Factors Associated With Patient Satisfaction with Services at the Eye Clinic in Sunyani Municipal Hospital

Abstract

Background: Patient satisfaction tells the extent to which the healthcare needs of patients are met to their expectation. Before patients visit the hospital, they have some expectations and the resultant satisfaction or dissatisfaction becomes the outcome of their actual experience.(Arshad, Andrabi, Hamid, Shamila, & Masooda, 2012) Objectives: This study seeks to assess factors associated with patient satisfaction with services at the Eye Clinic of Sunyani Municipal Hospital in the Brong-Ahafo Region of Ghana. Methods: The participants in the study were patients with eye conditions who visited the eye clinic at the time of the research. A cross-sectional survey on 318 patients with a Patient Satisfaction Questionnaire-18 was be done. Simple random sampling was adopted to draw samples. Data was analyzed using SPSS Version 20 and STATA 14.0 version software. Findings: The overall satisfaction with eye care service delivery was discovered to be 57.31% with a mean value of 2.900. Mean satisfaction was highest with financial aspect with mean value of 3.066 (61.32%) compared to other domains. Among the patient factors; number of visits (p<0.05), type of visits (p<0.01), general satisfaction (p<0.01) and financial aspect of patients (p<0.01) had significant influence on overall satisfaction. On the other hand all the health provider factors had significant effect on overall satisfaction. Conclusion: Though overall patient satisfaction score was quite good, it can still be inferred from the score that close to half of clients were dissatisfied with services at the eye clinic.