In-Service Training And Service Delivery In Public Hospitals In Bungoma County, Kenya

ABSTRACT

Despite the efforts of the medical society and health staff alongside the advancements in

medical technologies, patients’ dissatisfaction and complaints remain a norm rather than

an exception in Kenya today. Effective training programs create desired knowledge, skills,

attitudes and abilities of the employees to perform well on the job and impact employee

motivation and commitment. The purpose of this study was to assess the effect of in-service

training and service delivery in public hospitals in Bungoma County, Kenya. The

objectives of the study were to determine the effect of training needs assessment on service

delivery in public hospitals in Bungoma County, to evaluate the effect of training

methodology on service delivery in public hospitals in Bungoma County, to examine the

effect of training evaluation on service delivery in public hospitals in Bungoma County

and to establish the moderating effect of organizational factors on the relationship between

in-service training and service delivery in public hospitals in Bungoma County. The

researcher used a correlation research design. Stratified proportionate random sampling

was used to acquire a sample size of 196 nurses and data was collected using

questionnaires. Validity of the data collection instruments was determined by conducting

a pilot study at the Matete Health Centre in Kakamega County.Cronbach’s alpha score for

reliability was 0.7 and data analysis was done using SPSS version 21. Descriptive statistics

included measures of central tendency and measures of dispersion and inferential statistics

involved Pearson’s Product Moment Correlation test and T-test. The research findings of

this study were represented in tables. The expected result of this study was in-service

training increased nurses’ productivity and output in public hospitals through timely

initiation of treatment to patients, increasing the number of patients served while on duty

and reducing patients’ complaints to the very minimum.