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Determinants of patient satisfaction with ophthalmic services

DOI: 10.1186/1756-0500-4-7

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Clients of ophthalmic services were selected by systematic random sampling. Overall satisfaction was measured as the primary outcome using a validated patient satisfaction questionnaire (PSQ-18). Different domains were evaluated using PSQ-18 (technical quality, interpersonal manner, communication, financial aspects, time spent for patients, convenience and accessibility); an additional domain, physical setting of the hospital, was evaluated by complementary questions. A general linear model was used to assess the adjusted impact of each quality dimension on the overall satisfaction. Accessibility and technical quality had the strongest association with the overall satisfaction. This regression model could predict an overall satisfaction of 60%.In comparable settings, if care providers wish to improve the quality of health services from a patients' perspective, they should give priority to improving accessibility and technical quality. Further studies are recommended to discover complementary predictors in formation of overall satisfaction.Some parts of this article are translated form Farsi originally published in Bina Journal of Ophthalmology. (2009; 14 (3): 289-297). The original work is at: http://binajournal.org/index.php/bina/article/view/96 webcite.Research on patient satisfaction with medical care can be tracked to the late 1960s [1]. Initially, researchers focused on patient satisfaction as an intermediate condition in order to reach desirable clinical outcomes such as patient compliance with recommended treatment [2]. Gradually, patient satisfaction was shifted to a final outcome for evaluating and improving health and care services [3].Different instruments have been used to measure satisfaction [4-12]. Studies dealing with patient satisfaction are not homogenous and more studies are needed to ascertain the best technique for measuring quality of health care services and the importance of various predictors on overall satisfaction. In addition, little info

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