The challenges facing service quality in South Africa’s public healthcare clinics are complex and interwoven, largely caused by limited resources, staffing shortages, and increasing patient needs. These issues negatively affect the standard of care, resulting in patient dissatisfaction and mistrust in the healthcare system. Implementing a Quality Management System (QMS) has significant potential to improve public healthcare by enhancing patient satisfaction, improving care standards, and boosting staff morale. A QMS addresses common challenges such as resource constraints, resistance to change, inadequate training, and communication barriers. However, effective implementation requires adequate resources, proper training, strong leadership, effective communication, and continuous evaluation. A coordinated effort is essential to support QMS introduction in public clinics. This involves policy support, financial investment, comprehensive training, and ongoing assessment. Although several studies have explored QMS effectiveness, many focus only on either healthcare providers or patients, creating gaps in understanding its broader impact on service delivery. This study aimed to improve service delivery at Hartebeeskop Clinic in Elukwatini, Mpumalanga, by assessing its QMS framework. Interviews with 18 healthcare providers and document analysis identified key service challenges and evaluated the current system’s effectiveness. A mixed‑methods approach validated the findings, with Cronbach’s Alpha scores above 0.7 confirming reliability. The research emphasizes the need for better resource allocation, nationwide implementation of National Core Standards, staff training in Batho Pele principles, and improved organizational culture to enhance healthcare quality.

Keywords

Quality Management System (QMS), Service Delivery, Public Healthcare, Resource Constraints, National Core Standards (NCS)