Abstract:
This study assesses the quality of healthcare delivery and utilisation of hospital
services at the University of Cape Coast Hospital. Using the realist research
paradigm, this study adopted the mixed research approach and used a
descriptive research design. A sample of 370 respondents was computed from
a population of 5046 with the help of Yamane’s sample size calculator. The
research applied stratified sampling and a simple random sampling approach,
using a structured questionnaire and an interview guide to collect the data. The
data was analysed using crosstabulation and logistic regression. The findings
revealed that the junior and senior staff have insufficient knowledge of their
rights to quality healthcare. Also, the results showed a consensus among the
junior staff and senior members that the service quality rendered by the hospital
is satisfactory. Finally, the study revealed that the respondents’ service quality
perceptions and background characteristics are significant determinants of
hospital utilisation. It was recommended that the hospital management put
measures in place to ensure quality healthcare services. It further recommends
that the hospital roll out client education programmes such as rights to quality
healthcare awareness campaigns to improve clients’ knowledge of their rights
to quality healthcare services. This can take the form of enhancing the visibility
of the Patients Charter and the Ghana Health Services Code of Conduct at the
hospital
