Africa, 2014.
Keywords
Service delivery -- health professionals