Repository logo
 

Service delivery in the Chal Hospital Tebellong in Lesotho.

dc.contributor.advisorRamluckan, Trishana.
dc.contributor.authorKhiba, Ntulela Alice.
dc.date.accessioned2020-04-06T16:09:09Z
dc.date.available2020-04-06T16:09:09Z
dc.date.created2018
dc.date.issued2018
dc.descriptionMasters Degree. University of KwaZulu-Natal, Durban.en_US
dc.description.abstractThe healthcare service industry has never been so competitive than it is today (Goddard, 2015). In order to survive, health care facilities must focus on delivering quality to their patients and meeting their expectations. The global concern is to make health care freely accessible and affordable to all people. The purpose of this study was therefore designed to assess the experiences and expectations of both the healthcare workers and patients of Tebellong hospital. The SERVQUAL/RATER model was used as a basis for this in terms of the delivery of quality services. As part of the data collection for the study, a field survey was conducted. Based on the data collected from 66 healthcare workers and patients in the hospital, the results indicate that there is quality service delivery gap. This means that the expectations of both the healthcare workers and patients in regard to the provision of quality services are higher than what was initially perceived. The biggest gap that was discovered is for the construct of tangibles, with which there is an urgent need to improve the 'visible' aspects of the service at the hospital to make them more appealing to the eyes of the community. The results further indicate that the expectations of patients are substantially higher than that of the healthcare workers, which indicates that it is not about how managers and healthcare workers define quality in healthcare but it is about how the patients, the receivers of the services view it. As a result of the findings of the study, it has become evident that Hospitals in general should ensure that patients are always at the heart of what they do. The patient experience should be improved at Tebellong hospital, giving priority number one to the tangibles as per findings.en_US
dc.identifier.urihttps://researchspace.ukzn.ac.za/handle/10413/17641
dc.language.isoenen_US
dc.subject.otherService delivery--Lesotho--Tebellong--Chal Hospital.en_US
dc.subject.otherHealthcare service industry.en_US
dc.subject.otherHealth care facilities--Service delivery.en_US
dc.titleService delivery in the Chal Hospital Tebellong in Lesotho.en_US
dc.typeThesisen_US

Files

Original bundle

Now showing 1 - 1 of 1
Loading...
Thumbnail Image
Name:
Khiba_Ntulela_Alice_2018.pdf
Size:
1.77 MB
Format:
Adobe Portable Document Format
Description:

License bundle

Now showing 1 - 1 of 1
No Thumbnail Available
Name:
license.txt
Size:
1.64 KB
Format:
Item-specific license agreed upon to submission
Description: