Enhancing Operational Efficiency of Primary Health Care Providers in Invercargill
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Authors
Lizardo, Jamille Reynette Santonia
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Degree
Master of Applied Management
Grantor
Southern Institute of Technology
Date
2025
Supervisors
Akhtaruzzaman, Akhtar
Type
Masters Dissertation
Ngā Upoko Tukutuku (Māori subject headings)
Keyword
Primary health care
Operational Efficiency
Invercargill
Staffing
Patient access
Operational Efficiency
Invercargill
Staffing
Patient access
ANZSRC Field of Research Code (2020)
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Abstract
Operational efficiency is a critical factor to the performance of the primary health care providers. Primary health care providers in Invercargill are also experiencing challenges in providing operational efficiency because of workforce shortages, increasing patient demand, and limited resources. These challenges affect both patients’ satisfaction, and delivery of quality of the services. Through eight semi-structured interviews with clinical and non-clinical staff, this study explored the impact in regional primary health care settings of operational inefficiencies from service delivery, workload balance, and patient satisfaction. A qualitative, exploratory approach was used in this study, and data were analysed thematically to identify insights. The findings supported that longer wait times and staff burnout are significantly affecting operational efficiency due to staff shortages and poor workflow management systems. This study also emphasised how digital health tools and improved management practices can enhance coordination and performance. The results highlight the importance of workforce support, process improvement, and resource allocation in strengthening primary health care efficiency in regional New Zealand. Future research is suggested to include the comparison of operational challenges in other regions and identify nationwide strategies for improvement in primary health care.
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CC BY-NC Attribution-NonCommercial 4.0 International