The Effectiveness of PR in Managing Public Complaints in Healthcare: A Study of Gashua LGA, Yobe State
- Project Research
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
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- NGN 5000
Chapter One: Introduction
1.1 Background of the Study
The healthcare sector plays a critical role in the well-being of society, but challenges such as inadequate facilities, long waiting times, and poor communication often lead to public dissatisfaction. In Gashua Local Government Area (LGA), Yobe State, public complaints about healthcare services have become a recurring issue. Public relations (PR) is vital in managing these complaints by fostering transparent communication, addressing grievances, and improving patient-provider relationships. According to Musa and Abubakar (2023), effective PR strategies, such as feedback mechanisms and proactive communication, can enhance trust and satisfaction in healthcare services. This study examines the effectiveness of PR in managing public complaints in healthcare within Gashua LGA.
1.2 Statement of the Problem
Despite the importance of addressing public complaints in healthcare, many healthcare institutions in Gashua LGA lack effective PR frameworks to manage grievances. This has resulted in persistent dissatisfaction and eroded public trust. While PR offers tools for resolving these issues, its effectiveness in managing healthcare complaints in Gashua LGA remains underexplored.
1.3 Objectives of the Study
- To assess the role of PR in managing public complaints in healthcare services in Gashua LGA.
- To identify challenges faced by PR practitioners in addressing healthcare complaints.
- To propose strategies for enhancing PR effectiveness in managing healthcare complaints in Gashua LGA.
1.4 Research Questions
- How does PR contribute to managing public complaints in healthcare services in Gashua LGA?
- What challenges hinder the effectiveness of PR in addressing healthcare complaints?
- What strategies can improve PR efforts in managing healthcare complaints in Gashua LGA?
1.5 Research Hypotheses
- PR strategies significantly reduce public complaints in healthcare services in Gashua LGA.
- Challenges such as inadequate resources and poor communication limit PR effectiveness in healthcare.
- Enhanced PR strategies can improve the management of healthcare complaints in Gashua LGA.
1.6 Significance of the Study
This study offers insights into the role of PR in improving patient satisfaction and trust in healthcare services. It provides practical recommendations for healthcare administrators, PR practitioners, and policymakers to address public complaints effectively in Gashua LGA.
1.7 Scope and Limitations of the Study
The study focuses on the role of PR in managing public complaints in healthcare services within Gashua LGA, Yobe State, examining current practices, challenges, and outcomes.
1.8 Operational Definition of Terms
- Public Relations (PR): Strategic communication efforts aimed at fostering positive relationships and addressing grievances.
- Public Complaints: Expressions of dissatisfaction or grievances from individuals regarding healthcare services.
- Healthcare Services: Medical and health-related services provided to individuals in Gashua LGA.
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