Employee Empowerment and Service Delivery in the National Hospital Insurance Fund in Wajir County, Kenya

Abstract

National Hospital insurance fund has faced so many challenges regarding customer satisfaction and service delivery. Majority of the National Hospital Insurance Fund accredited facilities in Wajir County have failed to satisfy the customers or members. The problem has escalated to Mashaalah nursing home and even to Jeddah nursing home which are situated in Wajir County. Therefore the aim of this study was to investigate the effect of employee empowerment on service delivery in national hospital insurance fund Wajir County, Kenya. The study was guided by quality improvement theory. Descriptive research design was used and data collected from five accredited nat ional ho spital insu rance fu nd facilities located in Wajir Cou nty. Th e respondents of the study will be 114 members. The study used the primary data which was collected through the use of questionnaire. Data was analysed with the help of SPSS and presented in tables and figures. The findings on employee empowerment found that the NHIF builds on the capacity of the employees for it enables employees to participate in decision-making. The respondents moderately agreed that the organisation encourages compliance and commitment both within and among the employers. The results on the relationship between employee empowerment and service delivery in NHIF was positive and significant. The County Governtment of Wajir should consider improving on the communication and information related to the benefits of being a member of NHIF.