Effect of employee engagement on service delivery at University of Cape Coast Hospital

Abstract

Involving employees physically, emotionally and psychologically by management at work place is difficult. This can be accomplished by introducing the idea of employee engagement into the organisation. The study focuses on employee engagement and how it influences service delivery at the University of Cape Coast Hospital. Making use of primary data gathered through face-to-face interviews with hospital staff and patients. The ethnographic method was used in the design of this research. A face-to-face interview was conducted using a semi-structured interview guide with sixteen participants, and the data collected was analysed using thematic content analysis. Employee involvement in decision-making has a major influence on employee engagement, according to the results of the studies. When their leader expresses interest in their success, employees are particularly engaged. In the corporate stage, some high-performance work practices seem to be put into action within the organisation as well as having an effect on engagement. On the other hand, because they are not well implemented it has a negative impact on engagement. The study discovered that workload and work flexibility have a negative impact on engagement and, as a result on the quality of services provided. The study concluded that, there is lack of engagement which affect the performance of staff. Based on the findings of the report, it is suggested that the hospital's management create a formal plan to serve as a reference to effectively engage all staff to deliver quality care.