Patients Perception of Quality Eye Care Service Delivery at Menelik II Tertiary Hospital, Addis Ababa

Abstract

Purpose:

Patient perception is a critical indicator of health system performance and an essential component of patient centered care. This study assess patients’ and caregivers’ perceptions of the quality of eye care services and identify factors associated with patient satisfaction.

Methods:

A hospital-based cross-sectional study conducted from September 2025 to January 2026 among adult patients and caregivers with eye conditions. A total of 422 participants enrolled using systematic random sampling. Data collected through face to face exit interviews using a WHO-standardized questionnaire assessing effectiveness, efficiency, acceptability, equity, safety, and overall satisfaction. Data analyzed using SPSS version 30. Multivariate logistic regression analysis was performed.

Results:

About 56.8% of respondents reported being satisfied with the eye care services While 73.9% of patients perceived improvement in their eye condition. Only 66.4% participants reported receiving clear explanations regarding diagnosis and treatment. Prolonged waiting times were common, with 81.0% waiting more than one hour (95% CI: 76.9-84.6). Factors independently associated with patient satisfaction were waiting time less than one hour (AOR = 2.8; 95% CI: 1.7-4.6), clear explanation of the disease and treatment (AOR = 3.4; 95% CI: 2.1-5.3), respectful staff behavior (AOR = 2.9; 95% CI: 1.8-4.7), and comfortable environment (AOR = 2.2; 95% CI: 1.4-3.6).

Conclusion:

The perceived quality of eye care service is moderate. Addressing prolonged waiting time and strengthening patient-centered communication are essential to improving service quality with little extra resource requirement.

Keywords: Quality health care, Quality eye care, patient satisfaction, patient perception, Quality framework.