The Influence of Leadership-Supported Communication-Inclusion on Service-Delivery from Employees with Disability in Level-Six Hospitals in Kenya

Purpose: Communication-inclusion facilitates employees with disability in their service-delivery, through knowledge management, technology and attitudes. In level-six hospitals in Kenya, leadership-support for disability communication-inclusion and its influence on service-delivery from employees with disability had not been researched. To assess influence of leadership-supported communication-inclusion on service-delivery from employees with disability. Methodology: This cross-sectional research, used two self-administered and/or assisted Likert-scale-based questionnaires, and observation checklists. Population was 229 employees with disability and 229 supervisors sampled by census from five purposively-selected hospitals. Data analysis done using SPSS version 29, N-Vivo version 15, Peason’s correlation coefficients and ANOVA to test hypothesis, yielded measures of central tendency, dispersion, percentages; associations using. Cut of p-value < 0.05 indicated significance. Findings: Employees with disability and supervisors rated service-delivery at 90% and 84.3%, and communication-inclusion 71.9% and 84%, respectively. Attitude (0.044), team support (>0.001) and capacity-matched-task-allocations (0.006) were significant. Communication contributed 34.7% (R 0.347) positive change in service-delivery with F statistic of 106.347 greater than critical value 0.000 and p-value 0.000 < 0.05. Null hypothesis, ‘Communication-inclusion has no significant influence on service-delivery at level-six hospitals in Kenya,’ was rejected. A respondent said, “…I use a special touch, speaking phone, very expensive but it was not tax exempt…Internet is available… most times…, in some places, it is not…this affects our communication…Negative…attitude needs to be addressed…” Unique Contribution to Theory, Practice and Policy: Employees with disability are uniquely talented with potentials that can be objectively exploited through leadership-led communication-inclusion and regular evidence to dispel misconceptions. Communication-inclusion has positive influence on service-delivery from employees with disability.