HEALTH WORKERS' PERCEPTION ON THE QUALITY OF SERVICE AND CORPORATE CULTURE OF A TEACHING HOSPITAL IN NIGERIA

Etukumana Etiobong Akpan, Orie Jacob Bassey

Available online Jul 19, 2018.

[ Original ] Volume 24, Issue 2, 2015, Pages 108-113


Abstract

BACKGROUND
Quality of service delivery remains the most important issue in hospitals since patients expect higher standard care and services.
This quality service is rooted in the culture of the health care organization.Therefore,this study seeks to determine health workers'
perception on the quality of service and corporate culture at University of Uyo Teaching hospital,Uyo,Nigeria.
METHOD
A cross-sectional descriptive study was carried out.Using structured questionnaire and convenient sampling technique,data were
collected from 250 hospital workers.The responses on questions to elicit the hospital's quality of service and corporate culture
were rated on a five-point Likert Scale as follows; Strongly Agree (SA),Agree (A), Neutral(N), Disagree (D) and Strongly Disagree
(SD). Data entry and analysis were performed using Epi Info 3.2.2 (CDC,Atlanta,Georgia,USA)
RESULTS
The minimum and maximum ages of the respondents were 21years and 60 years respectively.The mean,median and mode ages in
the respondents were 34.6(±7.88) years,33years,and 30 years respectively.Majority of the study respondents were in the age group
of 31-40 years (30%),female (56.8%) and Doctors (36%).
The respondents' positive perception on quality of service offered by the hospital was 69.2% (OR 5.05, 95%CI 3.39-7.52, P<0.
00001). The subjects' positive perception on the organization values for the individual worker was 54.4% (OR 1.42, 95%CI 0.99-
2.06,P=0.049).However,only 43.2% of the subjects accepted that the management of the hospital was flexible and understands the
important of balancing their work/personal life (OR 0.58,95%CI 0.40-0.84),P=0.002).Thirty-eight percentages (38%) accepted that
top management of the hospital communicates changes in decisions that affect employees (OR 0.38,95%CI 0.26-0.55),P<0.00001).
Majority of the workers in the various professions accepted that the hospital offer quality services as obtained in other hospitals.
Majority of the workers in all the professions except Medical Doctors accepted that the hospital values the individual workers.
Majority of the Pharmacists and Non-clinical staff accepted that the hospital management was flexible and understands the
importance of balancing their work and personal life. Majority of the Doctors, Pharmacists and laboratory/image scientists did not
accept that top management communicates changes in decisions that affect employees.
CONCLUSION
The perception of health workers on the quality of service rendered by the University of Uyo Teaching Hospital was satisfactory.
However,the hospital needs to improve on its corporate culture to achieve a higher quality of service.


Keywords

hospital, perception, quality of service, corporate culture, health workers,