Browsing by Author "Chepkemoi, Naomi"

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    Influence of Patient Characteristics and Health System Factors on Performance of Electronic Queue Management Systems Among Outpatients in Radiant Group of Hospitals, Nairobi City County, Kenya
    (Journal of Medicine, Nursing & Public Health, 2025-08) Chepkemoi, Naomi; Kithuka, Peter; Kabeu, Emma
    The purpose of this study was to examine how patient characteristics and health system factors influence the performance of the electronic queue management system among outpatients in radiant group of hospitals, Nairobi City County, Kenya.There is a rise in the number of hospitals adopting a queue management system in order to improve the movement of patients within the facility. Employing a cross-sectional design with stratified sampling, the study collected data from 335 outpatients and conducted key informant interviews with hospital staff. The research was theoretically grounded in Queue Management Theory and the Technology Acceptance Model. Regarding patient characteristics, the analysis revealed significant associations between EQMS performance and age (OR=1.963, p=0.027), with patients aged 60+ reporting 96% higher satisfaction due to reduced physical queuing demands. Education level showed an inverse relationship with system challenges (OR=0.805, p=0.041), indicating that patients with higher education experienced fewer difficulties navigating the system. Employment status also demonstrated significance (OR=1.104, p=0.019), with employed patients reporting better experiences, likely due to greater technology familiarity. For health system factors, staff communication emerged as the strongest predictor (OR=2.220, p=0.025), where clear queue status updates reduced perceived wait times by 122%. Staff engagement (OR=1.633, p=0.046) and responsiveness (OR=0.983, p=0.003) were equally vital, explaining 63% and 98% of variance in satisfaction scores respectively. Environmental factors proved equally crucial, with clear signage (OR=3.145, p=0.041) and cleanliness (OR=3.271, p=0.001) increasing the likelihood of positive experiences by 214% and 227% respectively. Qualitative data highlighted specific challenges for non-English speakers and patients with disabilities. The study concludes that patient characteristics including age, education level, employment status, and trust levels significantly influence Electronic Queue Management System performance among outpatients at Radiant Group of Hospitals, with health system factors such as staff communication, environmental conditions, and organizational support playing equally critical roles in determining system effectiveness. The study recommends that healthcare facilities implement multilingual interface enhancements, staff training programs focused on communication and patient engagement, environmental modifications including improved signage and seating, and accessibility features for special needs populations to ensure comprehensive and equitable electronic queue management system performance.
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    Influence of Technological Factors on Performance of Electronic Queue Management Systems among Outpatients in Radiant Group of Hospitals, Nairobi City County, Kenya
    (Journal of Medicine, Nursing & Public Health, 2025-08) Chepkemoi, Naomi; Kithuka, Peter; Kabeu, Emma
    Long waiting times and congested queues in healthcare facilities worldwide have led to the adoption of Electronic Queue Management Systems (EQMS) to streamline service delivery, but their effectiveness depends critically on the performance of underlying technological components.Thus, this study sought to examine the influence of perceived technological factors on the performance of EQMS among outpatients at the Radiant Group of Hospitals in Nairobi City County. The study employed a cross-sectional design anchored on the Technology Acceptance Model (TAM) and Queue Management Theory (QMT), targeting patients in the outpatient department. Astratified proportionate sampling approach was used to select 335 respondents from a population of 1,460 patients, while key informants were identified purposively.Data were collected through structured questionnaires and key informant interviews and analyzed using both quantitative and qualitative methods, with findings presented in tables, charts, and narratives. The results revealed that technological factors significantly influenced EQMS performance. Key positive determinants included system capacity (OR=1.589, p=0.002), adherence to queue discipline (OR=0.923, p=0.043), and reduced waiting time delays (OR=1.129, p=0.021). Conversely, technical challenges such as system malfunctions (OR=1.509, p=0.052) and unreliable internet connectivity (OR=0.826, p=0.001) emerged as notable barriers to effective system use. The study concludes that the success of EQMS is highly dependent on its technological robustness, reliability, and user-friendliness. The study recommends the integration of a mobile application for real-time queue updates, the introduction of multilingual interfaces to improve accessibility for diverse patient demographics and the incorporation of voice-guided instructions and braille signage to support patients with special needs.