A critical analysis of service delivery system in the health institutions: a case study of Queenstown Private Hospital in Chris Hani District 2013
- Authors: Zonke, Noncendo
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11709 , http://hdl.handle.net/10353/d1015240
- Description: Service delivery challenges have been reported between from the health care industry more especially in the Eastern Cape Province this is due to a number of factors such as job satisfaction, productivity, absenteeism and turnover among healthcare employees and as such it affects employees’ organizational commitment and the quality of healthcare services. The aim of the study was to determine the factors influencing job satisfaction among healthcare professionals at Queenstown Private Hospital in relation to the service delivery. The study was conducted among 30 participants. Self-administered questionnaires were used to collect data from the participants. Data was then analysed using statistical tools such as pie charts and graphs. The results showed a high level of job satisfaction result in optimum service delivery in the service industry, more especially in the Queenstown private hospital. Almost 90% of participants were satisfied with their jobs, and there was a high level association between job satisfaction and socio-demographic characteristics. Variables such as opportunity to develop, responsibility, patient care and staff relations were found to be significantly influencing job satisfaction and there was a significant positive medium association between job satisfaction and opportunity to develop,responsibility, patient care and staff relations for both clinical and clinical support staff and consequently the employee performance in their jobs, which resulted in the improved delivery of health care in the hospital at all the times. Satisfaction with one’s job can affect not only motivation at work but also career decisions, relationship with others and personal health. Job satisfaction is also an essential part of ensuring high quality care. Dissatisfied healthcare providers give poor quality, less efficient care.
- Full Text:
- Date Issued: 2014
- Authors: Zonke, Noncendo
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11709 , http://hdl.handle.net/10353/d1015240
- Description: Service delivery challenges have been reported between from the health care industry more especially in the Eastern Cape Province this is due to a number of factors such as job satisfaction, productivity, absenteeism and turnover among healthcare employees and as such it affects employees’ organizational commitment and the quality of healthcare services. The aim of the study was to determine the factors influencing job satisfaction among healthcare professionals at Queenstown Private Hospital in relation to the service delivery. The study was conducted among 30 participants. Self-administered questionnaires were used to collect data from the participants. Data was then analysed using statistical tools such as pie charts and graphs. The results showed a high level of job satisfaction result in optimum service delivery in the service industry, more especially in the Queenstown private hospital. Almost 90% of participants were satisfied with their jobs, and there was a high level association between job satisfaction and socio-demographic characteristics. Variables such as opportunity to develop, responsibility, patient care and staff relations were found to be significantly influencing job satisfaction and there was a significant positive medium association between job satisfaction and opportunity to develop,responsibility, patient care and staff relations for both clinical and clinical support staff and consequently the employee performance in their jobs, which resulted in the improved delivery of health care in the hospital at all the times. Satisfaction with one’s job can affect not only motivation at work but also career decisions, relationship with others and personal health. Job satisfaction is also an essential part of ensuring high quality care. Dissatisfied healthcare providers give poor quality, less efficient care.
- Full Text:
- Date Issued: 2014
Evaluating the need for an Employee Performance Management System in the Eastern Cape Buffalo City Metropolitan Municipality (2012)
- Authors: Mthembu, Bhekisisa Jacob
- Date: 2013
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11686 , http://hdl.handle.net/10353/d1013579
- Description: Local government is the most important sphere of government, given the fact that, it is the closest to the people. It always experiences the service delivery protest by the community residents it serves. This is often due to unfulfilled promises concerning the delivery of services. Often the annual performance results are also unsatisfactory as compared to the agreed upon service delivery agreements. National treasury as a distributor of funding to Municipalities often has to request the return of the unused funds at the end of the financial year period. This is the results of poor managing and planning for the resources at the disposal of the Municipalities. There has been a number of transformational processes over the past few years in the manner that municipalities are being managed and run on a day today basis. This research is focused on the system enhancement for Buffalo City Metropolitan Municipality which is situated in the Eastern Cape province of South Africa. Buffalo City Metropolitan Municipality, in particular, has in the 2011 Local government election acquired a metropolitan status, which requires another transformationprocess in the manner it is being managed. At the same time this automatically raises the bar on the service delivery mode and expectations by the communities. The Constitution of the Republic of South Africa, act 108 of 1996 states how Municipalities are to render services to the communities. And therefore pieces of egislation serves as a guide for the processes and systems in the municipalities at large. This research examined the need for an employee performance management system in the Buffalo City Metropolitan Municipality for the 2012 period. In the review of the literature, there was a number of analysis of issues such as organisation culture which plays an important role in the system implementation and success. And it became evident that, there can be no success of any system in an organisation without the thorough evaluation of the organisational culture. The data was sourced through close ended questionnaires which were distributed to 51 respondents that were identified. These were five Directors, five General Managers, 10 Programme Managers from across the institution, 30 staff members from across all directorates and one portfolio councillor from Corporate service directorate.Each respondent was given a period of one week to respond to the questionnaires. The research provides suggested solutions to the current problems in Municipalities in terms of employee performance management within the organisation. The recommendations provided are not conclusive as the circumstances cannot be the same from one municipality to the other. In order to ensure their sustainability within Local Government, there is need for an employee performance management system to evaluate the performance of all the employees. The research findings identified the leadership role in ensuring the introduction and successful implementation of the employee performance management system, in order to address the service delivery challenges faced by the municipalities.
- Full Text:
- Date Issued: 2013
- Authors: Mthembu, Bhekisisa Jacob
- Date: 2013
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11686 , http://hdl.handle.net/10353/d1013579
- Description: Local government is the most important sphere of government, given the fact that, it is the closest to the people. It always experiences the service delivery protest by the community residents it serves. This is often due to unfulfilled promises concerning the delivery of services. Often the annual performance results are also unsatisfactory as compared to the agreed upon service delivery agreements. National treasury as a distributor of funding to Municipalities often has to request the return of the unused funds at the end of the financial year period. This is the results of poor managing and planning for the resources at the disposal of the Municipalities. There has been a number of transformational processes over the past few years in the manner that municipalities are being managed and run on a day today basis. This research is focused on the system enhancement for Buffalo City Metropolitan Municipality which is situated in the Eastern Cape province of South Africa. Buffalo City Metropolitan Municipality, in particular, has in the 2011 Local government election acquired a metropolitan status, which requires another transformationprocess in the manner it is being managed. At the same time this automatically raises the bar on the service delivery mode and expectations by the communities. The Constitution of the Republic of South Africa, act 108 of 1996 states how Municipalities are to render services to the communities. And therefore pieces of egislation serves as a guide for the processes and systems in the municipalities at large. This research examined the need for an employee performance management system in the Buffalo City Metropolitan Municipality for the 2012 period. In the review of the literature, there was a number of analysis of issues such as organisation culture which plays an important role in the system implementation and success. And it became evident that, there can be no success of any system in an organisation without the thorough evaluation of the organisational culture. The data was sourced through close ended questionnaires which were distributed to 51 respondents that were identified. These were five Directors, five General Managers, 10 Programme Managers from across the institution, 30 staff members from across all directorates and one portfolio councillor from Corporate service directorate.Each respondent was given a period of one week to respond to the questionnaires. The research provides suggested solutions to the current problems in Municipalities in terms of employee performance management within the organisation. The recommendations provided are not conclusive as the circumstances cannot be the same from one municipality to the other. In order to ensure their sustainability within Local Government, there is need for an employee performance management system to evaluate the performance of all the employees. The research findings identified the leadership role in ensuring the introduction and successful implementation of the employee performance management system, in order to address the service delivery challenges faced by the municipalities.
- Full Text:
- Date Issued: 2013
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