Healthcare and Beneficiary Satisfaction Towards Enhanced Healthcare Delivery in Private Hospitals in Gaborone: Evidence from Sir Ketumile Masire Teaching Hospital

This study examines healthcare delivery and beneficiary satisfaction in private
hospitals in Gaborone, Botswana, with a specific focus on Sir Ketumile Masire
Teaching Hospital (SKMTH). As Botswana's healthcare sector undergoes
transformation driven by digital health technologies, results-based financing, and
increased private sector involvement, disparities in access, affordability, and quality
persist. The research aims to evaluate key healthcare system components—including
human resources, health financing, health information management, standards,
medical products and technologies, access, and responsiveness—to assess their
relationship with patient satisfaction. The study employs a quantitative-descriptive
research design, gathering data from 200 respondents, including healthcare
providers and patients. Findings indicate that while operational improvements in the
healthcare system enhance efficiency, they do not significantly influence beneficiary
satisfaction. Instead, patient-centered factors such as cleanliness, provider
communication, and personalized care play a more crucial role in shaping
satisfaction levels. Regression analysis reveals no statistically significant correlation
between healthcare system components and beneficiary satisfaction, emphasizing
the need for a holistic approach that integrates both structural improvements and
patient engagement strategies. Based on the findings, the study proposes the
Integrated Healthcare Delivery and Satisfaction Model (IHDSM), which emphasizes
workforce development, systematic healthcare assessments, patient engagement
strategies, strategic healthcare integration, and equitable access. By adopting this
model, Botswana’s private hospitals can enhance service quality, optimize
efficiency, and ensure a patient-centered approach to healthcare delivery. The
research underscores the necessity of balancing systemic healthcare advancements
with improved patient-provider interactions to achieve sustainable improvements in
healthcare satisfaction.