INTERNAL COMMUNICATION AS A SERVICE DELIVERY ESSENTIAL IN MACHAKOS LEVEL V HOSPITAL, KENYA

EVAN MUUO MBALUTO; JANE GAKENIA NJOROGE

doi:10.61426/rjssh.v6i1.449

EVAN MUUO MBALUTO, PhD Student, Kenyatta University, Kenya
JANE GAKENIA NJOROGE, PhD Lecturer, Department of Public Policy and Administration, School of Humanities and Social Sciences, Kenyatta University, Kenya

DOI: https://doi.org/10.61426/rjssh.v6i1.449

Keywords: Internal Communication, Service Delivery, Total Quality Management

Abstract

The pursuit of quality service delivery in Kenya’s public health sector remains a persistent challenge, particularly in devolved healthcare units that face resource limitations and organizational inefficiencies. This study examined the essence of internal communication on service delivery at Machakos Level V Hospital. Guided by Deming’s Theory of Quality Management, the study employed a descriptive research design targeting 728 hospital personnel, from whom a sample of 171 respondents was drawn through stratified and purposive sampling. Data were collected using self-administered questionnaires and key informant interviews, and analyzed using descriptive statistics and Pearson correlation analysis. The findings revealed a statistically significant positive relationship between internal communication and service delivery, indicating that effective communication among hospital staff enhances coordination, responsiveness, and overall service quality. However, gaps were identified in feedback mechanisms and information flow between departments, which limited timely decision-making and performance monitoring. The study concludes that strengthening internal communication structures is essential for improving service delivery outcomes in public hospitals. It recommends that health administrators adopt clear communication protocols, regular staff briefings, and digital communication systems to enhance operational efficiency and patient satisfaction.

Author Biographies

EVAN MUUO MBALUTO, PhD, Student, Kenyatta University, Kenya

Student, Kenyatta University, Kenya

JANE GAKENIA NJOROGE, PhD, Lecturer, Department of Public Policy and Administration, School of Humanities and Social Sciences, Kenyatta University, Kenya

Lecturer, Department of Public Policy and Administration, School of Humanities and Social Sciences, Kenyatta University, Kenya

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