Abstract:
This cross-sectional study was conducted to determine level of satisfaction from caregiver of children aging under five toward health care services at Surgery Department of National Pediatric Hospital, Phnom Penh, Cambodia, and to determine the association between satisfaction level and explanatory factors. Suggestions and comments from caregivers were also revealed in this study.
The structure questionnaire conducted by face-to-face interview was derived from 245 participants consuming health care services at Surgery Department. Descriptive statistics were used to describe satisfaction level and explanatory factors variables while the association between these factors was determined by Chi-square test.
The average score for Outpatient satisfaction was 65.46 and Inpatient satisfaction was 80.06. 15.6% of the respondents were highly satisfied with Outpatient health care services while 24.2% of the respondents were highly satisfied with Inpatient health care services. Caregivers of Outpatient were highly satisfied with courtesy of health provider (21.2%), convenience in getting to health care (20.7%), and quality of care (19.0%). While Inpatient, respondents were highly satisfied with courtesy of health provider (30.3%), quality of care (27.3%), and convenience in getting to health care (24.2%). Education, family income, availability of health care services, financial accessibility and acceptability to health care provider were significantly associated with satisfaction level. Majority of comments from respondents mostly concerned with medical expense, information center, cleanliness of places, working times of doctor and number of required doctor especially for Plastic Surgery and Traumato-Orthopedic (Osseous) health care services.
From this finding, it is recommended that improvement is needed in few items connected to medical expense, working hours and recruitment of more doctors, and two-way communication during the provision of service is also recommended. Caregivers’ satisfaction should be done in parallel with job satisfaction of service providers to understand the concern that make respondents not satisfied and solve the problems accordingly.
