Thesis:

Effect of quality management system on the organizational performance: a case of health service provision in Garissa County

The goal of installing quality management systems is to continuously raise the standard of healthcare services to meet patient expectations and make the best use of the resources at hand to enhance care outcomes. Academics and prior studies have created reliable Quality Management System practice scales. Nevertheless, in the Garissa setting, none of these scales underwent empirical testing or validation. Therefore, the specific objective of the study were; to assess the current QMSs in health facilities in Garissa County, to analyze the effect of Quality Management Systems on patients’ satisfaction, on operational efficiency and on service delivery time in Garissa County health facilities. The foundational paradigm underlying this inquiry was the ResourceBased View theory while a theoretical foundation for comprehending how organizations function is systems theory. The association's assets are highlighted by the Resource Based View as the key factors influencing implementation and competitive advantage. The research used the descriptive design to address the research questions. The targeted population included employees working in healthcare facilities within Garissa County and who were directly involved in the implementation of the QMS. A total of 280 workers in the 11 Garissa health institution were targeted. The sample size was determined at a 95% confidence level with a 5% margin of error to be 143 respondents. The researcher used both the stratified and simple random techniques to determine the sample size. The primary data that was collected included both quantitative and qualitative information using the self-administered structured questionnaire and the Key Informant Interview. Reliability was assessed by the test- retest and validity was established using the content validity. Using the SPSS program, descriptive and inferential statistics were used to examine the quantitative data while thematic analysis was used for the qualitative data. This study is significant because it will assist healthcare organizations in putting into practice a more effective QMS approach.