Spatio-temporal assessment of customer care practices among public university hospitals in Ghana

Abstract

This study sought to assess the existing customer care practices in two selected public university hospitals in Ghana. Specifically, it explored the customer care experiences of patients, assessed the satisfaction of patients with the care/services, assessed the spatial variations in the customer care practices, assessed how customer care practices in the two hospitals have evolved over the last decade and explored views of key staff and patients on innovative ways to improve on customer care. Employing an embedded concurrent mixed methods strategy, both questionnaires and interview guides were used for data collection. A sample of 1,010 from the 2 hospitals and 30 in-depth interviews were conducted to collect quantitative and qualitative data respectively. The study found that service providers were friendly and welcoming. They communicated adequately with respondents and talked politely with them. Service providers respected the difference in values, culture and belief of the clients. It was also found that there was good customer care among the two hospitals under study. Majority of the respondents were satisfied with the overall experience and the health facility. It was concluded that major changes in both hospitals included: introduction of ―the enquiry desk‖, ―a client satisfaction survey‖ and ―respect and dignity‖ measures. The innovative ways to improve customer care are ICT applications ―good communication‖ with patients, transparency with patients and timely service delivery. It was recommended that service providers need to improve upon communication and at all times display their name, title and their role in the department. Service providers are to deliver their services on time, be transparent and see patients as part of the health care system.