June 2017
Volume 58, Issue 8
Open Access
ARVO Annual Meeting Abstract  |   June 2017
Assessment of Patient Satisfaction in a Glaucoma Private Practice
Author Affiliations & Notes
  • Megan Falls
    Sidney Kimmel Medical College , Philadelphia, Pennsylvania, United States
  • Kamran Rahmatnejad
    Glaucoma Research, Wills Eye Hospital, Philadelphia, Pennsylvania, United States
  • Jonathan S Myers
    Glaucoma Research, Wills Eye Hospital, Philadelphia, Pennsylvania, United States
  • Sarah Myers
    Glaucoma Research, Wills Eye Hospital, Philadelphia, Pennsylvania, United States
  • Lisa A Hark
    Glaucoma Research, Wills Eye Hospital, Philadelphia, Pennsylvania, United States
  • Michael Waisbourd
    Glaucoma Research, Wills Eye Hospital, Philadelphia, Pennsylvania, United States
  • Footnotes
    Commercial Relationships   Megan Falls, None; Kamran Rahmatnejad, None; Jonathan Myers, None; Sarah Myers, None; Lisa Hark, None; Michael Waisbourd, None
  • Footnotes
    Support  Wills Eye Hospital Grant 15-496E
Investigative Ophthalmology & Visual Science June 2017, Vol.58, 5049. doi:
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      Megan Falls, Kamran Rahmatnejad, Jonathan S Myers, Sarah Myers, Lisa A Hark, Michael Waisbourd; Assessment of Patient Satisfaction in a Glaucoma Private Practice. Invest. Ophthalmol. Vis. Sci. 2017;58(8):5049.

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      © ARVO (1962-2015); The Authors (2016-present)

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Abstract

Purpose : Patient satisfaction surveys are used to understand the patient experience in a medical setting. However, few studies have been published on the topic in an out-patient ophthalmology setting. The aim of this prospective study was to investigate satisfaction rates among patients with glaucoma in a private practice and to assess demographic and clinical characteristics of patients and their satisfaction survey responses.

Methods : A 37-question satisfaction survey was administered to 249 participants in an urban private practice setting over an 8-month period. Participants who responded as completely satisfied with their ophthalmologist were compared to those who were less satisfied. Demographic and clinical information was collected from the electronic health record for each participant.

Results : Participants were 44.6% male and 55.4% female, with a mean age of 65.1 years. The population sample was predominantly Caucasian (73.9%). Age was the only demographic factor found to be associated with patient satisfaction (P<0.05). High satisfaction rates were associated (p<0.05) with perceived ability to schedule appointments, phone access and responses, perceived wait time, and communication skills of the ophthalmologist. Completely satisfied participants reported that their ophthalmologist spent enough time with them, listened carefully, and communicated in a way that was easy to understand. Completely satisfied patients were more likely to respond that they follow their glaucoma specialist’s orders exactly, and that they would recommend their glaucoma specialist’s office to friends and family (P<0.001). No clinical factors were associated with satisfaction.

Conclusions : Overall, patients with glaucoma in this specific practice are highly satisfied with the care they receive from their ophthalmologist. The majority of factors found to be significantly associated with patient satisfaction were subjective responses about characteristics of the ophthalmologist and their office. These findings may help inform ophthalmologists how to effectively use their time and resources by identifying specific factors that improve patient satisfaction.

This is an abstract that was submitted for the 2017 ARVO Annual Meeting, held in Baltimore, MD, May 7-11, 2017.

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