Service Responsiveness to Students’ Health Care Expectations at the Moi University Health Centre in Kenya

Abstract

According to World Health Organization, healthcare system responsiveness is measured through its ability to meet the following principles: dignity of persons, autonomy, confidentiality, prompt attention, quality of basic amenities, clarity of communications, access to social support, and choice of providers. Further, service delivery process should be characterized by speed and timeliness, courtesy and helpfulness, reliability and consistency of services, accuracy of records maintained in paperwork, positive attitudes of staff and user friendliness free from bureaucracy. Existing literature, however, identifies disparities between client expectations and service provision. This study sought to identify the degree of responsiveness of services offered at Kenya’s Moi University Health Centre to students’ healthcare expectations. Across-sectional survey involving the mixed method was used with WHO questionnaire, key informant interviews, and focus group discussions to collect data. Sample size was determined using Yamane’s formula. Respondents were identified by stratified random sampling for clients, and both purposive and snow balling for providers. Quantitative data was analysed using principal component analysis whereby relevant components were extracted, then linear regression analysis was used to assess the relationship between scores and the extracted components. Qualitative data was transcribed, cleaned and coded, and the emergent themes presented to enhance the WHO domains resultant components. The study found that the services offered at the health facility satisfied the primary healthcare component with counselling as appropriate. The time spent on each patient is minimal to avoid delaying the rest of the clients while occasionally may take a while longer. Time is wasted as it takes time to satisfy individual client. Therefore, the services offered at the Moi University Health Centre are responsive to students’ needs; however, the level of responsiveness does not fully meet theexpectations of clients. As such, it is recommended that the University should realign its health service provisions to meet the desires of the students while maintaining the national and institutional policies in force. The findings of the study thus contribute to the existing knowledge and help in design of strategies for achieving better health for the youth