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Service quality at a military hospital

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par Ponce Kokou
University of Johannesburg - Master's degree in Business Management 2014
  

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1.13 CONCLUSION

This chapter provided an outline of the study by discussing the background of the research, problem statement, research objectives, hypotheses and a literature review. In addition, a brief discussion of the research methodology and design was included in the chapter. Lastly, ethical considerations, limitations of the study, the division of the research and terminology were presented as well.

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Chapter Two concentrates on the research context of the study. It will provide a detailed description of the state of the health industry in Africa and in Gabon in particular. In addition, it will discuss health care development strategies in hospitals, and furthermore, focus on how the military hospital has been operating since the facility was established. A summary will be provided at the end of the chapter.

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CHAPTER TWO: THE HEALTH CARE INDUSTRY IN AFRICA AND

GABON

2.1 INTRODUCTION

Investigating health industry in Africa and particularly in Gabon is vital to understand the state of health and to promote policies to enhance health services on the entire continent. Superior health services can lead to a higher level of patient satisfaction and retention. This is particularly important since patients satisfied with services are more likely to repeat purchases, to remain loyal and to follow the medical recommendations (Olusoji, 2009:16-17). Exploring health services at the military hospital in Libreville, in Gabon is crucial to determine strategies that could be recommended to the other hospitals in Gabon, as well as hospitals in other African countries to improve their service quality and enhance their patient satisfaction. This chapter explores and analyses the nature of the healthcare system in Africa with a specific focus on the military hospital in Libreville, in Gabon. This research may help hospital executives to determine problems related to poor health services delivery and to address these issues more efficiently.

This chapter consists of six main sections. These are an introduction to the health industry in Gabon and Africa, the relevance of the state of health in Africa to detect issues related to poor health services performance in the continent. Subsequent to this discussion, the chapter also focuses on the health development initiatives in central Africa, the health indicators in Gabon, the organisation of the military hospital in Libreville, Gabon, followed by a conclusion.

2.2 HEALTH CARE STATUS IN AFRICA

African countries such as Cameroon, Democratic Republic of Congo, and Equatorial Guinea have a critical and pathetic health care system that requires attention. Health data for the continent indicates that Africa loses about one out of six children before they reach five, who die from sicknesses that could have been avoided by vaccines. In addition, one pregnant woman dies each two minutes from poor pregnancy and delivery

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care in hospitals. This raises concerns about the state of health system in the continent (Health, 2007:19).

Another concern is health care associated infection also known as (HAI), which is one of the major concerns within most African hospitals. HAI is described as an infection arising in a patient during the process of care in a medical institution. Such infection was not diagnosed during the time the patient was admitted in the hospital. This encompasses infections acquired while patients were receiving care. These infections may often manifest after days or even weeks after discharge. Medical employees may usually be affected by these infections as well, caused by multi resistant pathogens. Patients' prolonged hospital stay is often regarded as a risk factor of contracting health care associated infections. This usually results in excessive costs and may sometimes cause patient's death. HAI is a major issue in most African states such as in Republic Democratic of Congo and Gabon, where it affects five to 15 per cent of people admitted in standard wards and as many as 50 per cent of people admitted in intensive care unit (Nejad et al., 2011:757). In developed states such as Germany and the United States, control systems like the German hospital infection surveillance system or the National Healthcare Safety Network of the United States of America, exist to supply reports on the prevalence of health care associated infections on a regular basis. However, in most African countries, such initiative is often taken too lightly or even neglected. Diagnosing HAI remains a difficult task since it involves adequate know-how and resources. In addition, medical staff shortage in most hospitals leads to poor infection control practices, and a lack of related policies, awareness and skilled professionals also increase the magnitude of the problem (Prescott & Kruk, 2012:646).

African states have raised concerns to cooperate in order to restructure the state of their healthcare systems. The New Partnership for African Development (NEPAD) is developed to consolidate health organisations in the continent. It encourages collaboration and communication among health service providers and local societies. Its goal is to alleviate spread of the HIV/Aids pandemic and other challenges affecting the continent (Health, 2007:19).

Most African countries have taken positive steps to improve national health strategies as recommended by the World Health Organisation (WHO). However, only a few of them have recently taken initiatives to revise their healthcare policies, such nations include Burundi, the Central African Republic, Mauritania, Tanzania and Gabon (Health, 2007:19).

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