Complaint management,perceived justice and patients'behavioural intentions in tertiary healthcare institutions in Southwesytern Nigeria.
Date
2019
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Management and Accounting,Obafemi Awolowo University
Abstract
The study assessed the complaint management process adopted by Tertiary Healthcare Institutions; examined the influence of complaint management on patients’ behavioural intentions and evaluated the effects of perceived justice on patients’ behavioural intentions. Lastly, it determined the effect of satisfaction with the recovery efforts on patients’ behavioural intentions. These were with a view to providing information on patients’ perceived justice from complaint management and the possible effects on patients’ behavioural intentions in Tertiary Healthcare Institutions in Southwestern Nigeria.
The research design adopted was descriptive and cross-sectional in nature. The study used both primary and secondary data. The population of the study comprised 10000 registered patients in selected Tertiary Healthcare Institutions in Southwestern Nigeria. A sample of 400 patients were purposively selected from five Tertiary Healthcare Institutions in Southwestern Nigeria. Sample selection was based on patients with medical history of regular visit for a period of not less than one year. Data on complaint management system, perceived justice, patients’ satisfaction, and patients’ behavioural intentions, were obtained through the administration of questionnaire and interview. Information on complaint management procedure and policies were sourced from the annual report and publications of Healthcare Institutions. The data were analyzed through the use of percentages, mean, ordinary test square regression analysis, and Pearson correlation coefficient technique.
The results showed that the complaint management process such as facilitation (X ̅= 1.90), attentiveness (X ̅ = 1.97), effort (X ̅ = 2.08), timeliness (X ̅ = 3.74), explanation (X ̅ = 2.51), apology (X ̅ = 2.51) and atonement (X ̅ = 2.12) of Healthcare Institutions in the Southwest was low. The results also showed that facilitation (t=11.241, p<0.05), attentiveness (t = 5.149, p < 0.05), effort (t = 5.304, p < 0.05), timeliness (t = 7.394, p < 0.05), explanation (t = 2.151, p < 0.05), apology (t = 4.207, p < 0.05), and atonement (t = 7.409, p < 0.05) had positive and significant influence on patients behavioural intentions in tertiary healthcare institutions. In addition, the study revealed that perceived justice in terms of interactive justice (t = 7.409, p < 0.05) and distributive justice (t = 7.409, p < 0.05) had significant effect on patients behavioural intentions in the institutions. Furthermore, the results showed that the relationship between satisfaction with the recovery efforts and patients’ behavioural intentions was strong and positive (r = 0.668, p < 0.05).
The study concluded that complaint management and service recovery though ineffective had a positive effect on patients’ behavioural intentions.
Description
x.154p
Keywords
Healthcare, Patients'behavioural, Complaint management, Behavioura intentions
Citation
Uduma,U.U(2019). Complaint management,perceived justice and patients'behavioural intentions in tertiary healthcare institutions in Southwesytern Nigeria.Obafemi Awolowo University