Factors Influencing Patient Satisfaction and Hospital Selection In Eye Care Services in Nepal.

Abstract

This research examines the primary factors of service quality in eye care, with a focus on the factors that impact patient satisfaction. When evaluating different healthcare providers such as government, commercial, semi-private, and nonprofit institutions, the level of patient comfort plays a significant role in shaping opinions and choices. Satisfaction in healthcare is a reliable indicator of the quality of treatment, since it reflects the extent to which patient needs and preferences are fully met. This study emphasizes the importance of patient-centered care in delivering excellent eye care services. Patient-centered care encompasses accessibility, equality, safety, a pleasant environment, and effective communication.

Purpose: The research aimed to identify the factors influencing patient satisfaction and the criteria for choosing certain eye hospitals in Nepal, with a particular focus on five hospitals located near the Indian border.

Major Findings: The study revealed that the primary reason for patients seeking medical attention at the hospitals was cloudy vision. Furthermore, an overwhelming majority of over 99% of these patients were referred by their friends. Patients choose for these institutions despite being in close proximity to other hospitals due to the lower expenses, amiable staff demeanor, and exceptional surgery outcomes. Timely service, cleanliness, and well-trained staff were the key factors contributing to satisfaction. Statistically significant connections were found between satisfaction and other factors such as hospital environment, cafeteria facilities, and information availability.

Conclusions: Patient satisfaction and hospital selection are greatly impacted by tangible factors such as cleanliness, staff behavior, and transparent information about services. These findings underscore the need of maintaining rigorous standards in these domains in order to both attract and retain patients.