Improving patient satisfaction through information provision

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.