Publication: Influence of conflict management practices on performance of public hospitals in Kenya: a case of Kenyatta National Hospital
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2024-06
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Mount Kenya University
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Abstract
Proper conflict management is of paramount importance to the public health system in
Kenya which is currently in a state of crisis. Particularly, though Kenyatta National
Hospital (KNH) has effectively provided medical care for the Kenyan citizens for many
years, there has been a worrying trend of staff conflict in the hospital. This has been
caused by a variety of issues such as communication breakdowns, limited resources and
poor management. To reduce the incidence of conflicts, it is important to work on
improving communication among staff, providing more resources for the hospital and
training staff members in conflict resolution techniques. The purpose of the study was to
determine the influence of conflict management practices on performance of public
hospitals in Kenya: case study of Kenyatta National Hospital. The study specific
objectives were to determine how communication in conflict management influence
performance of Kenyatta National Hospital, to establish the influence of conflict
management policies on performance of Kenyatta National Hospital, to assess the
influence of organization conflict management styles on performance of Kenyatta
National Hospital, to evaluate the influence of conflict management culture on
performance of Kenyatta National Hospital and to determine the influence of conflict
resolution practices on performance of Kenyatta National Hospital. The study was guided
by four main theories including Contingency Theory, Theory of Conflict Transformation,
Conflict Resolution Theory and Organizational Culture Model. The study followed a
descriptive research design. The population for this study comprised of top management,
health workers, and support staff employed at KNH. Fisher’s formula was used to obtain
a sample population of 376 respondents who were selected using stratified random
sampling coupled up purposive sampling. The study used primary data methods including
questionnaires and interviews. The study results suggested that effective conflict
management practices were positively associated with the performance of Kenyatta
National Hospital. However, the relationship between organizational culture practices
and performance is weak and slightly negative, while human resource policies practices
show a moderate positive correlation with performance. The model demonstrates a strong
correlation (R=0.800) between the selected independent variables, and the dependent
variable. The R Square value of 0.639 indicates that approximately 63.9 percent of the
variance in KNH performance can be explained by the predictors. The overall model, as
indicated by the ANOVA test, is statistically significant (F=109.140, p<0.001),
suggesting that at least one of the predictors has a significant impact on KNH
performance. The study concluded that there is a significant positive relationship between
the conflict management styles employed at Kenyatta National Hospital (KNH) and its
overall performance. The study concluded that effective conflict resolution practices are
associated with higher performance at KNH. The study recommended that KNH should
invest in training programs and workshops to enhance the skills of its staff in various
conflict management styles. The study also recommended that KNH should establish
clear and effective communication channels within the organization.
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Keywords
conflict management, Communication breakdowns, Workshops, ANOVA test, Contingency Theory