Advancing Public Hospital Responsiveness and Satisfaction among Patients in Cambodia: A Focus on Healthcare Services

Abstract

The aims of this study were to investigate the level of public hospital responsiveness, the level of patient satisfaction after using healthcare services in public hospitals and to examine the relationship between the two variables. This study used a quantitative correlational design, and data were collected through a questionnaire. The participants were 220 patients attending public hospitals in Cambodia. The data analysis was performed using statistical package for the social sciences version 25, and descriptive and inferential statistical methods were used to answer the research questions. The results showed high hospital responsiveness and patient satisfaction with 4.15 and 4.36 means respectively. There was a moderate and significant correlation between hospital responsiveness and patient satisfaction (r=0.34, p<0.01). The results indicated that the improvement of hospital responsiveness can enhance patient satisfaction. Additionally, public hospitals need to improve the responsiveness to get patient satisfaction which is the core element of the patient-centered service delivery. The study is original in providing empirical evidence on the relationship between hospital responsiveness and patient satisfaction in Cambodian public hospitals, an area that has been subject to limited systematic investigation. Responsiveness and patient satisfaction have been well-studied in other countries but there are few quantitative, data-driven studies of public hospitals in Cambodia, especially from the perspective of the patients.