Factors Affecting Quality of Health Services in Uganda: A case study of Masafu General Hospital, Busia District

Abstract

The general objective of the study is to examine the factors that affect quality of health services in Masafu general Hospital. Specifically the study examined the influence of work environment, customer care, and teamwork on quality health services in Masafu hospital. The study used a cross-sectional design using a quantitative and qualitative approach on a population hospital staff and patients. Data was collected using questionnaires and an interview guide. The study found a high significant relationship between work environment and quality of health services (r = 0.779**, p = 0.000, β= 0.359 and t=3.309). Customer care had a high positive significant relationship with quality of health services offered by the hospitals (r = 0.781** and p = 0.000, β = 0.385, t = 3.542). Teamwork had a high positive significant relationship with quality of health services offered by the hospitals (r = 0.647**, p = 0.000, β = 0.257 and t = 2.903). The study concluded that the quality of health services depends on the level to which the management of the hospital provides the employees with a conducive work environment, good customer care and teamwork. To enhance the quality of health care services in public hospitals, the MoH in liaison with the district health team and management of hospital should always allocate adequate budgets for the provision of protective foot, hand and face masks to all health personnel in hospitals. This should be complemented by continuous and strict observance of professional codes of conduct through generation of records and reports on observance the professional standards. The study also recommends teambuilding session and enhancement of team rewarding through attractive financial and none financial incentives.