Theses and dissertations (Management Sciences)
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Item The role of the Consumer Protection Act 68 of 2008 in addressing the challenges of healthcare patients as consumers(2023-11) Ngcobo, Nolwandle Witness; Von Staden, R. E.The Consumer Protection Act 68 of 2008 applies to the healthcare consumer market in South Africa and it is widely accepted that patients accessing healthcare services in both the public and private sectors qualify as consumers (Rowe and Moodley 2013: 02; Slabbert and Labuschaigne 2022: 33). The National health Act 61 of 2003 was introduced with the aim of transforming the healthcare system by providing South Africa’s population, including vulnerable groups, with the “best possible” healthcare services available resources allow, in an equitable manner. Despite progress in transforming the healthcare sector in South Africa, the healthcare system continues to face several challenges, particularly in respect of the quality of healthcare services delivered. There are numerous complaints from patients about the poor-quality of service they receive. The CPA aims to promote and advance the social and economic welfare of consumers, particularly vulnerable consumers, by establishing a legal framework to achieve and maintain a consumer market that is fair, accessible, efficient, sustainable, and responsible and to improve consumer awareness and information. One of the ways in which the CPA wants to achieve these aims is through the fundamental consumer rights. The aim of this study is to investigate the challenges of patients as consumers of public healthcare services in the INanda district of eThekwini and the role of the Consumer Protection Act 68 of 2008 in addressing these challenges. The research design used in this study is quantitative. The target population of this study included adult patients as consumers of public healthcare services who reside in Shembes Village, in the Inanda district of eThekwini municipality, in the province of Kwa-Zulu Natal (KZN), SA and the sample size was 375 respondents. Purposive, convenience non-probability sampling was used in this study for selecting participants. The research instrument used as data collection instrument in the survey employed for this study was a questionnaire comprising closed and open ended questions. Inferential and descriptive statistical analysis of the data was undertaken using SPSS version 27.0 The results from the study found that, in relation to awareness, understanding and infringement of patient rights contained in both the CPA and the NHA, respondents had higher levels of awareness and understanding and lower levels of infringement. The study found no significant difference in awareness and understanding of patient rights in terms of the NHA, when compared to fundamental consumer rights contained in the CPA. Furthermore, patients are confronted with a wide and varied range of challenges. The study concluded that the CPA has a role to play in addressing some of these patient challenges. However, there is a degree of duplication in protection provided to patients in terms of the NHA and the CPA.Item Service quality at Rietvlei hospital(2021) Gcabashe, Skhumbuzo; Matsiliza, Noluthando S.The motive of this investigation is to evaluate the application of SERVQUAL at Rietvlei Hospital, with the intention to improve standards of service provision at Rietvlei Hospital. The health sector in South African is faced with major challenges that are associated with restructuring with the intent of addressing inadequacies which are a result of the fragmentation of healthcare services inherited from the apartheid era in South Africa. The legacy of apartheid government in South Africa and fragmentation of healthcare systems have resulted to the provision of poor public healthcare services to society. The most disadvantaged and vulnerable groups of people living in rural areas are still facing challenges in accessing quality healthcare service delivery from public healthcare facilities. Health services post-apartheid in South Africa are plagued by gaps in providing healthcare services to the society. These gaps are created by the discrepancy between customer expectation and management perceptions about customer expectations. The management they do not understand how these customer expectations emanated from. Sometimes management is unable to set targets to meet the customer perceptions and ensure that those targets are achieved, in order to meet the customer expectations. South Africa national core standards were designed in order to enhance service delivery provided by public and private health sectors. These protocols exist to reinstate staff confidence and patient in South African about healthcare service delivery and healthcare system. This research project aim to determine patient responses about their satisfaction levels regarding health care services they received from South African hospitals especially in rural areas. The study also set out to establish how health sector can realise the provision of quality service delivery and quality healthcare services to the society, as enshrined in South African Constitution Act 108 of 1996. This study used qualitative research paradigm where data was collected using a mixed-methodology, using mainly questionnaires and interviews. The survey revealed that beneficiaries of the service provided by Rietvlei Hospital were dissatisfied about service standards at Rietvlei Hospital. It was found that there is a gap regarding management responsiveness, quality of services and communication between the management and the clients. Data revealed that issues such as an old infrastructure, a lack of management skills and financial management skills, as well as shortage of resources are among the main contributing factors which negatively affect the public healthcare system in South Africa. There is less compliance o the White paper on the NHI which outlines directives in the promotion of the provision of affordable healthcare services to all citizens. It was recommended that public healthcare institutions must implement SERVQUAL model to ensure the satisfaction of ever-changing customer desires are met. Today SERVQUAL has become more significant to developing countries as a Model that can be adopted as a ensure that organisations which provide similar services, product, compete to enhance customer satisfactions. This study recommends that the government must ensure that there is improvement in resource allocation to public healthcare institutions, to ensure that public institutions provide quality service delivery and quality healthcare services to customers. The National Health Department must ensure that all public institutions implement the National Core Standards (NCS), Batho Pele principles must be known as well by staff to ensure patients‘ right and to enhance service delivery and healthcare services provided to customers. If the South African National Department of Health can ensure the execution of these strategies combat the patients‘ negative perception about service delivery and healthcare services provided by public health institutions. These will also ensure patients‘ satisfaction and patients‘ retention to public healthcare institutions.