TOTAL QUALITY MANAGEMENT AND QUALITY HEALTH CARE SERVICES: A CASE OF ST. JOSEPH HOSPITAL IN EASTLEIGH, NAIROBI CITY COUNTY, KENYA
Abstract
Rise in demand for quality healthcare services around the world has necessitated the need to develop a healthcare sector which addresses the fundamental needs and aspiration of patients. This study investigated the effect of Total Quality Management on Quality Healthcare services using the case of St. Joseph Hospital Eastleigh, Nairobi City County, Kenya. More precisely, this study sought to examine the effect of customer focus, process approach, and leadership and supplier relations on quality healthcare services at St. Joseph hospital. The study adopted descriptive design while questionnaires and interview guide were used to collect data from staffs and patients at St. Joseph hospital. Census sampling technique was used to select 80 staff while purposeful sampling was used to select 25 patients. Data was analyzed through descriptive and inferential statistics and the findings revealed that services offered at St. Joseph hospital were reliable, responsive, competent, accessible, tangible and met quality assurance dimensions. The study revealed a significant correlation between supplier relations and quality healthcare services and an overall insignificant relationship between TQM factors and quality healthcare services (p-0.796, Cl, 0.005). Further, Likelihood Ratio tests revealed that increasing supplier relations would yield greatest quality healthcare care service at St. Joseph hospital.The study recommended that healthcare facilities should invest in TQM in order promote quality healthcare services and patient satisfaction.
Key Words: Effect, Total Quality Management (TQM), Quality, Healthcare, Services
CITATION: Mulwa, C., Wasike, S., Kiboi, A. & Ahmad, I. (2021). Total quality management and quality health care services: A case of St. Joseph Hospital in Eastleigh, Nairobi City County, Kenya. The Strategic Journal of Business & Change Management, 8 (3), 928 – 938.
Full Text:
PDFReferences
Abdallah, A.B., Abdullah, M.I. and Mahmoud Saleh, F.I. (2017). The Effect of Trust With Suppliers On Hospital Supply Chain Performance: The Mediating Role of Supplier Integration", Benchmarking: An International Journal, Vol. 24 No. 3, pp. 694-715. https://doi.org/10.1108/BIJ-05-2016-0062
Al Manhawy, A. (2013). TQM Critical Success Factors in Hospitality Industry and their Impact on Customer Loyalty: A Theoretical Model. International Journal of Scientific & Engineering Research. 4(1), 25-37.
Alaraki, M.S (2014). The Impact of Critical Total Quality Management Practices on Hospital Performance in the Ministry of Health Hospitals in Saudi Arabia. Qual Manage Healthcare.;23(1):59–63. doi:10.1097/QMH.0000000000000018
Alloubani, A., Almatari, D., &Almukhtar, M.,(2014). Review: Effects of Leadership Styles on Quality of Services in Healthcare. European Scientific Journal , 10(18) 1857- 7431
Al-Shdaifat, E., (2015). Implementation of Total Quality Management in Hospitals. Journal of Taibah University Medical Sciences, 10, 4, p. 461-466. https://doi.org/10.1016/j.jtumed.2015.05.004
Amporfu, E., & Nonvignon, J., &Ampadu, S.,(2013). Effect of Institutional Factors on the Quality of Care in the Ghanaian Health Sector. Journal of African Development. 15. 99-123.
Angee, G. (2013). Factors affecting the quality of health care services provided in government hospitals: A case study of Mulago National Referral Hospital. (Thesis). Makerere University, Kampala, Uganda
Atieno,O., (2018). Influence of Customer Orientation on the Performance of Suppliers of Steel Roofing Sheets in Nairobi.(Published Thesis).University of Nairobi.
Basera, V., Mwenje, J., &Ruturi, S. (2019). A snap on quality management in Zimbabwe: a perspectives review. Annals of Management and Organization Research, 1(2), 77-94. https://doi.org/10.35912/amor.v1i2.278
Govender, K., (2017). Empowering Leadership and Municipal Service Delivery: A Case Study of a Metropolitan Municipality in South Africa. International Journal of Public Administration, 40:5, 427-433, DOI: 10.1080/01900692.2015.1127964
Han, S., Han, J., & Kim, Y., (2018). Effect of Nurses' Emotional Labor on Customer Orientation and Service Delivery: The Mediating Effects of Work Engagement and Burnout. Safety and Health at Work, Vol. 9, 4, p. 441-446. https://doi.org/10.1016/j.shaw.2017.12.001
Idris, F., (2011). Total Quality Management (TQM) and Sustainable Company Performances: Examining the Relationship in Malaysian Firms. International Journal of Business and Society, 12(1), 31-52
Jimoh, R., Oyewobi, L., Isa, R., & Waziri, I., (2019). Total quality management practices and organizational performance: the mediating roles of strategies for continuous improvement, International Journal of Construction Management, 19:2, 162-177, DOI: 10.1080/15623599.2017.1411456
Li, W., Pomegbe, W.W.K., Dogbe, C.S.K. and Novixoxo, J.D. (2019)."Employees’ Customer Orientation and Customer Satisfaction in the Public Utility Sector: The mediating role of service quality", African Journal of Economic and Management Studies, 10(4) pp. 408-423. https://doi.org/10.1108/AJEMS-10-2018-0314
Lule, H., (2015). Supply Chain Coordination and Healthcare Delivery: a Study of Baylor College of Medicine Children’s Foundation Uganda. Uganda Management Institute. Kampala, Uganda
Luu, et al., (2016).Outcome versus process value in service delivery.Journal of Services Marketing, 30 (6), pp. 630-642. https://doi.org/10.1108/JSM-12-2014-0410
Mathole, et al.,(2018), Leadership and the functioning of maternal health services in two rural district hospitals in South Africa. Health Policy and Planning, Volume 33, Issue suppl_2, July 2018, Pages ii5–ii15, https://doi.org/10.1093/heapol/czx174
Mekonnin, R. (2015). Customer Orientation and Business Performance of Financial Institution: A Case Study of Eastern Hararghe Commercial Bank of Ethiopia. Management Studies and Economic Systems, 1(4), 257-265.
Mohamed, D., (2015). Total Quality Management Practices and Operational Performance of Private Hospitals In Nairobi County. (Thesis). University of Nairobi, Kenya.
Ngambi, M &Nkemkiafu, A.G (2015). The Impact of Total Quality Management on Firm’s Organizational Performance. American Journal of Management Vol. 15(4)
Nyatanyi, et al., (2017).Implementing One Health as an Integrated Approach to Health in Rwanda. BMJ Global Health,Vol. 2, doi: dx.doi.org/10.1136/bmjgh-2016-000121
Oh, H. S., & Wee, H. (2016). Self Efficacy, Organizational Commitment, Customer Orientation and Nursing Performance of Nurses in Local Public Hospitals. Journal of Korean Academy of Nursing Administration, 22(5), 507. https://doi.org/10.11111/jkana.2016.22.5.507
Otieno, J. (2017). Total Quality Management Practices and Organizational Performance in Manufacturing Industries in Kenya: A Case of Mabati Rolling Mills.” (Published Thesis).Kenyatta University, Nairobi Kenya.
Parasuraman, A. Zeithaml, V., & Berry, L., (1985).A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. 49. 41- 50. 10.1177/002224298504900403.
Shahbod, et al., (2017).Fuzzy Analytic Hierarchy Process Approach to Identify and Prioritize Environmental Performance Indicators in Hospitals. International Journal of Occupational Hygiene. 9(2):66-77.
World Health Organization (2006): The World Health Report 2006: Working Together For Health. Geneva, World Health Organization.
World Health Organization (WHO, 2018). Delivering Quality Health Services: A Global Imperative for Universal Health Coverage. WHO, Geneva:
Yazdani, M., Torkayesh, A.E. and Chatterjee, P. (2020). An Integrated Decision-Making Model for Supplier Evaluation in Public Healthcare System: The Case Study of a Spanish Hospital. Journal of Enterprise Information Management, 33(5), pp. 965-989. https://doi.org/10.1108/JEIM-09-2019-0294
DOI: http://dx.doi.org/10.61426/sjbcm.v8i3.2073
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution 3.0 License.
PAST ISSUES:
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.