Authors: Damaris Apondi Were*, & Asad I. Mian, MD,
Published Date: June 02, 2026
Cite: Were, D. A., & Mian, A. I. (2026). Evaluating the impact of QR code payment systems on financial efficiency and patient experience in a private healthcare facility in Kenya: a mixed-methods study. Cryst J Appl Sci. 2(2), 01-06.
Abstract
Background: Digital financial technologies are increasingly transforming healthcare service delivery by improving operational efficiency and patient experience. In Kenya, mobile money platforms are widely used; however, healthcare facilities continue to face challenges such as fragmented payment systems, delays in transaction processing, and reconciliation inefficiencies. This study evaluated the implementation of a QR code–based payment system at Avenue Hospital Kisumu.
Methods: A quasi-experimental pre–post mixed-methods design was employed. Quantitative data were collected on transaction processing time, billing accuracy, and staff efficiency, while qualitative data were obtained through interviews, questionnaires, and observations. The study involved 20 finance and information technology staff, 5 departmental heads, and 100 outpatients selected through purposive and systematic sampling. Quantitative data were analyzed using descriptive statistics and paired-samples t-tests (p < .05), while qualitative data were analyzed thematically.
Results: The implementation resulted in a significant reduction in average transaction processing time from 7.50 minutes to 2.80 minutes, t(99) = 25.90, p < .001. Billing accuracy improved from 88% to 97%, and reconciliation discrepancies decreased. Patient satisfaction was high, with 80% of respondents reporting satisfaction with the system. Staff efficiency improved, reflected in reduced reconciliation time and administrative workload. Additionally, the system demonstrated a positive net annual financial benefit of KES 200,000.
Conclusion: The findings indicate that QR code–based payment systems enhance efficiency, accuracy, and user satisfaction in healthcare billing processes. However, challenges related to digital literacy and initial system integration were identified. Overall, QR code payment systems show strong potential to improve healthcare financial operations and patient experience. Healthcare facilities should consider phased implementation, continuous staff training, and sustained investment in information and communication technology infrastructure to support long-term adoption.
Keywords
Digital Payments, QR Code Systems, Healthcare Finance, Patient Satisfaction, Operational Efficiency, Kenya, Mobile Money, Health Information Systems, QR Code Payments, Digital Health, Financial Technology, Patient Experience, Hospital Efficiency
