Assessing Patients’ Satisfaction with the Quality of Ophthalmic Services at Saint John Gaza Eye Clinic

Murad Alkhalaileh^1, , Abd Al-Hadi Hasan², Naeem S Al-Kariri³ and Ali H Abu Ibaid⁴

¹Adult Health Nursing, Fakeeh College for Medical Sciences, Nursing Department, Jeddah, Kingdom of Saudi Arabia

²Mental Health Nursing, Fakeeh College for Medical Sciences, Nursing Department, Jeddah, Kingdom of Saudi Arabia

³Clinical Nursing Supervisor, Ranteesy Specialized Paediatric Hospital-Gaza-Palestine, Master of Public Health

⁴Health System Officer, World Health Organization-oPt

Cite this paper

Murad Alkhalaileh, Abd Al-Hadi Hasan, Naeem S Al-Kariri and Ali H Abu Ibaid. Assessing Patients’ Satisfaction with the Quality of Ophthalmic Services at Saint John Gaza Eye Clinic. American Journal of Public Health Research. 2017; 5(1):15-22. doi: 10.12691/AJPHR-5-1-4

Abstract

Objective: This study aimed to assess the patients' satisfaction with health services provided at Outpatients' ophthalmology clinic Department at Saint John Hospital. Methods: The design of this study is descriptive, analytical. 309 participants were recruited from the Outpatients' eye Department at Saint John Hospital. Results: Five dimensions of patients' satisfaction were considered in this study; namely, access to care, physical environment, patients' expectations, waiting time in addition to information and interaction. The overall patients' level of satisfaction was 63.9%. The patients' expectation dimension reported the highest level of satisfaction (68.1%), while, the waiting time dimension reported the lowest level of satisfaction (58.5%). The study illustrated important differences in satisfaction in relation to patients' socio-demographic characteristics, health status and organizational characteristics. Discussion: The study revealed that, there were statistically significant differences in the overall satisfaction with old patients, females, low educated, patients with low income and patients with chronic diseases are more satisfied than their counterparts. Conclusion: The study recommended that reducing the patients' time in the outpatient clinic, introducing improvement on existing physical environment of the department and improving the way of communication and interaction between health care providers and patients are important factors for improving the patients' level of satisfaction.

Keywords

patients' Satisfaction, quality of Services, outpatient

Copyright

This work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

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