Implementation of the "Batho Pele" (people first) principles in one public hospital in South Africa : patients' experiences

Abstract

The purpose of this quantitative, descriptive study was to identify shortcomings in the implementation of the Batho Pele Principles in a public hospital. The Batho Pele is an official document of the South African government, prescribing the conduct of public servants to improve public service delivery, according to eight principles. Findings were obtained from a range of patients who had been admitted to specific units for three or more days, and more evidence was gathered from articles in the mass media. Data were collected through conducting structured interviews with 100 respondents (n=100) and analysed by means of descriptive statistics. The research findings revealed that few of the Batho Pele Principles were implemented effectively and that patients in general were not satisfied with treatment in public hospitals. Shortcomings are attributed to insufficient management skills and knowledge at different levels of the health care system, as well as patients' lack of awareness about their health care rights and responsibilities.