The role of a quality assurance programme in promoting patient satisfaction and safety in community health centres of Emfuleni Local Municipality
Abstract
This study concentrates on the strategic framework of quality assurance in the South African health sector. The study focused the Community Health Centres (CHCs) situated in the Emfuleni Local Municipality (ELM). The study aimed to analyse the administrative issues of a quality assurance programme for promoting patient satisfaction and safety in the CHCs of the ELM. The position of patients in the health services emanates from the provision made by the Constitution of the Republic of South Africa Act of 1996 (hereafter „the Constitution‟). Two of the objectives of the Constitution are to “provide services that are sustainable” and to “promote a safe and healthy environment”. In addition the health care sector in South Africa also places patients at the forefront. The Constitution also makes provision whereby municipalities are required to encourage the involvement of communities in the affairs of the local government. Patient satisfaction represents intense interest in giving voice to the patients in the developed world, whereas patients in the developing countries have very little voice. Quality assurance is defined as a process which ensures that any product or service meets a required standard which has been set. Quality assurance as a process can be compared to the framework of a house and the foundation is always linked to customer needs. Quality Assurance as a tool strives to establish and maintain quality improvement activities which are integral and sustainable part in any organization. The main objective of this study was to evaluate main models, approaches and indicators used to implement a quality assurance programme within the CHC‟s. The study also provides ecommendations of how quality could be improved, based on the perception of the service users. For this study, a qualitative technique was used for data collection. A qualitative method was also used to report statistical data provided in Chapter 4. The objectives were realised by means of literature reviews, interviews and field work. The study found that a quality assurance programme is meaningful and has reached the needs of the patients. Access to the CHCs was impressive as the services offered were generally of good quality. However, the participants still does not understand the role of the CHCs. The CHCs was established to offer services which are closer to the people as compared to public hospitals. The hospitals provide chronic patient treatment with specialised resources (staff and equipment) whereas the CHCs offer acute treatment. The staff complement was assuring whereby there is a medical doctor allocated to each facility. Many community members still need to be educated about the services offered in the CHCs. Such awareness would empower the health service users about the benefits of the CHCs and to retain public trust for improved health service delivery.