Stakeholders’ Participation and Quality Service Delivery among Private Medical Practitioners in Kampala: A Case Study of Case Med Care.

Abstract

This study investigated the influence of stakeholders’ participation on quality service delivery in Case Med Care (CMC), a medical scheme owned and managed by Case Medical Hospital (CMH) in Kampala. The objectives of the study were: to assess the influence of the service organization’s participation on quality service delivery; to determine the influence of the service provider’s influence on quality service delivery; and to examine the influence of the customers’ participation on quality service delivery. In the study, both qualitative and quantitative methods were used, based on a cross sectional design. Out of a target population of 930 participants, a total of 270 respondents out of an expected sample of 274 people successfully participated representing a response rate of 98.5 %. Data were collected by way of questionnaires, observations, interviews and documentary reviews, and engaged the sampling methods of stratified, systematic, judgmental, and simple random sampling. Qualitative data were analyzed by thematic and deductive techniques, while quantitative data analysis was done with the help of Statistical Program for Social Sciences (SPSS), version 16. Overall, stakeholder participation had a positive influence on quality of healthcare. The strength of participatory influence however varied among the three stakeholders studied which were; the service organization, the service provider and customers. It was found out that service organization and customers influenced quality service delivery significantly, but that of the service provider was very weak. Therefore, there is need to affirmatively interest and engage the service provider more in participation in view of their great potential in influencing quality healthcare delivery; also especially because, they are the final renderers of the actual service to the final consumers, who are the ultimate determinants of quality healthcare.