Abstract
Health care services are an essential component of South African government policy and this is regulated by the Health Act, Act 61 of 2003. The study explores the services offered by the Provincial Hospital KwaZulu Natal, South Africa in relation to service delivery and management practices. The key participants to the study are the patients and staff of the hospital. A structured questionnaire to the patients and departmental heads of the hospital was applied. A structured interview was conducted with strategic level management of the hospital. The results of the study were organized thematically and were triangulated between the results of the various data collecting instruments. A presentation of graphs and tables would be used to facilitate the results of the data. The paper provides sound conclusions and recommendations for efficient and effective management and service delivery within the provincial hospital and which are applicable to many of the provincial hospitals in the country.
Highlights
Batho Pele principles, which means "people first "are a set of principles that enshrines amongst others the need to deliver efficient and effective services to its people
Health care services are an essential component of government policy and the Health Act, Act 61 of 2003, regulates this
The provincial hospital in KwaZulu Natal will be evaluated in respect of its management practices and service delivery
Summary
Batho Pele principles, which means "people first "are a set of principles that enshrines amongst others the need to deliver efficient and effective services to its people. It highlights the rights and responsibilities of health providers and healthcare users, and ensures broader community participation in healthcare delivery from a health facility level up to national level It establishes provincial health services and outlines the general functions of provincial health departments (South African Government Information, 2008). Doyle (2002: 109) emphasizes the similarities with hospitality in the following headings: Service standards: citizens must be informed about the level and quality of the services they will receive in order for them to know what to expect This implies that public servants must deliver the level and quality of services they have undertaken to provide. In the hospitality industry, Kotas, Teare, Logie, Jayawardena and Bowen (1996) emphasize the importance of meeting customer needs, and when there are no gaps between what the customer expects and what the customer gets, quality is present
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