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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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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.
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.
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.
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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