Health science reports · 2026
Influence of Ethnic Diversity on Service Delivery Outcomes in Kenyan Public Healthcare.
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Ogolla Collince Odiwuor, Koech Caroline Sitienei, Opondo Josephine
Аннотация
BACKGROUND: Healthcare service delivery considers ethnic diversity as an essential factor in its operations. There's however, limited empirical evidence from Kenyan public hospitals.
OBJECTIVE: The study aimed to determine how ethnic diversity affects service delivery results, which included staff performance, teamwork, and patient satisfaction.
METHODS: An analytical cross-sectional study was conducted, including 182 healthcare workers and 210 outpatients. Blau's Index (1 - Σpi2) was used to measure ethnic diversity, divided into three groups: low ethnic diversity at 0.3 level or below, moderate ethnic diversity between 0.3 and 0.6 level, and high ethnic diversity above 0.6 level. The researchers obtained data through three instruments: the Team Climate Inventory and the Individual Work Performance Questionnaire and a 5-point patient satisfaction scale. Multivariable regression analysis was used to examine results while controlling for demographic and professional variables.
RESULTS: The average ethnic diversity index across departments showed high diversity with a value of 0.64 ± 0.12. The relationship between ethnic diversity and staff performance showed a positive connection with a correlation coefficient of 0.35 (p < 0.001) and a 95% confidence interval of 0.22 to 0.47. The research results showed that ethnic diversity accounted for 18.9% of staff performance variations (Adjusted R 2 = 0.189, p < 0.001). Public healthcare facilities experience improved service delivery results when they adopt ethnic diversity as a positive factor.
CONCLUSION: The positive effects of diversity management require the effective implementation of diversity management initiatives.
OBJECTIVE: The study aimed to determine how ethnic diversity affects service delivery results, which included staff performance, teamwork, and patient satisfaction.
METHODS: An analytical cross-sectional study was conducted, including 182 healthcare workers and 210 outpatients. Blau's Index (1 - Σpi2) was used to measure ethnic diversity, divided into three groups: low ethnic diversity at 0.3 level or below, moderate ethnic diversity between 0.3 and 0.6 level, and high ethnic diversity above 0.6 level. The researchers obtained data through three instruments: the Team Climate Inventory and the Individual Work Performance Questionnaire and a 5-point patient satisfaction scale. Multivariable regression analysis was used to examine results while controlling for demographic and professional variables.
RESULTS: The average ethnic diversity index across departments showed high diversity with a value of 0.64 ± 0.12. The relationship between ethnic diversity and staff performance showed a positive connection with a correlation coefficient of 0.35 (p < 0.001) and a 95% confidence interval of 0.22 to 0.47. The research results showed that ethnic diversity accounted for 18.9% of staff performance variations (Adjusted R 2 = 0.189, p < 0.001). Public healthcare facilities experience improved service delivery results when they adopt ethnic diversity as a positive factor.
CONCLUSION: The positive effects of diversity management require the effective implementation of diversity management initiatives.