The role of client service charter in health service delivery: A case of Tingi health center in Kilwa district council
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Date
2019
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Mzumbe University
Abstract
This study sought to examine “the role of client service charter in health service delivery: a case of Tingi Health Center in Kilwa District Council. The study was guided by three specific objectives which aimed to: examine awareness of both internal and external customers on CSC, find out the existence and accessibility of CSC at Tingi Health center, and solicit the attitude/perception of both internal and external customers on the role of CSC for enhancing service delivery. A case study design was adopted whereas a sample of fifty (50) respondents was selected through purposive, stratified and convenient sampling techniques. Questionnaires, observation and interviews were employed for data collection. Qualitative data were analysed through content analysis, while quantitative data were analysed through SPSS programme version 21. Then data were presented in tables. The findings of the study reveal that, the internal customers (health services providers) are aware of the term CSC, but external customers (patients) are not aware of it; thought they are capable of mentioning information which in turn is on the components of CSC. Also, internal customers are aware that CSC enhances health service delivery, while the external customers are not aware of it. CSC is present and accessible at the center, and it has helped both internal and external customers to know how to go with the provision of health services to the former, and how to access it to later. Both internal and external customers have positive attitude towards CSC in health service delivery, since the standards of the services, patients‟ responsibilities and rights that has led to quality health services provision and created a corruption free environment at the center. The researcher observes that despite the existence of CSC, the awareness of it is missing; hence it could fail to play its role in health service delivery. Nevertheless, for CSC to play its cordial role positively in health service delivery among other things; more public education on CSC is needed, provision of reliable resources, and top management support from Tingi health center and the government. Also, Tingi health center should make and provide a number of copies of CSC to both internal and external customers in order to promote the accessibility and awareness to them
Description
A dissertation submitted to School of Public Administration and Management in partial fulfillments of the requirements for award of the degree of Master of Public Administration (MPA) of Mzumbe University
Keywords
Health services, Client service charter, Customers, Client, Service charter, Good Governance
Citation
APA