Employee Engagement in Health Care Service Delivery
Critical Drivers, Challenges and Way Forward for Uganda
Abstract
Employee engagement is a critical driver for enhanced commitment of employees and delivering better services. This paper assesses employee engagement in the context of health service delivery in Uganda and identifies its significant drivers, challenges and way forward. The study leverages on data obtained from hospital staff at junior, management and leadership levels. Data from 136 junior staff were collected using a questionnaire while data from purposively selected sample of 8 Heads of Departments and 1 Director key informants were collected using interviews. Correlation analysis was employed to test the hypotheses that training, rewards and leadership bear a significant link with employee engagement. Qualitative data was analyzed using thematic analysis. Correlation results indicated that rewards, training and leadership bear a strong positive significant relationship with employee engagement (p<0, 05). Qualitative views generally revealed that employees in Mulago National Referral Hospital are not adequately rewarded. They are paid low salaries and allowances compared to similar staff in the private hospitals and the allowances are not paid in time. Consequently, employees are demotivated and exhibit low commitment to perform their functions towards realization of the hospital’s, objectives and goal. Regarding training, employees had limited access to off-job training opportunities. They perceived unfairness and inequity in granting such opportunities. Regarding leadership, employees were found to lack adequate support in terms of mentorship, encouragement and career promotion. Besides, the relationship and trust between managers and their subordinates was found to be wanting. The study recommends that hospital administration and management expand the reward system by focusing more on the non-monetary rewards. These include delegating junior staff on activities which have allowances, regular interaction with lower level staff, providing them mentorship and opportunities for off-job training in a clear, transparent and equitable manner. Consequently, employees will get motivated, committed and more engaged with the hospital.
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