Strategic Quality Management Initiatives and Service Delivery in the National Hospital Insurance Fund in Wajir County, Kenya
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Date
2020-01
Authors
Abdi, Ahmed Nunow
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
National Hospital insurance fund has faced so many challenges regarding to service
delivery. Majority of the national hospital insurance fund accredited facilities in Wajir
County have failed to satisfy the customers or members. The problem has escalated to
Mashaalah nursing home and even to Jeddah nursing home which are situated in Wajir
County. Therefore the aim of this study was to investigate the effect of strategic quality
management initiatives and service delivery in National Hospital insurance fund in Wajir
County Kenya. The specific objectives of the study was to establish the effect of top
management commitment, customers orientation, stakeholders involvement, and employee
empowerment on service delivery in national hospital insurance fund Wajir County, Kenya.
The study was guided by quality improvement theory contingency theory and system
approach theory. Descriptive research design was used and data collected from five
accredited national hospital insurance fund facilities located in Wajir County. The
respondents of the study were 114 members. The study used the primary data which was
collected through the use of questionnaire. Reliability was tested through the use of
Cronbach Alpha through a test score of 0.7. Data was analysed with the help of SPSS and
presented in tables and figures. The results indicated that the management does not embrace
teamwork. NHIF does not encourage open communication especially to the members of
NHIF. The management does not take feedback positively as advised by the members of
NHIF in improving the areas recommended by the members. The study presented that
stakeholders were involved to lower extent in resource mobilization in NHIF in Wajir
County. Stakeholders helped in resource and service delivery oversight. Stakeholders were
lowly involved in resource need identification at the initial stages in NHIF in Wajir County.
The NHIF takes feedback from the customers to improve its system and services. It was
clear that the NHIF sensitizes, informs and creates awareness among its clients in Wajir
County. The findings on employee empowerment found that the NHIF builds on the
capacity of the employees for it enables employees to participate in decision-making. The
respondents moderately agreed that the organization encourages compliance and
commitment both within and among the employers. The study concluded that relationship
between top management commitment and the service delivery in NHIF was positive and
significant. Stakeholders involvement with service delivery in NHIF indicated that their
relationship was significant and positive. The results on the relationship between customer
orientation and service delivery in NHIF was positive and significant. The results on the
relationship between employee empowerment and service delivery in NHIF was positive
and significant. The study recommended that NHIF management in Wajir County should
consider involving stakeholders in the decision making relating to health care in the five
considered facilities in Wajir County. The County Governtment of Wajir should consider
improving on the communication and information related. The study recommends that
NHIF cardholders should be oriented on usage and benefit of NHIF card.
Description
A Research Project Submitted to the School of Business in Partial Fulfillment of the Requirements for the Award of Masters of Business Administration Degree (Strategic Management), Kenyatta University. January, 2020
Keywords
Strategic Quality Management Initiatives, Service Delivery, National Hospital Insurance Fund, Wajir County, Kenya