The Effect of Management Practices on Quality Healthcare in Level One Hosiptals in Lusaka District, Zambia

Abstract

This study examined the effect of management practices on the quality of healthcare at Matero and Chilenje First Level Hospitals in Lusaka District, Zambia in relation to the goal of achieving the Universal Health Coverage (UHC) by 2030 and Sustainable Development Goal 3. The study specifically assessed the effects of operational efficiency, service quality management practices, and leadership factors on quality healthcare during the 2022–2025 period. Quality healthcare was measured using patient satisfaction, employee satisfaction, patient safety, doctor/nurse-patient care, shorter waiting times, and efficient and effective healthcare services. The study was grounded in systems theory and employed a positivist research philosophy with a quantitative research design. Data were collected using structured questionnaires from a sample of 385 respondents comprising 189 non-management personnel, 168 patients and 28 management personnel. Data were analysed using SPSS, and the findings revealed that operational efficiency and service quality management practices had statistically significant positive effects on quality healthcare. Specifically, shorter patient waiting times, effective pharmacy and laboratory services, availability of medical equipment, and effective medical care significantly improved patient satisfaction. Leadership factors, including employee engagement, participatory decision-making and staff support, also positively influenced healthcare quality. However, the affordability of healthcare was not statistically associated with patient satisfaction regarding the quality of healthcare. The study recommends implementing appointment scheduling systems, adopting digital health technologies such as Electronic Health Records (EHRs), strengthening inventory management systems, decentralizing operational decision-making processes, accelerating the recruitment and retention of healthcare workers to improve service efficiency, and implementing a biometric attendance system to monitor employee attendance and availability when needed at the healthcare facilities. Keywords: Leadership factors, Operational Efficiency, Service Quality and Quality Healthcare