SERVICOM and Service Delivery in the Alex Ekwueme Federal University Teaching Hospital Abakaliki (AEFUTHA)

Abstract

The study was carried out to investigate SERVICOM and service delivery in the Alex Ekwueme Federal University Teaching Hospital Abakaliki (AEFUTHA). The study employed Content Analysis Approach to achieve the objectives. The study examined the degree of improvement recorded using SERVICOM to enhance quality service delivery in the hospital. Hence, it is established that public awareness about service charters and existence of SERVICOM units where client’s complaints with regard to service failure can be handled within government agency is obviously weak in its responsibilities. It is the findings of the study, that the hierarchical structure associated with delay in provision of medical services required or expected by the patients are worrisome, attributable to poor services which has increased low confidence. SERVICOM effort to improve service delivery is jeopardized with observable gaps associated with service delivery in the Institution. The implication of this finding is that the loss of revenue based on ineffectiveness in service delivery has created an opportunity for poor turnout and to a reasonable extent loss of confidence in public hospitals. Hence, the infectiveness in service delivery in the institution is attributable to dominant situation of the implementation of SERVICOM charters principle and such has continued to be a source of concern to relevant stakeholders and policymakers. Consequently, the study recommended that Federal Government should be encouraged to adopt proper implementation strategy for SERVICOM to enable service intervention policy tackle the problem of poor service delivery in teaching hospitals in Nigeria.