SERVICOM

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