Level 3: Behaviour
5.9 DESCRIPTION OF TARGET POPULATION
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may be stratified according to the criterion of gender, in which case two strata - of males and females - will be generated (Bryman& Cramer 2001: 98).
Denscombe (2007: 15) writes that an important benefit of stratified sampling over pure random sampling is that the researcher can exercise some degree of management of the choices of the test or sample for assurance purposes, and that crucial factors are covered in proportion to the way they exist in the wider population. This is supported by Bryman and Cramer (2001: 99), who agree that the advantage of stratified sampling is that it offers the possibility of better accuracy by ensuring that the groups which are created by a stratifying criterion are represented in the same proportions as in the population.
5.8.4 Sample size for correlation with acceptable absolute precision
Researchers normally work with a 95% level of confidence, meaning that if the sample was chosen 100 times, at least 95 of the subjects would be certain to represent the characteristics of the population (Saunders, Lewis &Thornhill, 2000: 155).The margin of inaccuracy describes the accuracy of the estimates of the population. Nichols (1991: 52) states that, in practical terms, cost is frequently the major issue influencing the sample size. Furthermore, when choosing a sample size, it is wise for a researcher to estimate assurance or confidence intervals in some of the most important variables he/she is studying.According to Gustavsson (2007: 28) the volume of the sample affects the possibility of making the correct inferences;
however, the technique used to select the sample is equally important.
85 5.10 DATA COLLECTION TECHNIQUES
Data collection refers to collecting data from a target group of a population or respondents by means of personal interviews, self-administered questionnaires or through direct contact (Pillay, 2007: 197). According to Bless andHigson-Smith (2000:97) data consist of measurements collected as a result of scientific interpretation or observations and can be classified according to the way in which it is collected or in terms of its intrinsic properties.
Primary data is collected when researchers collect their own data for the purpose of a particular study. However, researchers often use data collected by other investigators relating to similar issues or use social data as in the case of a population survey. Such data constitute secondary data. The data collection techniques used in this study werepersonal interviews and the personal administering of questionnaires.
5.10.1 Data collection using personal interviews
A personal interview involvesface to face with a person you are asking questions too. Several studies point out that direct personal contact has the advantage of including non-verbal responses.
Shadow movement and facial expression can convey a great dealwith the participant who is asked to answer questions relating to the research problem. Kahn and Cannell(cited inSaunders et al.,2000: 242) state that a personal interview is a purposeful discussionbetween two or more people.
Some of the distinct advantages of personal interviews are:
They help the researcher gather the most valid and reliable data that are relevant to the research question;
They are accurate and obtain high response rates;
Interviewers can ensure that all items on the questionnaire havebeen considered and that respondents do not omit difficultquestions;
They can be administered to respondents who cannot read or write;and
They help overcome misunderstandings and misinterpretations ofwords or questions (Bless &Higson-Smith 2000: 108).
The researcher had an opportunity to interview and interact with the KZN MEC for Heath, Dr SibongiseniDhlomoin October 2011 regarding the challenges that are facing provincial hospitals in terms of service delivery and the effective implementation of the BPPs. This was also an opportunity to communicate to the MEC that this research study seeks to contribute to
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an improvement in health care service delivery. This meeting also assisted the researcher to formulate a questionnaire focusing on the critical issues surrounding health care delivery.
5.10.2 DESIGN OF THE QUESTIONNAIRE
The empirical study consisted of data collection via a questionnaire survey. Questionnaires were administered over a period of a month by three fieldworkers, as outlined previously. The questionnaire was used to determine the level of service perceived to be rendered to patients (see Appendix 1).The questionnaire consisted of 14 sections:
Sectionone was the biographical section which sought information about the
respondents. The questions related to the respondents' gender, race group age, occupation, associations, qualifications and ethnicity. The questions in the initial parts of the survey were based on independent variables.
The subsequent sections of the survey focused on dependent variables where respondents provided responses on the service received by patients at the hospitals and presented their views on the efficacy of the current service policies, hospital facilities, treatment from doctors and nurses and involvement in services and healthcare facilities.
87 TABLE 5.1 Questionnaire Layout
SECTION ONE
Demographics Age
Gender
Status
Occupation
Education
Language
SECTION TWO
Household demographic information Geographical residential area (region)
Kilometres travelled from home to hospital
Hospital visiting/ admitted to SECTION THREE
Patients' opinion On hospital access
SECTION FOUR
Level of communication between Patients
Nurses
Doctors
Other hospital officials (clerks) SECTION FIVE
Level of courtesy Patients
SECTION SIX & SEVEN
Level of cleanliness In the hospital wards (patients)
Areas clean inside the hospitals SECTION EIGHT
Patients‟ opinion on Security and safety in the hospital
SECTION NINE
Awareness of patients on Patients‟ rights
SECTION TEN
Communication between patients & doctors Medication given to patients SECTION ELEVEN
Level of satisfaction on Inpatient items
SECTION TWELVE Patient satisfaction with food provided at the hospital Food
Utensils
Other services SECTION THIRTEEN
Patient satisfaction in terms of waiting time Waiting time during the patients‟ stay SECTION FOURTEEN
Patient‟s expectations of Overall services at the hospital
Perceptions of service rendered Communication between hospital management Doctors and nurses
The pre-coded questionnaire was carefully constructed to elicit comprehensive responses on the research topics. The questionnaires were administered to patients and hospital staff (doctors and nurses) in three hospitals in the eThekwini metropolitan and iLembe regions.
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According to Willemse (1990: 9), the following requirements should be complied with in compiling a questionnaire:
Confidentiality should be assured;
Wherever possible, a choice of answers should be given to respondents;
The questionnaire should be well laid out, with adequate space for responses;
Questions should not be offensive or intrusive;
Questions should not give cause for emotive language or require any calculations, and
Questions should be short and simple.
The researcher took cognizance of the above factors when designing the questionnaire. As indicated earlier, the study questions are made up of variables that are dependent and independent. Bless and Higson-Smith (1995: 31) state that “an independent variable is that factor that is measured, manipulated or selected by the researcher to determine its relationship to an observed phenomenon, which constitutes the dependent variable”. The dependent variable can also be described as the factors that are used to observe and measure the determined effect of the independent variable.
In this study, independent variables included (age group, gender, qualifications and occupation). The dependent variables included current trends in (Batho Pele principles, service delivery, service standards, acuity levels, ensuring courtesy, providing better information to patients by the hospital officials, treatment received, hospital facilitiesand access to hospitals facilities).
The questionnaire aimed to examine the level of service offered by these hospitals and the long- term strategy to achieve effective service delivery and satisfaction in order to comply with the BPPs and ensure an effective healthcare system. The intention is to evaluate service delivery at provincial hospitals in KZN with a view to improving this important service.
Given the focus of this study, the researcher examined the interdependencies of the key service delivery factors in the public sector through the eyes of patients and public sector employees.