PSP4H Case Study No. 6 Kisii Teaching and Referral Hospital – PPP for Improved Customer Care

PSP4H Case Study No. 6 Kisii Teaching and Referral Hospital - PPP for Improved Customer Care

Poor customer care means lost wages for patients through long waiting times; in the worst-case scenario, patients avoid seeking healthcare altogether. Already recognising that these factors were reducing the efficiency and quality of healthcare service delivery at Kisii Teaching and Referral Hospital, County Health Minister Dr Sarah Omache was keen to implement change by bringing a private sector customer service model to the public sector.

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