Background: Nowadays, assessing patient satisfaction is an integral part of monitoring and evaluation of health service delivery and quality assurance. Patient satisfaction with the outreach based eye care service in Ethiopia has not been studied.
Objective: This study was conducted to determine the overall patient satisfaction and its factors and predictors in Southwest Ethiopia.
Methods: A cross-sectional study was conducted on 411 sampled ophthalmic patients who received eye care service during regular ophthalmic outreach programs of Jimma University from January-December, 2013. Overall patient satisfaction was measured using a validated patient satisfaction questionnaire (PSQ-18). The physical facility of the outreach sites were assessed by complementary questions. Mean satisfaction scores were calculated and compared among variables using ANOVA test. Multivariate analysis and linear regression models were tested and were considered significant if P<0.05.
Results: Majority, 402(97.8%) of the study subjects were satisfied and the overall mean satisfaction score of the study subjects was 4.7(SD±0.5) out of 5. This was statistically different among subgroups of age (P=0.000), education level (P=0.007) and occupation type (P=0.000) but not with sex (P=0.393), religion (P=0.059) and marital status (P=0.124). Age was the only independent factor for the overall satisfaction (P=0.007). Among components of patient satisfaction, the highest mean was in communication 4.63(SD±0.6) followed by technical quality of health care providers 4.60(SD±0.6). The interpersonal manner of health care providers had the lowest mean score 3.3(SD±1.6). Each of the components (technical quality, interpersonal manner, communication, financial aspect, time spent with care providers, accessibility and convenience, physical facility) were significantly associated with overall satisfaction (P<0.05). All these components except physical facility and financial aspect were significant linear predictors of overall satisfaction.
Conclusion: The overall patient satisfaction to the regular outreach eye care services was very high. Jimma University should therefore continue the program while improving on each domain of satisfaction measures with the focus on interpersonal manner and accessibility and convenience.
Jenkinson C, Coulter A, Bruster S, Richards N, Chandola T. Patients’ experiences and satisfaction with health care: Results of a questionnaire study of specific aspects of care. Qual Saf Health Care. 2002; 11:335-339.
Mahon PY. An analysis of the concept ‘patient satisfaction’ as it relates to contemporary nursing care. J Adv Nurs. 1996; 24:1241-1248.
Fitzpatrick R. The assessment of patient satisfaction. In: Jenkinson C, editor. Assessment and evaluation of health and medical care. Buckingham: Open University Press; 1997. p. 85-101.
Saila T, Mattila E, Kaila M, Aalto P, Kaunonen M. Measuring patient assessments of the quality of outpatient care: A systematic review. J Eval Clin Pract. 2008; 14:148-154.
Hall JA, Dornan MC. Meta-analysis of satisfaction with medical care: description of research domain and analysis of overall satisfaction levels. Soc Sci Med. 1988; 27:637-644.
Williams B. Patient satisfaction: a valid concept? Soc Sci Med. 1994; 38:509-516.
Sitzia J, Wood N. Patient satisfaction: a review of issues and concepts. Soc Sci Med. 1997; 45: 1829 - 1843.
Uhlmann RF, Inui TS, Carter WB. Patient requests and expectations. Definitions and clinical applications. Med Care. 1984; 22:681-685.
Hall JA, Milburn MA, Epstein AM. A causal model of health status and satisfaction with medical care. Med Care. 1993; 31:84-94.
Kerr EA, Hays RD, Mitchinson A, Lee M, Siu AL. The influence of gate keeping and utilization review on patient satisfaction. J Gen Intern Med. 1999; 14: 287-296.
Saultz JW. Defining and measuring interpersonal continuity of care. Ann Fam Med. 2003; 1: 134- 143.
Hall JA, Dornan MC. What patients like about their medical care and how often they are asked: A meta-analysis of the satisfaction, literature. Soc Sci Med. 1988; 27:935-939.
Hall JA, Irish JT, Roter DL, Ehrlich CM, Miller LH. Satisfaction, gender, and communication in medical visits. Med Care. 1994; 32:1216-1231.
Hall JA, Dornan MC. Patient sociodemographic characteristics as predictors of satisfaction with medical care: A meta-analysis. Soc Sci Med. 1990; 30: 811-818.
Abebe B, Girum T, Yared M, et al. Levels of outpatient satisfaction at selected health facilities in six regions of Ethiopia. Ethiop J Health Dev. 2008; 22(1): 42-48.
Fekadu A, Andualem M, Yohannes HM. Assessment of clients’ satisfaction with health service deliveries at Jimma University Specialized Hospital. Ethiop J Health Sci. 2011; 21(2).
Dagnew M, Zakus D. Community perception on OPD performance of a teaching hospital in Gondar town, Ethiopia. Ethiop Med J Dev. 1997; 35; 153-60.
Mitike G, Mekonnen A, Osman M, Satisfaction on outpatient services in hospitals of the Amhara region. Ethiop Med J. 2002; 40; 387-395.
Girmay A. Assessment of clients’ satisfaction with outpatient services in Tigray Zonal Hospitals. [Online]. 2006; Available from: URL:http://www.etd.edu.et/
Birna A. The quality of hospital services in eastern Ethiopia: Patient’s perspective. Ethiop J Health Dev. 2006; 20(3): 199-200.
Olijera L, Gebresilasse S. Satisfaction with outpatient health services at Jimma hospital, South West Ethiopia. Ethiop J Health Dev. 2001; 15(3):179-84.
Marshall GN, Hays RD, Sherbourne CD, Wells KB. The structure of patient satisfaction with outpatient medical care. Psychological Assessment. 1993; 5: 477-483.
Ziaei H, Katibeh M, Eskandari A, Mirzadeh M, Rabbanikhah Z, Javadi MA. Determinants of patient satisfaction with ophthalmic services. BMC Res Notes. 2011; 4:7.
Sudhan A, Khandekar R, Deveragonda S, et al. Patient satisfaction regarding eye care services at tertiary hospital of central India. Oman J Ophthalmol. 2011; 4(2): 73–76.
Ezegwui IR, Okoye OI, Aghaji AE, Okoye O, OguegoN. Patients’ satisfaction with ophthalmic services in a tertiary eye care facility in Nigeria. Nigerian J Clinic Prac. 2014; 17(5): 585- 588.
Kovai V, Rao GN, Holden B. Key factors determining success of primary eye care through vision centres in rural India: Patients’ perspectives. Indian J Ophthalmol. 2012; 60:487-491.
Zhang X, Andersen R, Saaddine JB, Beckles GL, Duenas MR, Lee PP. Measuring access to eye care: A public health perspective. Ophthalmic Epidemiol. 2008; 15: 418-425.
Mendoza Aldana J, Piechulek H, al ‑Sabir A. Client satisfaction and quality of health care in rural Bangladesh. Bull World Health Organ. 2001; 79: 512 ‑517.
Ibraheem WA, Ibraheem AB, Bekibele CO. Socio-demographic predictors of patients’ satisfaction. Afr J Med Health Sci. 2013; 12:87-90.
Singl H, Haqq ED, Mustapha N. Patient’s perception and satisfaction with health care facilities in Trinidad and Tobago. Bull World Health Organ. 1999; 77:356-358.
Hall JA, Dornan MC. Meta-analysis of satisfaction with medical care: Description of research domain and analysis of overall satisfaction levels. Soc Sci Med. 1988; 27:637- 644.