Assessment of Service Quality in Private Health Facilities from Patients’ Perspectives in Kinondoni District

Michael, Festo (2015) Assessment of Service Quality in Private Health Facilities from Patients’ Perspectives in Kinondoni District. Masters thesis, The Open University Of Tanzania.

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Abstract

Kinondoni district has higher number of private health facilities than any other district in Tanzania. About 84% of its health facilities are privately owned by individuals and institutions including faith based organizations. However, little is known about quality of services provided in these facilities. This study aimed to assess quality of services provided by private health facilities in the Kinondoni district. Interview was administered to 110 outpatients who have accessed services at Mwenge hospital. Service quality was assessed by using five dimensions of reliability, responsiveness, assurance, empathy and tangibility. Descriptive analysis; frequencies, and mean were used to summarize the data. Mean score were used to determine differences among the five dimensions and between items in each dimension.Overall, respondents show relatively positive perceptions toward quality of services provided at Mwenge hospital. The average score of the five dimensions is 3. 9 out of 5. Items such as records keeping and ability of staff to make patients confident and safe were ranked the highest. Waiting areas, number of staff and appearance of service delivery rooms scored fewer points. Patient’s satisfaction was also relatively high. About 48% and 14% of the respondents reported being satisfied and very satisfies with the services respectively.In conclusion, service quality at Mwenge is high and patients satisfaction as well. Yet, due to firm competition in the health sector, the hospital needs to improve its services particularly in areas that were ranked the lowest by respondents. Some measures that can be taken to improve service quality at Mwenge include motivation of current staff and recruitment of additional staff.

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