Enhancing Corporate Governance through Digital Communication Tools: A Case Study of Wama Hospital, Kenya

Abstract

Digital communication tools are increasingly vital to organizational governance, offering improved transparency, accountability and stakeholder engagement. However, their integration remains inconsistent, particularly in healthcare institutions like Wama Hospital. This study, “The Impact of Digital Communication Tools on Corporate Governance: A Case Study of Wama Hospital, Kenya” explores how such tools influence governance practices, focusing on their types, impact and perceived effectiveness. Using a qualitative case study design, the research involved 30 participants selected through stratified purposive sampling. Data was gathered through interviews, content review and observation and analyzed thematically. The findings show that Wama Hospital employs a mix of digital tools for internal and external communication. Internally, email and memos are the primary formal channels, supported by virtual meeting platforms like Zoom and Google Meet while WhatsApp is used for quick updates. Externally, the hospital uses its website, social media (such as Facebook and Instagram), and SMS alerts. Patient management is facilitated through platforms like Afridoctor and Ecare Africa. Despite this digital presence, the tools’ governance impact is limited. Fragmentation, inconsistent adoption and low interactivity reduce their effectiveness. While electronic health records and feedback systems offer traceability, delayed responses and unequal access hinder accountability. Internally, the absence of a centralized system restricts coordination and cohesive governance. The study further identifies a tension between operational efficiency and governance depth. Thus, to strengthen governance, the study recommends investing in centralized communication infrastructure, enhancing interactivity on external platforms, ensuring equitable access to digital tools, implementing automation for performance tracking, offering regular digital literacy training and conducting periodic evaluations of communication strategies.