FACTORS INFLUENCING PATIENTS’ SERVICE DELIVERY IN PUBLIC HOSPITALS: A CASE IN RAS DESTA MEMORIAL GENERAL HOSPITAL, ADDIS ABABA

Abstract

This research project was conducted on ‘Factors influencing patients’ service delivery in Public Hospitals: a case of Ras Desta Memorial Hospital in Addis Ababa; the capital of Ethiopia. The study focused on six areas, which were management style, communication and implementation of ICT services, status quo of the professional nurses, training and frequency of drug supply. Descriptive survey was used for generating needed information. For the purpose of the data collection, questionnaires were used. The total population under study were the 550 employees of the Ras Desta Memorial General Hospital, 85 people has been selected by the sample size by the formula n=N/ (1+N(e)2) (Mugenda, 2003). Data was collected by administering a wellstructured questionnaires for the 85 respondents but out of the 85 questionnaires administered to those 85 respondents, 81 respondents returned the questionnaires and this represented 95.3% rate of response. The data obtained from the various primary and secondary sources has been presented by charts, tables, graphs of different types and other possible ways. Furthermore, data was analyzed which involved editing, coding, categorization, tabulation and interpretation of the data. The six variables were analyzed in accordance with patients’ service delivery by making a use of the indicators affordability, accessibility, relevance and acceptability (quality). Accordingly, it’s recommend that management of the hospitals should be flexible, there should be more delegation of power and authority to the midlevel management, use and acceptance of ICT services should be scaled up, decentralize the procurement process of drugs, communication cannel in the hospital need to be setup so as to clearly articulate the duties and responsibilities of each staff, more professional nurses has to join the hospital in order to share the work load of the nurses.