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AND TECHNOLOGY
INSTITUTE OF DISTANCE LEARNING
THESIS PROPOSAL
JANUARY 2011
Healthcare plays a central and powerful role in today's society and in Ghana, a
more critical role. It is a sector that employs more than 57,000 employees and
expends 6.2% on gross domestic product (GDP).
In this industry, each person has a stake and the importance of healthcare will
continue to increase as the ages of the population of Ghana increases and as
accessibility to healthcare worldwide improves. It is a highly sophisticated
profession, and at heart an intensely personal business. Patients interact with
doctors, nurses, pharmacists, security personnel, orderlies and other healthcare
providers. It is this series of interactions that comprise the quality of care and
drives patient satisfaction.
Increasing evidence that the service aspect of healthcare is closely linked to health
care outcomes has caught the attention of industry leaders. The current health care
consumer is better educated and best informed it has ever been. A health care
organizations ability to satisfy consumer demand for convenience and infomation
can significantly influence the quality of health care it ultimately delivers. . Health
care organizations must address those aspects of service that consumers most
readily appreciate; participation in their own health care and treatment decision
making processes, access to care, relationship between physician; etc.
Thus the hospital market today has changed from a sellers' market to a buyers'
market where the customer, i.e. the patient is all important. Patients flock to a
hospital because of its good name and image not just because its services are
cheap.
Typically in mission hospitals, it is perceived that care is optimum and patients are
more satisfied than in Public Hospitals. It is also perceived that mission hospitals
are autonomous and therefore have no direct supervision over their operations and
that the funding they receive from their foreign partners enables them to ensure
optimum care, hence, little or no challenges to ensuring customer care and
satisfaction.
By answering the above questions, the study will hope to bring available
theory and practice together and add to the growing literature in this field
Plan of Work
January – February, 2011 - detailed literature review finalized
March- April, 2011 - development , administration of questionnaire
and collection of data
May-June, 2011 -data evaluated and preparation of draft thesis
July, 2011 - final draft agreed with supervisor
CHAPTER TWO
OUTLINE OF RELEVANT LITERATURE
METHODOLOGY
Both desk research and field research will be carried out. Desk research will focus
on examining the literature. Field research will use questionnaire and structured
inter views to collect data from customers who have benefited from the services of
the hospital and healthcare providers, thus,
1. Customers - Patients and Relatives
2. Providers of the Service - Doctors, Nurses,administrator, etc.
Technique employed
Customers: Simple random sampling of fifty (50) attendants at the hospital OPD
and inpatients
Providers
Purposive sampling of thirty (30) healthcare providers and managers
CHAPTER FOUR
DATA ANALYSIS AND PRESENTATION
Data Analysis will be done with the aid of a computer software SPSS
CHAPTER FIVE
Conclusion
References