Value of clinician - patient communication on patient satisfaction and net promoter score in private healthcare centers in Kenya

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dc.contributor.authorWahome, C.
dc.date.accessioned2024-09-25T14:51:14Z
dc.date.available2024-09-25T14:51:14Z
dc.date.issued2024
dc.descriptionFull - text thesis
dc.description.abstractHealthcare services remain one of the basic and fundamental services to humanity. The attainment of the United Nations Sustainable Development Goal 3 and Kenya Vision 2030 blueprint will require a healthy nation. In the quest for the provision of good healthcare, the health service provider-patient engagement, interaction and communication are critically important. This study sought to determine the value of clinician-patient communication on net promoter score for private healthcare enterprise and impact on patient satisfaction in Nairobi Kenya. The specific objectives were to determine the influence of quality clinician-patient communication on patient satisfaction and to determine the effect of clinician-patient communication on Net Promoter Score of private healthcare enterprise in Nairobi Kenya. The study was anchored by the diffusion of innovation theory and supported by convergence theory. This study adopted a positivism research philosophy and descriptive survey method as the research design. The target population was 6,466 patients/caregivers with sample size of 377 patients/caregivers. A questionnaire was used to collect primary data. Data analysis was carried out using SPSS Version 21 and entailed descriptive and inferential statistics. The descriptive statistics comprised frequencies and percentages. Inferential statistics involved simple linear regression to determine the influence of quality clinician-patient communication on patient satisfaction and net promoter score of private healthcare enterprises. It was established that patient-clinician communication is positively and significantly correlated with patient satisfaction in private health care enterprises (β=1.496, p-value=0.000). In addition, patient-clinician communication is positively and significantly correlated with net promoter score in private health care enterprise in Kenya (β=1.743, p-value=0.000). The study concluded that patient-clinician communication influences patient satisfaction and net promoter score. The study recommends training clinicians on proper verbal and non-verbal communication to foster a deeper interaction and relationship with patients. Thus, the study recommended the establishment of an effective feedback communication loop between clinicians and patients to avoid instances of ambiguity and miscommunication. Key words: clinician-patient communication, net promoter score, patient satisfaction, private healthcare enterprise, Nairobi Kenya
dc.identifier.citationWahome, C. (2024). Value of clinician—Patient communication on patient satisfaction and net promoter score in private healthcare centers in Kenya [Strathmore University]. http://hdl.handle.net/11071/15558
dc.identifier.urihttp://hdl.handle.net/11071/15558
dc.language.isoen
dc.publisherStrathmore University
dc.titleValue of clinician - patient communication on patient satisfaction and net promoter score in private healthcare centers in Kenya
dc.typeThesis
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MBA-HCM Theses and Dissertations (2024)