Patient Records Retrieval Strategy on Service Quality of Health Information Management Professionals in Public Health Institutions in Oyo State, Nigeria

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Abstract

Service quality (SQ) has emerged as an essential aspect for high customer industries like hospitals. Patients demand quality, healthcare institutions must implement a system in meeting the expectations of the patients. Medical records are important tools in patient management with details about each patient’s health history from birth to death. The wide range of clinical information seekers suggests a strong demand for information, thus getting records is essential in information retrieval systems. Patient records retrieval strategy entail all processes and procedures in place to enhance prompt recollecting patient health records as the need arises. For high SQ there should be comprehensive working record retrieval strategy (RRS). Literature has not been established on how patient records retrieval strategy (PRRS) influence SQ among HIMPs, the study is based on it. This is a cross-sectional study that included 322 HIMPs, total enumeration technique was employed. Structured questionnaire was used. Data collected was analyzed using descriptive and inferential statistics. Findings revealed that HIMPs render very high quality service to their patients with the grand mean of 3.55 on a four-point scale where PRRS has grand mean of 3.36 showing high level of PRRS in PHIs in Oyo State. Hypothesisn reveals a fair relationship at 0.421, adjusted value 0.175 implying less significant contribution of PRRS on SQ. The outcome show that PRRS has contributed significantly to SQ of HIMPs in PHIs in Oyo State. Therefore, it is recommended that HIMPs should be encouraged through training, and conferences with modern IT equipment to enhance higher performance.