Improving health care delivery in rural communities through the use of mobile phones: a case study in Windhoek

Abstract

Poor healthcare delivery in rural health centres is a major problem facing the health sector in Namibia. This paper investigated how mobile phones can be used to improve healthcare delivery services in Windhoek rural health centres. Data was collected using structured interviews. A qualitative design was used together with a case study approach. Three health centres, purposefully selected from Windhoek rural communities (Katutura, Khomasdal and Okuryangava) were used as case studies. Activity Theory (AT) and Technology Acceptance Model (TAM) were used to analyse the findings. The findings revealed that mobile phones are widely accepted by doctors, nurses and patients of Windhoek rural health centres; hence can be used to improve slow work processes and healthcare delivery services provided to patients at Out Patient Departments (OPDs) in Windhoek rural health centres. A mobile health service framework (MHSF) was proposed based on the work processes and healthcare delivery needs of patients who visit Windhoek rural health centres. The MHSF was further presented for expert reviews which consisted of a panel of one doctor, one nurse and two IT specialists. The expert review panel approved the MHSF and found it useful in improving healthcare delivery services in Windhoek rural health centres.