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How satisfied are patients attending a Nigerian eye clinic in University of Calabar Teaching Hospital
Authors: Emmanuel O. MEGBELAYIN, Yewande O. BABALOLA, Musbahu S. KURAWA, Ibeinmo OPUBIRI, Sunday N. OKONKWO
Number of views: 369
Background: Satisfaction surveys are periodically necessary to evaluate services rendered to clients/patients as a means of quality assurance and service improvement.
Aim: To determine satisfaction to services rendered to ophthalmic patients in an outpatient eye clinic.
Material and methods: It was an observational study carried out with validated questionnaires complemented with a focused group discussion. Statistical Package for Social Sciences (version 15∙0) was used for data analysis.
Observation: A total of 251 questionnaires were analyzed comprising 139 males and 112 females (M: F= 1: 0∙8). Age range and mean age were 17-92 years and 37∙2 + 15∙6 years respectively. Overall satisfaction with quality of services was 80∙1%. Specifically, 95∙6%, 92%, 80∙9%, 70∙9%, and 59∙8% were satisfied with cleanliness of hospital premises, doctors’ willingness to listen to complaints, nursing care; doctors’ following-up on treatment, and time nurses administered treatments respectively. However, only 37∙8%, 38∙6%, 39∙8%, and 47∙4% were satisfied with drug costs, cost of transportation to hospital, laboratory charges, and record keeping profile respectively.
Conclusion: Costs of uptake of eye care services and record keeping profile were key sources of dissatisfaction in this study.