Health care manager commitment towards implementation of citizen charter standards and associated factors in public hospitals of Jimma zone, Southwest Ethiopia

Nigusu Getachew,Elias Ali Yesuf,Dejene Melese,Yibeltal Siraneh,Firehiwot Worku,Gebeyehu Tsega,Tilahun Fufa Debela

doi:10.1186/s12913-021-07137-1

Nigusu Getachew, Elias Ali Yesuf + Show 5 more

Open Access

https://doi.org/10.1186/s12913-021-07137-1

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Abstract

BackgroundManagerial commitment is important for effective design and implementation of citizen charter to assure the quality of health service delivery as per the standards depicted in the document. Hence the objective of this study is to assess the level of managerial commitment towards implementation of the citizen charter standards and associated factor in Jimma zone public hospitals.MethodsA Facility based cross-sectional study design was employed in Jimma zone public hospitals from March 14 to May 16, 2019 and 422 health managers who were currently working at all levels of management were participated in the study. After checking its completeness, the data was entered into EPI data version 3.1 and exported to SPSS version 20 for statistical analysis. Factor analysis was conducted. Simple and multiple linear regression were done using 95%CI and significance was declared at P < 0.05. All assumptions of linear regression and principal component analysis were checked.ResultsThe percentages mean score of managerial commitment for health managers working in jimma zone public hospitals was 58%. Perceived value and care for managers (β = .329,95% CI,.245,.413, p-value<.001), Interaction between staff and managers’ (β = 0.077,95%CI,.032,.122, p-value< 001),involvement during implementation of citizen charter(β = 0.061,95%CI,.010,.112,p-value = 018) and positional level(β = − 122,95%CI,-.242,-.002,p-value = .046) as predictors of managerial commitment towards implementation of citizen charter standards.ConclusionsIn this study, the percentage mean score of managerial commitment for health care managers working in Jimma zone public hospitals was medium. Hence, all levels of managers to consider and maintain factors identified in this study in their management practice to foster a higher level of managerial commitment towards implementation of citizen charter standards in jimma zone public hospitals.

Highlights

Managerial commitment is important for effective design and implementation of citizen charter to assure the quality of health service delivery as per the standards depicted in the document
The Citizen charter (CC) has been developed as a tool to improve the quality of services, address the needs of citizens’ rights and set clear standards of performance because bureaucratic administration is regarded as rigid, rule bound, slow moving, costly, inefficient and unresponsive to them users [2]
Three hundred thirty one (78.8%) of the participants were working in a lower level managerial position (Table 1)

Summary

Introduction

Managerial commitment is important for effective design and implementation of citizen charter to assure the quality of health service delivery as per the standards depicted in the document. CC ensures that public institution dealing with service delivery does so in efficient, effective and timely manner It creates awareness about citizen’s rights, enhances accountability of the organization, and improves service delivery [1]. The CC has been developed as a tool to improve the quality of services, address the needs of citizens’ rights and set clear standards of performance because bureaucratic administration is regarded as rigid, rule bound, slow moving, costly, inefficient and unresponsive to them users [2]. It was introduced first in federal ministry republic of Ethiopia, ministry of civil service in February 2012. Researches are encouraged to explore the contribution of CC in improving public service delivery and accountability at the local administration level [3]

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