Sudhan Anand, Khandekar Rajiv, Deveragonda Subramanyam, Devi Sheela, Jain B K, Sachan Ramendra, Singh Vijay
Sadguru Netra Chikitsalaya, Chitrakoot, Madhya Pradesh, India.
Oman J Ophthalmol. 2011 May;4(2):73-6. doi: 10.4103/0974-620X.83657.
To evaluate patients' satisfaction regarding eye care services and suggest policy changes accordingly.
Descriptive study.
This study was conducted between September 2005 and June 2006. Patients attending the eye clinic of Sadguru Netra Chikitsalaya, Chitrakoot, Madhya Pradesh, India, and admitted as in-patients in this hospital were our study population. Randomly selected patients were interviewed by trained staff. Close-ended questionnaire was used to conduct these structured interviews. Their responses were grouped into one of five categories and evaluated to determine satisfaction for different components of eye care services.
Three hundred and twenty persons were interviewed. The satisfaction was of excellent grade among 77 (48.1%) patients attending clinic and 156 (97.5%) patients who were admitted in the hospital. The participants expressed dissatisfaction for the long waiting period in clinics, poor cleanliness, and insufficient toilet facilities. Those admitted in the hospital felt that food facilities were less than the expected quality. Child-friendly facilities received high satisfaction scores.
Although eye care services both in clinics and in the wards were satisfactory according to the end-users, there are scopes for improvement. Patient satisfaction surveys should be encouraged in hospitals for better accountability and also for strengthening the quality of eye care services.
评估患者对眼科护理服务的满意度，并据此提出政策调整建议。
描述性研究。
本研究于2005年9月至2006年6月进行。印度中央邦奇特拉库特萨古鲁奈特拉奇基塔拉亚眼科诊所的就诊患者以及该医院的住院患者为我们的研究对象。由经过培训的工作人员对随机抽取的患者进行访谈。采用封闭式问卷进行这些结构化访谈。他们的回答被归为五类之一，并进行评估以确定对眼科护理服务不同组成部分的满意度。
共访谈了320人。在眼科诊所就诊的77名患者（48.1%）和住院的156名患者（97.5%）中，满意度为优秀等级。参与者对诊所漫长的等待时间、卫生条件差和厕所设施不足表示不满。住院患者认为餐饮设施质量低于预期。儿童友好设施获得了较高的满意度评分。
尽管终端用户认为诊所和病房的眼科护理服务都令人满意，但仍有改进空间。应鼓励医院开展患者满意度调查，以提高问责制，并加强眼科护理服务质量。
