AUTOMATED QUEUE MANAGEMENT SYSTEMS ON SERVICE DELIVERY IN PUBLIC HOSPITALS IN KENYA DURING THE COVID-19 ERA: A META-ANALYSIS

Abstract

Despite the vital role of the Automated Queue Management System (EQSM) on service delivery in both private and public organizations, little is understood on the impact of EQMS on service delivery in public hospitals and more specifically in Kenya. Conflicting findings have been revealed by previous researchers on the link between EQMS and service delivery in organizations thus the need for further studies to bridge the knowledge gaps. The main objective of this study was to examine the influence of automated queue management systems on service delivery in public hospitals in Kenya during the Covid-19 Era. This study was anchored on disruptive innovation theory. Comprehensive literature analysis and key informants were carried out to establish the influence of automated queue management systems and service delivery in public hospitals in Kenya during the Covid-19 Era. Published materials including peer-reviewed journals, conference papers, theses, reports, sessional papers that contained relevant information concerning the topic of the current study were reviewed. Findings, conclusions, and recommendations of this study were derived from findings of previous empirical studies. Recommendations were made following recommended protocols and guidelines of statistical literature. Based on the analysis of the findings of the quantitative studies, it was disclosed that EQMS had a significant influence on service delivery in public hospitals in Kenya during the Covid-19 era if effectively embraced. It was concluded that effectively managed EQMS can help public hospitals not only improve service efficiency and effectiveness but also improve employee performance. This study recommended that unless public hospitals in Kenya recognize the value of assistive technologies in service delivery such as EQMS, implementing public policy reforms in the healthcare sector in Kenya will be an uphill task. Public hospitals in Kenya would only prevent the spread of Covid-19 disease if they embrace EQMS that discourage human contact as well as waiting time. Furthermore, effective management of EQMS would help doctors, nurses, and pharmacists in public hospitals minimize physical contact with patients thus prevention of the Covid-19 disease in Kenya.