Determinants of the performance of satellite clinics: a case study of Mater Misericordiae Hospital in Nairobi, Kenya

Mutia, Rhoda
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Strathmore University
Increased competition in the healthcare industry has forced hospitals to adopt innovative expansion strategies. One such strategy is establishment of satellite clinics. This study sought to examine the performance of the satellite clinic model for the Mater Hospital in Nairobi. The study specifically sought to establish the effect of medical infrastructure, medical staff responsiveness, and medical service quality on the performance of satellite hospitals in Kenya. The study adopted a quantitative research methodology relying on a descriptive research design. The unit of analysis was the satellite hospitals under Mater Hospital with the unit of observation being drawn from the patients served within the satellite hospitals. The satellite hospitals served a total of 126,986 patients in 2018. The study utilized the Krejcie and Morgan table to draw a representative sample that research data was collected from. The study utilized a structured questionnaire with Google forms being utilized in the data collection. The collected study data were analyzed using both descriptive and inferential statistics. The study was able to obtain an 83% response rate with the findings. The results show that over 59% of respondents were female and that 80% have attained more than o-level education. 58% of respondents were repeat clients having received services from the hospital for over three years. The study concludes that R2= .493 variations in the hospital performance of satellite clinics are determined by the level of medical service quality, medical service responsiveness and medical infrastructure at the satellite clinics. The study recommends that the hospital should foster provision of quality medical care, professionalism and responsiveness of the workforce to enhance performance. The study also recommends that the hospital ensures adequate facilities and accessibility of the satellite clinics to enhance performance. The study further recommends that the hospital should rely on the findings of the study in making future decisions in the expansion of satellite clinics and should leverage modern technologies in enhancing patient care.
A Thesis submitted in partial fulfillment of the requirements for the Degree of Master of Business Administration in Healthcare Management at Strathmore Business School
Satellite clinics, Mater Misericordiae Hospital_Nairobi, Kenya