أثر المهارات الإدارية الناعمة على تحسين جودة الخدمات الصحية المقدمة في قطاع غزة (دراسة حالة: اتحاد لجان العمل الصحي)
Date
2020-04-06
Authors
أكرم معاوية شعبان الشوا
Akram M. S. ElShawa
Journal Title
Journal ISSN
Volume Title
Publisher
Al-Quds University
Abstract
This Study aims at identifying the impact of the administrative soft skills with its different
dimensions including (communication, crisis management, teamwork, negotiation,
planning, quality of decisions, and leadership skills) on improving quality of health
services provision in the Gaza Strip. The study was applied on Union of Health Work
Committees in the Gaza Strip (UHWCGaza). The descriptive-analytical method was
adopted to study this phenomena, describe its nature, and examine the relationship among
its dimensions, reasons and approaches .
The study used different data collection methods including questionnaires, and focus
groups to collect primary data. Questionnaires targeted the internal health work
environment i.e. among workers of UHWCGaza. The sample represented workers in the
top, middle, and executive administrations at UHWCGaza, and they were (200) workers.
The researcher followed complete enumeration survey. A total of (184) questionnaires
were retrieved and used for analysis purposes. While, focus group mechanism was used to
survey the customers’ point of view in relation to the services provided by UHWCGaza.
The researcher conducted two groups with (23) customers from Gaza and North Gaza
governorates using random sample method.
The study came out with a number of results mainly the positive moral impact that is
statistically significant to the application of soft skills on improving the quality of health
services provision in the Gaza Strip. On one hand, results have evidently show that
communication, quality of decision, negotiation, and leadership skills leave a very
considerable positive impact on the improvement of health services provision. Negotiation
skills had the highest weight of impact i.e. 26.9%, then leadership skills with 23.6%
weight, followed by quality of decisions with 21.8%, and finally communication and its
level of impact was 13.8%. On the other hand, crisis management, teamwork and planning
did not have a moral impact on the quality of health services provision at UHWCGaza .
Based on the aforementioned results, the study highly recommends that the non-
governmental organizations working in the health sector expand health services providing
to customers that include rare services mainly Magnetic resonance imaging (MRI) and
computerized tomography (CT) scans. The study also confirms the significance of
exchanging healthcare experiences with external relevant bodies.
Description
Keywords
Citation
الشوا، أكرم معاوية. (2020). أثر المهارات الإدارية الناعمة على تحسين جودة الخدمات الصحية المقدمة في
قطاع غزة (دراسة حالة: اتحاد لجان العمل الصحي) [رسالة ماجستير منشورة، جامعة القدس، فلسطين].
المستودع الرقمي لجامعة القدس. https://arab-scholars.com/046b5c