Impact of Employee Training on Quality-of-Service Delivery in Public Health Facilities in Nakuru County, Kenya
DOI:
https://doi.org/10.70619/vol6iss7pp12-24882Keywords:
Employee Training, Service Delivery, Public Health Facilities, Nakuru County, KenyaAbstract
The purpose of the study was to examine the impact of employee training on the quality-of-service delivery in the selected public health facilities in Nakuru County. The study adopted a descriptive cross-sectional research design. The target population comprised 1,920 patients drawn from Nakuru County Referral Hospital, Naivasha Sub-County Hospital, Molo Sub-County Hospital, and Bahati Sub-County Hospital. A stratified random sampling technique was used to select a sample of 331 patients, with the sample size determined using the Yamane formula. Data were collected using semi-structured questionnaires. Reliability was assessed using Cronbach's alpha coefficient, with a minimum acceptable threshold of 0.70. Data were analyzed using SPSS version 26 through descriptive statistics and correlation analysis. The quality of healthcare in the selected public health institutions was regarded as satisfactory due to the effectiveness of the staff's courtesy, communication, and appearance, and the minimized wait time. Nevertheless, there were some deficiencies regarding nurses' competence, responsiveness, availability of treatment options, and clarity of treatment plans. Employee training was found to be moderately effective, with mentoring and leadership coaching considered satisfactory, whereas career and personal development coaching should be enhanced. In addition, the correlation analysis showed a strong, positive, and significant association between employee training and healthcare quality (r = 0.732, p < 0.001). The employee training program has achieved a moderate level of development; mentoring can be cited as one of its strengths, but there is room for improvement in career coaching and professional development. The strong positive relationship between employee training and healthcare quality clearly shows that implementing a well-rounded employee training program will likely enhance the quality of healthcare service delivery. Thus, improving structured training, coaching, mentoring, and professional development will be key to enhancing healthcare quality in public health facilities in Nakuru County. Healthcare organizations must invest in robust training programs.
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