Abstract
M.Cur.
Quality health service delivery is a necessity in any health care service and is the responsibility of the
management, but it is often not accomplished due to a variety of reasons. The most important determinant
is the personnel of the health care service and their level of motivation to provide quality service. The aim
of this study was the describing of motivation guidelines for the delivery of quality health service.
The study was qualitative and contextual. The research strategy was explorative and descriptive. The study
is based on the Botes research model and the Nursing Theory of Wholeness. Several measurements were
taken to increase credibility.
It is regarded as a prerequisite to explore, describe and implement a quality improvement programme for
the specific health service, before motivation guidelines could be described for quality health service
delivery. The quality improvement programme was based on literature, with recognition of the context of
the health service. The determinants of quality health service delivery were discussed as well as the aim,
reasons, prerequisites, contents and principles of the quality improvement programme and the quality
improvement process. The realisation of the quality improvement programme was also discussed.
The exploring, description and implementation of the quality improvement programme in the health care
service is followed by the exploring and describing of factors which motivate and/or demotivate personnel
to deliver quality health care service, by means of naive sketches obtained from open questionnaires of two
samples. It was verified for accuracy during a feedback interview. The results are used to describe
motivation guidelines which is confirmed by literature.