INSTITUTE OF PUBLIC ADMINISTRATION AND HEALTH SERVICES MANAGEMENT

SERVICOM (Service Compact with All Nigerians) was established to enhance accountability, transparency, and quality of service delivery in Nigeria’s public sector. Despite its institutionalization in healthcare facilities, there are concerns about its visibility, awareness, and effectiveness in practice. This study evaluated the implementation and impact of SERVICOM on service delivery at the University of Benin Teaching Hospital (UBTH), Edo State, Nigeria. This study adopted a descriptive cross-sectional design using a mixed-methods approach. Both quantitative and qualitative data were integrated to provide a comprehensive analysis. The target population comprised staff and patients of UBTH. A total sample of 409 respondents was drawn using proportionate sampling, which included 296 staff, 98 patients, 9 staff for in-depth interviews, and 6 patients for in-depth interviews. Data were collected through structured questionnaires and interview guides. Quantitative data were analyzed using the Statistical Package for the Social Sciences (SPSS) version 27.0, while qualitative data were coded and thematically analyzed using NVivo version 11 software. Findings revealed that healthcare providers demonstrated high awareness (mean = 3.6) and positive perceptions of SERVICOM implementation (grand mean = 3.6), particularly in accountability, professionalism, and responsiveness. In contrast, patients reported poor awareness (mean = 2.4) and low ratings of SERVICOM implementation (grand mean = 2.3), with dissatisfaction regarding complaint mechanisms, feedback, and waiting times. From the qualitative analysis, five themes emerged from staff interviews (understanding and awareness, implementation in departments, challenges, effectiveness, and recommendations), while six themes were generated from patient interviews (awareness, accessibility, complaints process, service quality, access challenges, and recommendations). The study concludes that SERVICOM has made notable progress in promoting accountability among staff at UBTH but has not translated into improved patient awareness or satisfaction. The study recommends increased patient-focused awareness campaigns, regular training of staff, improved feedback and complaint systems, adequate funding, and strengthened monitoring and evaluation frameworks to ensure SERVICOM achieves its intended impact on healthcare service delivery

his study examines the impact of fiscal federalism and revenue allocation on local government autonomy, using Oredo Local Government Area of Edo State as a case study. Despite the constitutional recognition of three tiers of government, Nigeria's centralized fiscal framework often undermines the financial and administrative independence of local councils. The study specifically explored how the concentration of revenue powers and the operation of the State Local Government Joint Account (JAC) affect the developmental capacity of Oredo LGA. Adopting a descriptive research design, the study utilized a sample of 150 staff members from the Oredo Local Government Council, selected through stratified random sampling. Data collected via structured questionnaires were analyzed using mean scores, standard deviation, and Chi-Square statistical tests. The findings reveal that Nigeria's current fiscal federalism significantly limits the financial autonomy of Oredo LGA, as heavy reliance on statutory allocations and state-level interference through the JAC system disrupts budget implementation and service delivery. Furthermore, the council faces internal challenges in revenue generation, including technological gaps and low tax compliance. The study concludes that without genuine fiscal independence, local governments remain administrative appendages of the state rather than effective agents of grassroots development. Consequently, it is recommended that the federal government implement direct statutory allocations to local councils to bypass the bottlenecks of the Joint Account. Additionally, the study suggests strengthening legal safeguards for local autonomy and investing in modern technology to enhance internally generated revenue, thereby ensuring sustainable development and improved public service delivery at the grassroots level.

This study examined strategic management and its influence on quality healthcare delivery in Maria Assumpta Catholic Hospital. The study was motivated by persistent concerns regarding healthcare quality, patient satisfaction, operational inefficiencies, and resource constraints in Nigerian healthcare institutions, particularly within private and faith-based hospitals. The main objective was to investigate how strategic management practices contribute to improved healthcare delivery and organizational performance in the hospital. Specifically, the study examined the extent of strategic planning implementation, the influence of resource management on healthcare quality, the impact of leadership and organizational structure on service efficiency, the relationship between strategic management practices and patient satisfaction, and the challenges affecting the effective implementation of strategic management.The study adopted a descriptive survey research design. Data were collected from hospital administrators, healthcare professionals, and patients through structured questionnaires. The Resource-Based View (RBV) theory served as the theoretical framework, emphasizing the importance of internal organizational resources and capabilities in achieving sustainable performance and quality healthcare outcomes. Data obtained from respondents were analyzed using descriptive and inferential statistical techniques, including frequency distribution, mean scores, and hypothesis testing. Findings revealed that strategic management practices significantly influence quality healthcare delivery in the hospital. The study showed that effective strategic planning enhances operational coordination, while efficient resource management improves service delivery, patient safety, and organizational effectiveness. Leadership and organizational structure were also found to positively affect staff performance and healthcare efficiency. Furthermore, strategic management practices contributed significantly to patient satisfaction through improved communication, reduced waiting time, and better service coordination. However, challenges such as inadequate funding, shortage of skilled personnel, limited technological infrastructure, and weak monitoring systems were identified as barriers to effective strategic management implementation.The study concluded that strategic management is essential for achieving sustainable quality healthcare delivery and recommended improved strategic planning, staff development, leadership strengthening, and enhanced resource allocation to improve healthcare outcomes.Keywords: Strategic Management, Quality Healthcare Delivery, Resource Management, Patient Satisfaction, Leadership, Healthcare Administration.