The Extent of Use of Mobile Phone Technology in Healthcare Provider-To-Patient Communications in Kenya: A Case of Kenyatta National Hospital

Abstract

This study sought to examine the extent of use of mobile phone technology in healthcare provider-to-patient communications at Kenyatta National Hospital (KNH). The main objectives were to establish the extent of use of mobile phone technology, find out the factors that influence its adoption and use, and determine the challenges of its use among healthcare providers. The target population were healthcare professionals and administration staff at KNH. A sample of 100 healthcare professionals was selected using purposive and convenience sampling techniques. Ninety-two respondents participated, giving a reliable response rate of 92%. Data was collected using questionnaire and interviews. Quantitative data were analyzed by use of Statistical Package for the Social Sciences (SPSS) version 24. The study found out that all healthcare professionals at KNH owned mobile phones. Phone calls and short messaging services (SMS) were the most popular services among users. More than 75% used mobile phones to communicate with patients on issues regarding monitoring, reminders of appointments and medicines, health awareness, and emergencies. The study also found out that users preferred mobile phones because it is fast, easy to use and widely available. The main challenges among users included poor timing of calls, patients’ preference of personal contact and lack of financial incentives to care providers. The study concluded that mobile phones were widely used at KNH. The key recommendation is that key stakeholders should develop, adopt and use more mobile health initiatives that are cost effective, easy to use and reliable other than phone calls and SMS.