ASSESSING THE ROLE OF QUALITY SERVICE DELIVERY IN CLIENT CHOICE FOR HEALTHCARE: A CASE STUDY OF BECHEM GOVERNMENT HOSPITAL AND GREEN HILL HOSPITAL (Published)
Healthcare is one of the Ghana’s biggest sectors, in terms of revenue and Employment. With Ghanaians fast growing purchasing power, patients are willing to avail themselves with good quality healthcare deliveries. As a result, it is essential for health facilities to evaluate the quality of service being delivered.. Service Industries are now focusing on service quality so as to drive high levels of patients satisfaction (Kumar et al., 2008).This study sought to investigate the reason for client choice for a healthcare in Bechem Government Hospital and Green Hill Hospital. The research used quantitative research methods to collect and analyze data. The statistical Package for Social Sciences (SPSS) was used for quantitative data collection.From the respondents view point, the private hospital was rated better in terms of the reliability, responsiveness, empathy and tangibility as compared to Bechem Government Hospital. These means that management of Bechem Government Hospital need to improve more on these factors.Again, on the factors that affect quality healthcare delivery the private hospital was ranked higher than the public hospital (Bechem Government Hospital). The author therefore recommends the use of SERVQUAL model for the government Hospital used in this research. The SERVQUAL model will help the hospital to improve upon the gap identified in performing its service and consequently satisfy the patients.
Keywords: Bechem, Empathy, Government, Healthcare, Hospital, Reliability, Tangibles