Records management risks affecting healthcare service in the Greater Accra region of Ghana

Purpose This study aims to investigate health records management system implementation and practices that pose risks to healthcare provision in the Greater Accra Region of Ghana. This is critical since ineffective records management leads to missing files, repeated medical tests and incomplete records, which affects quality, safe and efficient healthcare. Design/methodology/approach Using the convergent design from the mixed-method research approach, this study used four primary data collection tools, namely, questionnaires, interviews, observations and document analysis. Staff members totalling 370 were sampled from a population of 9,869 representing medical records, information technology and healthcare units. Findings The findings showed that non-functional records management systems including neglected paper-based, and poorly implemented electronic health records (EHR) systems led to missing and misfiled patients’ records, incomplete patient records, reliance on unqualified records personnel and the unavailability of the electronic records during power outages or internet downtime. This denied access to full medical history of patients, compromising accurate decisions, quality and continuity of healthcare, posing risks to patient safety. Originality/value This study recommends that the healthcare institutions of the Greater Accra region in Ghana adhere to records management principles, provide relevant medical records training and allocate sufficient resources for information systems. Additionally, processes should be initiated to digitise and merge existing paper-based medical records with the EHRs to ensure the completeness of medical information. Establishing a comprehensive information management system framework should be a primary focus to mitigate records management risks that adversely affect healthcare delivery.