Role of Nurse Managers in Ensuring Client Satisfaction within the Primary Health Care Clinics in Buffalo City Health District

In Primary Health Care system there are different categories of nurses that have different roles to play within their facilities, such as registered nurses, enrolled nurses and enrolled nursing assistants, operational managers at functional level within the Primary Health Care Clinics and also overall supervisors. The study focus was on operational managers as they are the key role players in quality client care within Primary health Care clinics, King William’s Town in Buffalo City Health District in Eastern Cape Province. The aim of the study was to describe the role of nurse managers in ensuring client satisfaction within the Primary Health Care Clinics at Buffalo City Health District in order to ensure effectiveness of Health Core Standards. The research questions were: The research questions that was addressed in this study Main question: “What is the role of nurse managers in ensuring client satisfaction within Primary Health Care Clinics at Buffalo City Health District?” Sub questions: How do you ensure client safety in your facility? How do you monitor client waiting time in your facility? What strategies can assist in the improvement of client satisfaction in Primary Health care clinics? The objectives were to explore and describe role of nurse managers in ensuring client satisfaction regarding safety within the Primary health Care clinics in Buffalo City Heath District, explore and describe role of nurse managers in client satisfaction about waiting time within Primary Health Care Clinics and to recommend strategies to improve client satisfaction within the Primary Health Care clinics in order to improve client satisfaction. A descriptive, explorative, qualitative, contextual design was used to describe and explore the role of operational manager in ensuring client satisfaction regarding client safety and waiting time within Primary Health Care Clinics. Purposive sampling method was used to select seven operational managers. Six operational managers participated in the study as one of them was bereaved during the interview period. One on one interviews with operational managers was used to collect the data. Data was collected until it reached saturation. Data collected was analyzed using Tesch’s steps of data analysis for qualitative research. vi The results were that the operational managers are performing their roles, but find it difficult to fully satisfy clients as they experience some roles’ related challenges in ensuring client satisfactory services. Related roles’ challenges were unavailability of enough nursing staff to cover all the programmes due to shortage of staff, poor infrastructure in some of the clinics, lack of support and appreciation from some of their supervisors, absenteeism of staff that negatively affect operational manager’s planning and organisation role, failure to deliver medication in time. They recommended some strategies regarding improvement of client satisfaction within the Primary Health Care clinics. The recommendations were, the department of health to fill in nurses and staff vacant posts, facilitation of prompt delivery of medication to Primary Health Care Clinics, the department to attend to poor infrastructure, District office to consider staff satisfactory survey, commitment of clinic supervisors in their monthly visits and the study findings be used when conducting further studies related to ensuring client satisfaction regarding safety and waiting tim