QUEUES AND THEIR RESULTS ON QUALITY OF HEALTH CARE AT MOFOLO CLINIC

Abstract

South African community health centres are currently faced with a large number of patients demanding health care, but with a limited number of health care professionals available to deliver these services. The result has been a backlog in operations or long patients’ queues. The challenge is that their health can deteriorate while waiting for these services and these raise a concern. Using qualitative research methods, this field study used interviews and observations to answer the research questions, namely to understand what operations processes challenges are experienced in the public health centres? How do these processes alter the quality of service delivery? What are the possible recommendations in overcoming these challenges? The study found that there are staff shortages at Mofolo Clinic which affect the ability to deal with the patients efficiently and effectively. This situation resulted in staff trying to clear the backlog of patients and in the process overlooking an important element of quality. The outcome of this action resulted in demotivated staff and dissatisfied patients. Inappropriate technology also emerged as one of the main contributory factors in delays and altered quality health care experienced at Mofolo Clinic. The study recommends that there is a need for policy makers to continuously monitor and evaluate services in order to identify the operations processes shortfalls and the management thereof. In addition, a leadership and organisational culture supporting strategy aimed at reducing queues will shift primary health care and the Department of Health to the fore.