Influence of Strategic Communication on Service Delivery in Public Level Four Hospitals In Nairobi County, Kenya

Abstract

Despite the critical role communication plays in modern healthcare systems, public level four hospitals in Nairobi County continue to experience inconsistencies in service delivery, often attributed to fragmented or ineffective strategic communication frameworks. Strategic communication serves as a coordination mechanism, guiding the formulation, execution, and monitoring of healthcare delivery strategies. This study investigated the influence of strategic communication on the effectiveness of service delivery in Nairobi’s public level four hospitals. Grounded on Stakeholder Theory and Resource-Based View, the study adopted a descriptive design and positivist philosophy. A sample of 286 respondents was drawn from a target population of 1012 staff across hospitals using stratified random sampling. Data was collected through structured questionnaires, analyzed using descriptive statistics, correlation, and multiple linear regression. Results showed a significant positive relationship between strategic communication and service delivery (r = 0.734, p < 0.01), with regression analysis confirming a predictive effect (β = 0.653, R² = 0.543, p < 0.05). The study concludes that internal communication flow, clarity of roles, stakeholder engagement, and feedback mechanisms are integral to service delivery. It recommends institutionalizing structured communication strategies to enhance transparency, staff cohesion, and patient-centered service.