EFFECT OF PHYSICAL RESOURCES ON SERVICE DELIVERY IN KENYATTA NATIONAL HOSPITAL

Abstract

The prevailing economic and social conditions have adversely impacted on the delivery of health
care services in the country. One of the core values is provision of adequate resources which
aims at enhancing effective implementation of the Hospital‟s service delivery strategies.
However, Kenyatta National Hospital is still facing challenges in its endeavour to provide quality
health care due unconducive work environment, shortage of some specialized skills and
inadequate succession planning which had led to inefficiency, poor service quality or customer
dissatisfaction in the hospital. Therefore, this study sought to determine the effect of physical
resources on service delivery in Kenyatta National Hospital in Nairobi City County. This study
adopted a descriptive research design. The unit of analysis was Kenyatta National Hospital and
the unit of observation was 911 hospital staff members who were drawn from 10 departments.
Stratified sampling method was used to group the respondents into 10 departments. The
respondents were selected using simple random sampling method. The study sample size was
278 respondents. Data was collected using a structured questionnaire. Data was analysed using
descriptive statistics using mean and standard deviations. The study established that physical
resources had a positive and significant influence on service delivery. The study concluded that
the hospital had adequate and quality physical resources that enhance their operations process.
The study recommended that the hospital should enforce and improve policies to procure
appropriate and high-quality physical services from reputable suppliers at all times.