EFFECT OF OPERATIONAL POLICIES ON QUALITY HEALTHCARE SERVICE IN GBOKO DIOCESAN HOSPITALS, BENUE STATE, NIGERIA

This study examined the effect of operational policies on the quality of healthcare services in healthcare institutions within the Catholic Diocese of Gboko, Benue State, Nigeria. The specific objectives were to investigate the effects of staffing policies, drug procurement and distribution policies, infection prevention and control policies, and health record management policies on the quality of healthcare services. A cross-sectional survey design was employed, and data were collected from 412 healthcare workers using a structured questionnaire validated through expert review. The reliability coefficients for the study instruments ranged between 0.78 and 0.86. Data were analyzed using descriptive statistics and multiple regression analysis. Findings of the study demonstrated that all four operational policies significantly affect healthcare quality. Staffing policy had the strongest effect (B = 0.689, β = 0.580, t = 11.110, p = 0.000), followed by drug procurement and supply policy (B = 0.642, β = 0.550, t = 9.580, p = 0.000). Infection prevention and control policy also exerted a strong positive influence (B = 0.583, β = 0.520, t = 8.210, p = 0.000), while health record management policy, though the least strong predictor, remained statistically significant (B = 0.498, β = 0.445, t = 7.320, p = 0.000). The study concludes that operational policies are critical determinants of healthcare quality in the Catholic Diocese of Gboko, with staffing, procurement, infection control, and record management practices all contributing significantly to service outcomes. It recommends strengthening human resource structures, improving procurement transparency and efficiency, enforcing infection control protocols, and standardizing medical record systems to enhance patient care quality.