ICT ADOPTION AND SERVICE DELIVERY IN PUBLIC HEALTHCARE INSTITUTIONS IN KAJIADO COUNTY, KENYA

Abstract

Public healthcare institutions are critical in promoting national development and improving the well-being of citizens by providing essential healthcare services. Despite ongoing government efforts to improve healthcare access and quality, public healthcare institutions in Kajiado County, Kenya, continue to experience challenges that hinder effective service delivery. This study sought to determine the influence of ICT adoption on service delivery in public healthcare institutions in Kajiado County, with specific focus on computerization and capacity building. The study was guided by the Technology Acceptance Model (TAM) and the Resource-Based View (RBV) Theory. The study adopted a descriptive research design and was conducted across 16 public healthcare institutions in Kajiado County, comprising one Level 5 hospital, four Level 4 hospitals, and eleven Level 3 hospitals. The target population consisted of 128 respondents, including ICT staff, operations staff, users of information systems, and patients from each healthcare facility. Cluster sampling was used to group healthcare facilities according to their levels, while purposive sampling was applied to select facilities relevant to the study objectives. Data was collected using structured questionnaires, and a pilot study was conducted to test the validity and reliability of the instruments. Collected quantitative data was analyzed using SPSS version 23 through descriptive statistics such as means, frequencies, percentages, and standard deviations, as well as inferential statistics including correlation and regression analysis. Findings indicated that computerization significantly improved service delivery through enhanced efficiency, accuracy, and accessibility of healthcare information systems. Capacity building was also found to positively influence service delivery by improving staff skills, system usage, and operational effectiveness. The study concluded that ICT adoption plays a significant role in enhancing service delivery in public healthcare institutions and recommended strengthening computerized health systems through improved digital infrastructure, continuous staff training, and reliable technical support.

Key Words: ICT adoption, computerization, capacity building, service delivery, public healthcare institutions, Kajiado County, Kenya