An examination of the implementation of the Batho Pele principles by nursing staff at Bophelong Psychiatric Hospital

Abstract

The purpose of this study was to find out whether the nursing staff at Bophelong Psychiatric Hospital implemented the four Batho Pele principles in service delivery. These principles included consultation, service standards, courtesy and redress. The population consisted of in-patients at admission and acute rehabilitation wards receiving nursing service. The survey approach was used in this study as patients were asked to report their opinions or perceptions in relation to services rendered at the hospital. Proportionate stratified random sampling was used because the consumers of services at Bophelong Psychiatric Hospital differ in respect of socio- economic status, age and sex. A combination of non- structured interviews, structured interviews and self- administered questionnaires were used to gather information. Data was analysed by the use of a Statistical Package for Social Science (S.P.S.S) computer package 12.0 version. Data was presented in tables and written texts. The perception that the public service lacked consultation was maintained by the respondents. It was deduced that the standards were not communicated to the patients therefore they did not know the level of service they were entitled to. Generally the hospital was doing well with regard to courtesy as most of the patients were satisfied with the nurses' behaviour or attitude towards them. However, the redress aspect of the hospital was still wanting. Patients did not know where or what to do when having a complaint. Further studies on the remaining four Batho Pele Principles should be conducted. Similar studies should be conducted on state president's patients at the hospital as they form a large number of patients admitted and stay in the hospital for longer periods. Further studies should also be conducted on management and nurses who are providing the service to establish whether or not they are implementing the provision of the White Paper on Transformation of Public Service Delivery and if not why.