Please use this identifier to cite or link to this item:
Scopus Web of Science® Altmetric
Type: Journal article
Title: Improving patient satisfaction through information provision
Author: Billing, K.
Newland, H.
Selva-Nayagam, D.
Citation: Clinical and Experimental Ophthalmology, 2007; 35(5):439-447
Publisher: Blackwell Publishing Asia
Issue Date: 2007
ISSN: 1442-6404
Statement of
Kathryn Billing, Henry Newland and Dinesh Selva
Abstract: Background: This study aims to determine the sociodemographic characteristics of the Ophthalmology Outpatient Clinic at the Royal Adelaide Hospital, to ascertain satisfaction levels with aspects of care, and determine if patient satisfaction levels can be increased by the provision of information letters prior to appointment. Methods: New patients attending Ophthalmology Outpatient Clinic were surveyed regarding sociodemographic information and satisfaction levels. Participants received an introductory letter prior to their clinic appointment, and were compared with controls. Responses were analysed using Mann–Whitney U-tests. Satisfaction scores regarding waiting times, clinic environment, doctors, nurses, clerical staff and general satisfaction were correlated with demographic data using Spearman correlation coefficient analysis and chi-squared statistics. Ordinal logistic regression and non-parametric rack testing determined differences between the two groups. Results: Positive correlations were identified between patient-estimated actual waiting time, ratings of waiting times, booking efficiency, information given, intention to return to, recommend the clinic, to comply with advice given, and higher ratings of the overall quality of the service, and satisfaction levels. Negative qualitative comments correlated with lower ratings of satisfaction and quality of the service. The intervention group showed statistically significantly higher ratings of the wait in clinic and the overall quality of the service. Satisfaction ratings of the clinic staff were also higher in the intervention group. Conclusions: Ophthalmology outpatients are more likely to be happy with their health care if they are satisfied with waiting times, and are more likely to return to the service and comply with advice, thus improving health outcomes. Provision of information regarding the outpatient clinic structure and estimated waiting times is a simple, cost-effective method of improving patient satisfaction levels and altering perceptions of waiting times.
Keywords: Humans
Information Dissemination
Time Factors
Aged, 80 and over
Middle Aged
Child, Preschool
Infant, Newborn
Ambulatory Care Facilities
Patient Participation
National Health Programs
Patient Satisfaction
Delivery of Health Care
Quality of Health Care
Correspondence as Topic
Surveys and Questionnaires
Description: The definitive version is available at Published on behalf of the Royal Australian and New Zealand College of Ophthalmologists.
DOI: 10.1111/j.1442-9071.2007.01514.x
Published version:
Appears in Collections:Aurora harvest 6
Medicine publications

Files in This Item:
There are no files associated with this item.

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.