Experiences of inadequate interpersonal relationships regarding quality improvement and quality assurance in the Ministry of Health and Social Services in Namibia

Abstract

Quality improvement and quality assurance in healthcare settings depend to a great degree on interpersonal relationships that enable effective communication and understanding between individuals. Poor interpersonal relationships between health professionals, patients or groups are considered detrimental to the achievement and sharing of common goals. This paper explored the experiences of managers and health professionals regarding the quality of health care delivery at the Ministry of Health and Social Services (MoHSS) in Namibia, using interviews and focus group discussions. The findings indicated negative attitudes by health professionals towards patients; poor communication among health professionals; lack of motivation and team work as well as resistance to change. It was concluded that most of the problems at MoHSS health care facilities are due to the lack of strong interpersonal relationships, either between patients and health professionals or between health professionals and management. The researchers recommend future research to document the views and experiences of private health providers and patients.

Keywords

• interpersonal relationships
• quality assurance
• quality improvement
• communication
• health professionals
• namibia