Impact of Digital Communication in Enhancing Patient Satisfaction in Public Hospitals in Kenya: A Systematic Literature Review
Abstract
Digital communication technologies are transforming healthcare delivery in low-resource settings. In Kenya, tools such as Short Message Service (SMS) and mobile health (mHealth) platforms are being increasingly utilised to enhance communication, patient engagement, and service delivery in public hospitals. This study examined the types of digital communication tools used in Kenya’s public health system, their impact on patient satisfaction, and service outcomes. A systematic literature review that included ten studies conducted between 2017 and 2024 was undertaken. Data were analysed thematically to identify patterns in technology use, challenges, and patient-centred outcomes. SMS-based and interactive two-way messaging systems were the most common tools. They enhanced appointment adherence, treatment follow-up, and patient engagement while improving communication efficiency and satisfaction. Two-way interactions strengthened provider–patient relationships by enabling timely responses to patients’ concerns. However, challenges such as poor network coverage, limited access to mobile devices, and inadequate staff training hindered full implementation. Digital communication tools, particularly SMS and mHealth platforms, have significantly improved patient satisfaction and healthcare delivery in Kenya. Addressing infrastructural and literacy barriers will be essential for sustaining equitable, efficient, and patient-centred digital healthcare systems.
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