An assessment of the influence of employee participation on service delivery: A case of Kakamega county referral hospital

Purpose: This study assessed the influence of employee participation on service delivery at Kakamega County Referral Hospital, addressing the critical gap in employee relations management research within Kenya's public healthcare sector. Scope: A case study design was employed targeting 1,250 employees at Kakamega County Referral Hospital. Using stratified and convenience sampling techniques, 93 health workers were selected based on Mugenda's formula for populations under 10,000. Data collection utilized semi-structured questionnaires with Likert-type scales and interviews with human resource management personnel. Significant Results: Employee participation demonstrated significant positive influence on service delivery across multiple dimensions. Goal setting by employees showed the highest impact (M=4.32, SD=1.048), with 58.7% of respondents strongly agreeing it enhances service delivery. Employee involvement in hospital processes significantly improved service reliability (M=4.26, SD=0.609), with 56.5% agreement. Survey feedback utilization contributed to service improvements (M=3.85, SD=1.016), while employee participation reduced service complaints (M=3.79) and increased customer satisfaction (M=3.75). Major Findings and Conclusions: Employee relations management practices, particularly dispute resolution and employee participation, have statistically significant positive effects on service delivery outcomes. The study concludes that participatory and relational strategies are more effective drivers of service quality than financial incentives alone. Hospital management should prioritize inclusive decision-making, open communication channels, and systematic employee feedback mechanisms to enhance service delivery in public healthcare settings.