Assessment of Quality Health Care Service Delivery by Health Care Providers in Federal Tertiary Health Facilities in South-South, Nigeria

Abstract

This study assesses the quality of healthcare service delivery by healthcare providers in federal tertiary health facilities within the south-south region of Nigeria. A survey research design was employed, and the extensive research population involved 3,306 healthcare providers selected from Federal Medical Centres in Asaba and Yenagoa, the University of Port Harcourt Teaching Hospital, and the University of Uyo Teaching Hospitals. Krejcie and Morgan's sampling formula was used to determine the sample sizes of 378 healthcare providers. The research methodology includes the meticulous selection of two federal medical centres and two federal tertiary teaching hospitals, followed by the acquisition of ethical approval from relevant authorities. Eight research assistants, two from each facility, undergo comprehensive training over an eight-day period to ensure uniformity in data collection procedures. A convenience sampling technique was used to administer 378 questionnaires to healthcare professionals over an eight-week data collection period, and a 95% return rate was achieved. The collected data were analysed using descriptive statistical tools. The study found a high level of quality healthcare service delivery by healthcare providers in federal tertiary health facilities in South-South Nigeria. All five dimensions of quality healthcare service delivery were rated at a very high level, with assurance, reliability, empathy, responsiveness, and tangibility being the least highly rated. The confidentiality of patients' information was rated most highly, followed by the safety of patients' health records. The study recommended that the government, including the management of these health facilities, should ensure proper motivation of health care providers through the provision of adequate physical and technological infrastructure, enabling work environments, communication garlands, and other incentives in order to keep them always active, readily available, and willing to perform their respective functions without prejudice, and also to eliminate the high rate of employees’ turnover in Nigerian health sectors.