أثر المهارات الإدارية الناعمة على تحسين جودة الخدمات الصحية المقدمة في قطاع غزة (دراسة حالة: اتحاد لجان العمل الصحي)
أكرم معاوية شعبان الشوا
Akram M. S. ElShawa
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.