Patients’ Satisfaction regarding Eye Care Services in a Multi-specialty Eye Hospital of Northern Bangladesh

Abstract

Aims: Patients’ satisfaction is an important health outcome, which is regarded as a determinant measure for quality of health care services. The aim of the study is to evaluate patients’ satisfaction regarding eye care services in a multi-specialty eye hospital of northern Bangladesh. Methods: This cross sectional descriptive study was conducted among the patients who took the eye care services in OPD and admitted as in-patients in the hospital. Randomly selected patients were interviewed by trained staff. A semi-structured questionnaire was used to conduct these   interviews. Their responses were grouped into one of five categories and evaluated to determine satisfaction for different components of eye care services. There were also open-ended questions regarding feedback from participants’ view and recommendations for the improvement of the quality of services. Results: Four hundred and forty nine participants were interviewed. Among these, 71 (15.81%) were very satisfied and 358 (79.73%) were satisfied, constituting 95.54% satisfaction with overall services received at the hospital. 99.55% of respondents were satisfied with the doctors and 98.66% of respondents were satisfied with other hospital staff regarding patient care services. 86.1% patient had satisfaction with the cost of services, while 28.57% expressed that the surgery cost was high. Though the participants expressed dissatisfaction for the long waiting time in front of refraction and doctors’ consultation room during pick hours, 442 (98.4%) patients expressed their willingness to utilize the services again. Conclusion: Although eye care services both in OPD and in the IPD were satisfactory according to the respondents, there are scopes for improvement. Patient satisfaction surveys should be encouraged in hospitals for better accountability and also for strengthening the quality of eye care services.