Organizational Culture and Quality Service Delivery of Health Information Managers in Teaching Hospitals, North-West Nigeria.

Abstract

The study examined organizational culture and quality service delivery in teaching hospitals in North-West Nigeria. The provision of adequate treatment, training and research, which are the functions of teaching hospitals, will be difficult to attain without a well-organized, effective and efficient health information management department. The study adopted the survey research design to investigate six teaching hospitals in North-West, Nigeria. The proportionate stratified sampling technique was used to administer copies of questionnaire to 243 health Information Managers (HIMs) and 443 patients, but 194 and 407 were returned respectively for data analysis. Data obtained were analyzed using descriptive statistics (frequency counts, percentage, mean and standard deviation). Findings revealed that the extent of quality service delivery in the teaching hospitals, was high (x̅=3.30), on a scale of 4. All the indicators of quality service delivery showed high values: assurance (x̅=3.32), empathy (x̅=3.31), tangibles (x̅=3.30), responsiveness (x̅=3.29) and reliability (x̅=3.26). The prevalent organizational culture in the teaching hospitals were mission (x̅=3.46), involvement (x̅=3.45), adaptability (x̅=3.41) and consistency (x̅=3.41). Organizational culture had significant influence on quality service delivery of HIMs in the teaching hospitals (R2= 0.043, β = 0.208, t (231) = 3.239, p<0.05). It was, therefore, recommended that management of the teaching hospitals should make continual efforts to sustain key indicators of quality service delivery such as security of patients’ files, protection of request forms, easy retrieval of patients’ records and availability of physical infrastructure. Keywords: Organizational culture, Quality service delivery, Service, Teaching hospitals, North-West Nigeria