Wide Customer Satisfaction Survey 2013/2014 Expression of Interest at Kenyatta National Hospital
Hospital Wide Customer Satisfaction Survey 2013/2014
Expression of Interest
Background: The KNH vision is to be a world class patient centered specialized care hospital. It is committed to optimizing patients experience through innovative healthcare; facilitate training and research; and participate in national health policy.
Scope and Objectives of the Customer Satisfaction Survey: The main objective of the survey will be to assess patients, suppliers and other customers’ perception of the level and quality of service delivery and whether their service expectations are being met by the Hospital.
- Have a national coverage since KNH is a national hospital;
- Determine compliance with the Customer Satisfaction parameters in the Board Performance Contract per Government guidelines stated below;
- Determine the quality of service delivery as perceived by the patients, suppliers and other customers of the hospital;
- Develop a composite measure of patient satisfaction, suppliers satisfaction and other customers’ satisfaction and use it to determine the current satisfaction index for the services provided and the overall rating of satisfaction for the whole hospital;
- Assess satisfaction with regard to waiting times, medical procedures and ease of getting appointments (access to services);
- Establish the extent, to which the hospital is adhering to the patients service delivery charter;
- Identify the gaps in service delivery:
- Identify the sources (types) and frequency of patients, suppliers and other customers complaints in regard to service delivery;
- Establish the effectiveness of complaints resolution and the current mechanism of addressing patients, suppliers and other customer complaints;
- Determine the level of professionalism, integrity, and fairness of KNH staff in the course of performing their work;
- Determine corruption perception index
- Propose service improvement measures;
- Determine the public’s general services level of awareness on KNH Healthcare
- Determine public perception index on the KNH brand
- Determine the public perception index on corruption in KNH
- Provide the statutory registration documents which include copies of PIN, VAT, Certificate of incorporation/Registration and Tax clearance certificate.
- Demonstrate financial and organizational strength by attaching financial statements and audited accounts for the last 2 years that will be evaluated using financial ratios.
- The lead consultant should provide CVs for other key staff where at least three (3) key personnel should have a blend of the relevant MA qualifications in economics, statistics, MBA in Management and public health.
- Provide details of similar assignments recently undertaken for equally large organizations, including client lists (certified copies by the purchaser).
- Provide company profile including physical address and telephone contacts.
- The firm must have carried out at least 5 similar surveys in the area of customer/patients satisfaction surveys.
- The firm must have carried out related analytical work in Government institutions.
Kenyatta National Hospital
P. O. Box 20723 – 00202
Nairobi