An analysis of the obstacles to effective emergency medical rescue services in Namibia: A case study of Motor Vehicle Accident Fund and Ministry of Health and Social Services bases.

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The study used quantitative and qualitative research methods to investigate the quality of service delivery by the MVA Fund and MoHSS through EMRS bases in Namibia. The positivist research strategy was used for the quantitative non-experimental research survey that includes the gathering and analysis of quantitative data. The sample of the study consisted of 20 respondents, of which 10 were from the EMRS bases (Windhoek, Omuthiya and Usakos bases) and 10 were key informants, representing different key institutions (MVA Fund, Ministry of Health and Social Services, Namibian Police, National Road Safety Council and Roads Authority). The study focused on the analysis of the quality of service delivery by EMRS bases in Namibia. The study also attempted to determine whether there are factors that negatively affect service delivery by the MVA Fund. The study also analysed the current management strategies and policies of the MVA fund in a bid to determine alternative management strategies needed to mitigate the current service delivery challenges. The independent variable used in this study was service delivery and the critical dependent variables that affect service delivery were analysed. The responses to all items were classified and tabulated in different categories using the IBM SPSS 21 software. The coded data were analysed by means of the One-Way Anova at the 5% level of significance in order to determine the relationships among the variables. Significant relationships were identified and interpreted accordingly. In addition, the results of the study were compared with the findings established through literature analysis in order to find out if the current results are in line with what theory says. The major findings indicate that there is much that needs to be done by MVA Fund and MoHSS in the management of EMRS basis so as to improve service delivery. The study concluded that lack of key pieces of legislation reduces confidence when providing services to clients, hence this may lead to poor service delivery. The study also established that the delays experienced in getting patients to medical facilities also indicate poor service delivery and this negatively affects customer satisfaction. The research recommends that more needs to be done in order to improve service delivery by MVA Fund. It also recommends that further research should be carried out to determine the other variables that were not covered in this study, but which may be relevant for the achievement of the objectives of MVA Fund.


Thesis presented in partial fulfilment of the requirements for the Degree of Master of Leadership and Change Management , in the Harold Pupkewitz Graduate School of Business, at the NUST


Emergency Medical Rescue Services - Namibia, EMRS - Namibia, Motor Vehicle Accident Fund base - Namibia, MVAF base - Namibia, Ministry of Health and Social Services - Namibia, MoHSS - Namibia, Master's theses - Namibia, NUST - Master's theses, 2014