Satisfaction among the Patients Attending Himalaya Eye Hospital, Pokhara, Nepal

Abstract

Introduction: Patient satisfaction is one of the key elements for the overall improvement of health service management. Patient satisfaction in the health care organization is popularly used for benchmark and accreditation purposes.

Methods: A quantitative cross-sectional study was conducted among the 164 patients who got their at least one type of eye surgery done following at least three OPD visits at Himalaya Eye Hospital from January 2019 to July 2019. A systematic random sampling technique was used to enroll the study subjects. Face to face interview was done with a semi-structured interview schedule to gather the data from the subject. Data were entered into Epi-Data and transfered to SPSS 20 for analysis. A Chi-square test was applied to find out the association between dependent and independent variables.

Results: The average satisfaction score was (4.061±0.26). Overall 48.2% of respondents were satisfied with the physical environment, 59.1% were satisfied with eye care service, 67.1% were satisfied with a health care provider, and 59.1% satisfied with a financial cost, and 88.4% respondents were satisfied with the outcome of care.

Conclusion: The majority of respondents were satisfied with the cleanliness and health care providers of the hospital. The main dissatisfaction was on the lack of provision of safe drinking water, insufficient space for caretakers, lengthy time for ticketing system, long waiting time, and waiting area. Concerned authorities are recommended for considering the need of people in the community which may further increase their satisfaction towards services and institutions.