Operation Eyesight Universal Ghana

Patient Satisfaction Survey in Ghana

We all strive for quality and excellence in our eye health service delivery programs, and one indicator of success is the level of patient satisfaction. When patients are happy with the services they receive, they are more likely to seek future care if needed. They are also more likely to encourage others to seek eye care, too.

To assess the service delivery of the hospitals supported through Seeing is Believing Phase IV, Operation Eyesight randomly selected eight of the 21 beneficiary hospitals to participate in a patient satisfaction study. Hospital patients were asked to complete a survey with questions pertaining to the different aspects of the services delivered at the hospitals’ eye clinics.

In total, 326 patients participated in the survey, all of whom were Ghanaians between the ages of 16 and 100 years old. Forty-six percent (46%) of respondents were male and 54% were female. Some respondents had no formal education, while others had formal education ranging from primary to university studies.

We were pleased – but not surprised – to find that our partner hospitals ranked very high in terms of patient satisfaction. The results are highlighted below.

How nurses relate to patients at the eye clinic as they provide care:

  • 83% of respondents said the nurses always treated them with respect.
  • 85% of respondents said the nurses always listened to them attentively.
  • 80% of respondents said the nurses always took time to explain things to them, 20% said the nurses sometimes gave them explanations they did not understand, and less than 1% said the nurses never took time to explain issues to them.

How doctors relate to patients at the eye clinic as they provide care:

  • 85% of respondents said the doctors at the eye clinic always treated them with respect; remaining respondents said the doctors treated them with respect on some occasions.
  • 84% of respondents said that the doctors always listened attentively to them while they presented their complaints; another 16% said the doctors were attentive sometimes. One respondent said the doctors were never attentive.
  • 80% of respondents said the doctors always took time to explain issues to them, while 18% said the doctors only explained issues to them sometimes. Two respondents said the doctors did not explain issues to them at all.
  • 75% of respondents said they were comfortable all the time, 20% said they were comfortable in the presence of the doctor on some occasions, and 4% said they were never comfortable.

How the patient perceived the clinic environment:

  • 98% of respondents affirmed that the clinic environment was clean. Of those, 49% said the clinic was very clean.
  • 88% of respondents said the clinic waiting area was quiet and 98% said the consulting room was quiet. The remaining respondents said the clinic waiting area and the consulting room were noisy during clinic hours.

The patient’s experience at the clinic in relation to the care they received:

  • 186 of the respondents (57%) said they were given new medicines. Of those, 85% said the nurses and doctor took time to explain the purpose of the new medication to them, and 55% said the nurses and doctor explained the possible side effects of the medication to them.
  • 96% of respondents indicated that their main concern for coming to the clinic had been addressed.

The management of the patient’s condition at home:

  • 91% of respondents said they understood what they were supposed to do to manage their condition at home.
  • 95% of respondents said they had a good understanding of the purpose of each of their medications.

The patient’s overall impression of the clinic:

Respondents were asked to rate the eye clinic on a scale of 0 to 10, 0 being the worst eye clinic and 10 being the best eye clinic. The average score of our partner hospitals’ eye clinics was 7.7, and 94% of respondents said they would recommend the eye clinic to others.

Akweley Laryea, Head of Client Experience, Process & Governance at Standard Chartered Bank, delivers a presentation on customer care and basic marketing skills during a refresher training workshop for opthalmic nurses.

Conclusion

High patient satisfaction with the delivery of our partner hospitals’ services can be attributed to the training program that was organized during the early stages of the project.

In collaboration with Standard Chartered Bank’s team of volunteers, we educated ophthalmic nurses on customer service and basic marketing skills.

While there is still room for improvement to ensure all patients are satisfied when it comes to service delivery, we are pleased with the results of this survey.

We’re especially hopeful that patients will recommend the eye clinics to others, so we can help more people in need of eye care.

Emmanuel Kwasi Kumah

Country Manager – Ghana

Operation Eyesight Universal

kumahe@operationeyesight.com