Abstract:
This study assessed the operationalization of Ghana‟s Patients‟ Charter (PC) in Public
Hospitals using the experience of Kasoa Polyclinic. The study sought to access the knowledge
and awareness of patients and health staff on the Patients Charter as well as document the
experiences of health staff. A qualitative and case study method was used to interview
participants who were purposively selected. The findings indicate that the staff of Kasoa
Polyclinic were aware of the existence of the patients‟ charter and also know its contents.
Patients on the other hand, had no knowledge of the existence and the contents of the Charter.
Also experiences of health staff with regards to the operationalization of the patients‟ charter
were grouped into two main factors: inhibiting and promoting factors. The inhibiting factors
were human and capital resources to execute the tenants of the Charter. Also, availability of
the Patients‟‟ Charter, community sensitization, monitoring as well as training or orientation
of staff are the factors that promote the operationalization of the Charter in the facility. To
ensure effective implementation of the Charter, the study recommends that the health facility
must ensure that patients that visit the facility are well informed about their rights. It is
recommended that patients‟ rights and responsibilities are dramatised and broadcasted on
television and radio in major Ghanaian languages to enhance awareness of patients on the
Charter. Future research could focus on the role of various levels-national regional and district
levels in operationalizing the PC.
