| dc.description.abstract | This study sought to examine the influence of Total Quality Management practices on quality
services in healthcare sector in Nairobi County, Kenya. Specifically, this study examined the
influence of customer focus, quality improvement, employee involvement and management
support on quality services in healthcare sector in Nairobi County. The study adopted cross sectional descriptive design and targeted healthcare providers in five hospitals (three public and
two private) in Nairobi County including; Mbagathi hospital, Mama Lucy hospital, Pumwani
hospital, Coptic hospital and Aga Khan Hospital. Yamane (1967) formula was used calculate the
sample size of 115 respondents from healthcare workforce population of 1,652. Data was collected
using questionnaires and analyzed through descriptive and inferential statistics. The study found
that customer focus promoted effective assessments and follow-ups on patients and helped to build
strong relationships between healthcare providers and patients through effective communication
and continuous quality improvement through CQI teams and routine MDTs promoted service
quality while employee involvement enhanced motivation and productivity of staff. Management
support was essential in setting and ensuring implementation of goals and vision of healthcare
facilities, motivation of staff and resource mobilization to implement core services in healthcare
facilities. The study concluded that there is a significant relationship between TQM practices and
quality services in healthcare sector in Nairobi County, Kenya and recommended that healthcare
facilities (public & private) should bolster implementation of TQM interventions since they
promote quality of services. | en_US |
