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Patients’ satisfaction with health care is an important health outcome which has implications for capacity utilisation. And, in health systems that emphasise the cooperation and involvement of the community, both in terms of resources contribution and management, satisfaction with health care assumes an important dimension in terms of its implication for success of public health programmes. This study, based on administered questionnaires, examines patients/users’ satisfaction with quality attributes of health care services at the primary level facilities in order to provide feedback to health personnel and management for change and learning. The study employs correlation and multivariate regression analysis to determine the quality attributes that determine overall satisfaction with care. Our findings suggest the need to emphasis ‘empathy’ for care providers; and while a reasonable level of physical facilities should be provided, care providers have the task to communicate their technical competence to care seekers to ensure capacity utilisation at the primary level.

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The modern workplace is composed of people with diverse backgrounds in terms of nationality, culture, religion, age, education and socioeconomic status. Each of these people enters the work with different values, goals, and perceptions of acceptable behaviours. The diverse background creates ethical challenges for individuals as well as managers. There are issues and decisions that are to be made by workers in the organization that have implications for their job security and salary, and success of the organization. Pressure may be on the workers to protect their own interests, sometimes at the risk of losing personal and corporate integrity. This paper attempts to evaluate ethical dilemmas and conflicts from an Africa perspective, bearing in mind different value systems between western and African nations.

The purpose of this research work was to determine the influence of group-explicit knowledge on the productivity of telecommunication organisations. Setting:The setting of this research is composed of the four leading telecommunication firms in Nigeria and their customer service centres.Methods: Based on a sample size of 42 customer service centres of the four most active global system for mobile communications organisations in Lagos state and Federal Capital Territory (FCT), Nigeria, the research adopted the output-oriented data envelopment analysis model to show the influence of group-explicit knowledge on productivity. Results:The results showed that 15 decision-making units (DMUs) (representing 36%) were found to be technically efficient using the constant return to scale approach, while only 12 DMUs (representing about 28.6%), based on variable return to scale approach, were found to productively engage their present input resources in outputs that achieve optimal productivity for the firm. Conclusion:Group-explicit knowledge dimensions that were investigated in this study significantly influence productivity of firms in Nigeria's telecommunication industry. It was recommended that DMUs that were identified to be productivity deficient should hold resources input constant while their employees made efforts to scale up operations to enhance productivity.