Satisfaction from Caregivers of Children under Age of Five for Surgery Department of National Pediatric Hospital, Phnom Penh, Cambodia

Abstract

This cross-sectional study was conducted to determine level of satisfaction from caregivers 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. A structured questionnaire was administered by face-to-face interview to 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 out-patient satisfaction was 65.46 and in-patient satisfaction was 80.06. Only 15.6% of the respondents were highly satisfied with out-patient health care services while 24.2% of the respondents were highly satisfied with in-patient health care services. Caregivers of out-patient 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
in-patient, 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 (p-value.012), family income (p-value.002), availability of health care services (p-value.000), financial accessibility (p-value.037) and acceptability of health care provider (p-value.031) were significantly associated with satisfaction level. Larger part of comments from respondents mostly concerned with high medical expenses, information center, cleanliness of places, working times of doctor and number of required doctor especially for plastic surgery and trauma-orthopedic 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.  Caregivers’ satisfaction should be studied in parallel with job satisfaction of service providers to understand the concerns that make respondents not satisfied and solve the problems accordingly.