Operationalizing Ghana's Patients' Charter in Public Hospitals: A Case Study of Kasoa Polyclinic in Awutu Senya East Municipal Assembly

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.